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Against customer service
1Department of Internal Medicine, Saint Louis University Health Sciences Center, MO, USA.
The Journal of Emergency Medicine
|April 16, 1998
Summary
The essay contrasts "customer service medicine," prioritizing profit and patient approval, with the traditional "beneficence model," which emphasizes alleviating suffering. It argues the customer service approach undermines trust and core medical values.
Area of Science:
- Medical Ethics
- Healthcare Management
- Health Economics
Background:
- The essay discusses the evolving nature of service in medicine.
- It explores the tension between profit motives and patient care.
- The concept of "customer service medicine" is introduced and defined.
Purpose of the Study:
- To critically examine the
- To contrast the
- To identify and analyze the shortcomings of the
- To explore the implications of prioritizing profit in healthcare.
Main Methods:
- Conceptual analysis of medical service models.
- Comparative analysis of
- Ethical critique of profit-driven healthcare.
Main Results:
- The
- Five key shortcomings of the
- Prioritizing profit over service erodes patient trust and medical integrity.
- The customer service model misaligns with the needs of sick individuals.
Conclusions:
- The traditional
- The
- Healthcare quality should be defined by patient well-being and suffering alleviation, not profit or superficial satisfaction.
Keywords:
Health Care and Public Health