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The patient is always right attitude has allowed people to feel entitled for too long.
Medical equipment technician 1 sounds like an entitled “customer”
Well for starters most patients have no idea how healthcare actually work. They compare it to the only similar experiences they have had, which is retail shopping. So they fundamentally think it should work in a similar fashion. They see themselves as customer, which is why I often refer to them as such. I think many in healthcare do not see themselves in this way. It’s why we call them patient. I think this does a disservice to the reality we work in. It distorts our responses and decision.
Second, as seen elsewhere we as and industry don’t treat patients well. Doctors tend to be dismissive and arrogant. The billing and records processes are labyrinthine and complicated. Systems are also spread to thin and under compensate. As much as people complain about $50 Tylenol they fail to realize that $50 pays for the pharmacy tech to dispense it, nurse to administer it, and the system to monitor you while under it and other drugs. It isn’t your house, where you can shove handfuls of whatever is not your body for free. Healthcare is required legally and ethically to do things that make things more expensive because when cut corners you could die.
Third, people suck and entitlement has been rising since the 1980’s. When Greed is good we all get greedy and entitle.
Everybody knows that doctors have schedules. This absolutely sounds like a post just to make a post. Sorry.
I only work Monday Wednesday and Friday and a patient called today to schedule an appointment to discuss test results and said that didn’t work because she doesn’t come to town on those days. wow.
The expression “customer service” is very telling. Sir this is NOT a Wendy.
I understand both sides. Patients should respect that providers have schedules, other patients, and operational limits. A clinic cannot simply move one person into a time slot that does not exist.
At the same time, from a healthcare and bioethics perspective, we also have to remember that patients may be scared, overwhelmed, in pain, dealing with transportation issues, work schedules, childcare, or a serious diagnosis. What sounds like “entitlement” may sometimes be frustration, fear, or lack of understanding.
The respectful middle ground is clear communication: “I understand 4 pm works better for you, but that time is not available. Here are the next openings, and I can add you to the cancellation list.” Patients deserve compassion, but staff also deserve respect and boundaries.
Good customer service in healthcare does not mean giving everyone exactly what they want. It means being honest, respectful, and solution-focused while protecting access for all patients.
Patients don’t respect the healthcare system because it doesn’t respect them. And they pay into it. No shade but your post proves my point. You’re posting about a patient interaction that you could’ve shared with a friend. Patients see this stuff too.
So, no they’re not kidding. You do have poor customer service tbh. what patient would want to know their provider is in social spaces talking about them. Mind you you’re not wrong for how you feel, but keep it private.
Works at MSK of all places. Major cancer center. Does this patient have cancer? Being treated for cancer? Hope you get where I’m going with this.
I see the issue from both sides as a patient and a former office manager. Some individuals will never be pleased, no matter the situation and others are very respectful but I have been on the receiving end of long waits in a waiting room and it's upsetting and I've gotten in right on time or early
Take your complaint to your manager. If you're working in a Cancer Center, you have to be extra cautious as most of these patients are going through terminal illness and/or significant stress due to their diagnosis. Best thing to do is reach out to your leadership team for advice on how they want you to reply to patients.
A lot of our issues with being late is the patients love to visit with the providers causing the providers to be late. Patients arrive late, don't bring a med list or their medications, etc. I could go on and on, it is very frustrating but if each person in the team(provider, nurse, patient, etc) could respect each others time.