Customer Focus

I don't think I have ever heard the work "customer" uttered at a hospital, in my classes at the Bloomberg School of Public Health, or in any publication. Many of the problems that health care industry finds itself in can be attributed to a lack of consumer focus.

A hospital administrator must start reading publications that help them to have a customer focus. Some of the good ones include:

The Church of the Customer Blog
Seth Godin's Blog

The customer focus world is coming. Medicare has begun to get involved and it's only a matter of time before someone finds a way of disseminating this information to the public.