SUPPLYING QUALITY HEALTHCARE TO THE UNEDUCATED PATIENT

Abstract

The ultimate customer in healthcare is the patient who may be undereducated and easily overwhelmed by the complexity of healthcare. The patient becomes the final customer of healthcare services only after a long line of other customers’ needs have been met. An internal system of customer/supplier relationships must be used to augment feedback provided by the undereducated final customer. Assessment from the final customer is necessary, however by paying more attention to the internal customer/supplier scenarios fewer situations for poor quality will arise.