Well-Served as Patients, Dissatisfied as Customers [View All]

[HuckleB]

http://www.nytimes.com/2006/01/03/health/03essa.html

"Posted on the walls of the hospital where I work are banners and billboards that invite patients to fill out satisfaction surveys. "Tell us what we're doing right and what we're doing wrong," they say.

Health care, if you haven't noticed, has become a highly competitive business. And, like all businesses, we aim to keep our customers happy. We've even adopted business lingo: patients are now routinely referred to as customers or consumers.

No one would argue that hospitals and doctors should not be responsive to patients' concerns. But a business model that says the consumer is always right can clash with what is best for a patient, especially in the area of mental health.

Not too long ago, I received a call from a patient care representative at the hospital. A young woman who was in psychotherapy with one of my residents had called to complain about her treatment and demand a new therapist.

..."