The “doctor‐customer” relationship: Hippocrates in the modern marketplace

It was demonstrated that the subjects significantly preferred the traditional assignation "patient" rather than terms such as client or customer in terms of terminology currently used to describe them in their own institution and in the international literature.

Abstract

We performed a consecutive survey of 100 people presenting to a hospital injury clinic to ascertain their attitude to terminology currently used to describe them in our own institution and in the international literature. The results of this demonstrated that the subjects significantly preferred the traditional assignation "patient" rather than terms such as client or customer. This finding reflects the need to remember peoples' attitudes and expectations from their consultation with their doctor. Although business models undoubtedly help in the provision of an efficient health care service, remaining at the centre of this encounter is a doctor-patient relationship that involves a more complex interaction than simply a market transaction.