We’ve taken a moment to pause from our Steps to Recruit for Your PT Practice series (see the most recent blog here) in order to honor Patient Recognition Week. It’s a week where we want to acknowledge the role of the patients and customers in our lives, and how valuable they are to us.
Customers are an essential part of the business that we do. And while this term is still growing as part of the healthcare vernacular, the notion of the “customer” is becoming an acceptable word to describe those we serve in the community.
Who Is the Customer? Who is the Patient?
As previously stated, my preferred definition is, those we serve. More importantly, those we want to serve. When we look at it from this viewpoint, it gives way to a wide new perspective on the concept of the customer and what they mean to us. Beyond that, it also allows us to not just think about the person in need of care, but to also consider their family and loved ones, their friends, and the community of people around them.
A Community of Helping Individuals
This definition, as directed at the professional referral segment (physicians and other healthcare professionals), allows for a wide recognition of the customer as well. If you think about it, the physician is also the customer, so are other individuals around them. That includes the receptionist, the office manager, the referral coordinator and anyone else who may have influence in the decision to mention your name.
By taking the time to answer the question who is the customer and why does the customer matter, it gives us greater insight and perspective into understanding why they turn to us for support and help. We’re thankful for them as they are thankful for us.
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