We often hear “the customer is always right” as a moniker supporting customer service training and related service management initiatives. Here is a modified version that I think makes more sense; “THE CUSTOMER IS NOT ALWAYS RIGHT BUT THE CUSTOMER IS ALWAYS THE CUSTOMER”.

Our patients are not always right and we are not helping them by treating as if they are. Here are a few common examples:

“you have to take my insurance”
“you cannot deny service under any circumstance”
“you cannot come after me for payment as long as I am making payments”

There are many more examples. The point is we have an obligation to educate patients about patient financial services and that means tactfully addressing misunderstandings they may have. The best way to do that is by addressing them as the valued customers they are.

I could and may write a book on this topic but please feel free to contact me if you would like to contribute your ideas.