Discussion Response U6R18036GR

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Response Guidelines GR
In your response, say whether you agree or disagree with the learner’s position on the best
assessment tool and explain why.
Your response must be a minimum of 300 words in length. Include at least two APAformatted references must be current within the past five years (in-text, as well as the full
reference). The citation may be from course textbooks, assigned readings, or an outside
source
Consumer, Customer, and Patient Satisfaction
Patients like consumers of any other service or commodity dictate wants and needs as well as
demand. These terms should be used interchangeably. It?s important though to distinguish them
from one another since they are different. We see patients because they receive care, however
prior to receiving care they are consumers planning their health needs (Mazurenko, Zemke, &
Lefforge, 2016).
One thing that has driven the semantics in this discussion is health insurance. As
consumers make the choice of a preferred plan type they consider many factors, cost, provider
and benefits. It?s a very consumer driven process. It is this consumer-centric buying modality
that warrants the name consumer (Mazurenko, Zemke, & Lefforge, 2016).
A customer may make a buying decision, based on needs. Health care is a commodity
and customers do check the quality of the what they intend to buy based on several, oftentimes
intangible decisions. For example, reputation is high on the intangibles list are convenience and
value. There are times that customers don?t check any of this and immediately enter the system
as patients or consumers (Mazurenko, Zemke, & Lefforge, 2016). This typicically happens when
they have an emergent need for care. According to Mazurenko, Zemke, & Lefforge, (2016),
Patients in general do not see themselves as customers roughly 60% do not. The reason for this is
they do not credit themselves with having the necessary level of expertise to make a health care
decision.
Part of the issue is with engagement. Patients do not feel engaged with the physician and
therefore so not feel they have a collaborative relationship. Many consumers believe they should
have an engaged partnership with their physician but often don?t (Carman, & Workman, 2017).
The best way to approach the patient-consumer-customer dilemma, is to conceptualize a patientconsumer-physician partnership. The focus should be on communication, engaging the patient to
ask questions. Patient-consumers should be prepared by doing their own research and by
articulating their expectations. The physician using Emotional Intelligence (EI) should focus on
listening and then answer questions giving realistic outcomes (Carman, & Workman, 2017)
Reference
Carman, K. L., & Workman, T. A. (2017). Engaging patients and consumers in research
evidence: applying the conceptual model of patient and family engagement. Patient
education and
counseling, 100(1), 25-29.
Mazurenko, Olena,PhD., M.D., Zemke, D. M., PhD., & Lefforge, N., PhD. (2016). Who
is a hospital’s “customer”? Journal of Healthcare Management, 61(5), 319-334.

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