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Updated: Mar 9, 2026

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What's in a name? Quite a lot, actually.

Bríd Hehir

    Nursing Standard (Royal College of Nursing (Great Britain) : 1987)
    |January 11, 2017
    PubMed
    Summary

    Defining individuals accessing healthcare services without illness is complex. This study explores appropriate terminology for non-ill NHS users, examining terms like patient, service user, customer, and client.

    Area of Science:

    • Healthcare terminology
    • Health services research
    • Patient classification

    Background:

    • The National Health Service (NHS) serves a diverse population, including those seeking preventative care, health advice, or support without acute illness.
    • Current terminology used within the NHS may not adequately capture the nuances of individuals who utilize services but are not formally diagnosed with a condition.

    Purpose of the Study:

    • To investigate and define appropriate terminology for individuals accessing NHS services who are not currently experiencing illness.
    • To analyze the implications of different terms (patient, service user, customer, client) in the context of NHS service provision and user experience.

    Main Methods:

    • Qualitative analysis of existing literature on healthcare user terminology.
    • Exploration of conceptual frameworks for defining healthcare engagement beyond illness.

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  • Discussion of potential impacts on patient-provider relationships and service design.

    • Main Results:

    • The term 'patient' is often intrinsically linked to illness, making it unsuitable for non-ill users.
    • 'Service user' is a more inclusive term but may lack specificity.
    • 'Customer' and 'client' introduce commercial connotations that may not align with NHS principles.

    Conclusions:

    • There is a need for clearer, more inclusive terminology to describe individuals accessing NHS services without illness.
    • Further research is recommended to establish a universally accepted and appropriate term that respects user autonomy and NHS values.