The focus on “the customer” takes many forms, depending on the type of business you run. If you are in health-care, your customer is the patient. Everything we know about “the customer” applies to the patient. Think about it. What is the typical “patient experience” in most health care settings.
According the to the HBR, over the past decade, patient-centered care has become a mantra for high-quality health care. Policymakers, researchers, physician-leaders, and patients have all cited the need for care to be tailored to patients’ unique needs and preferences. And there is solid evidence that patient-centered care can help improve care quality and reduce costs.
However, in the rush to become more patient-centered, the health care system has misplaced its focus.