Are patients customers?

I attended the SHSMD Annual Conference in Chicago this week and spoke to many interesting people in the healthcare industry. One topic of discussion was how healthcare organizations are starting to think more like retailers. I had a conversation with one organization about the difference between patients, customers and consumers. One organization I spoke to mentioned  that they use the word consumers when talking about their patients. We spoke at a session with one of our clients on the topic of Revolutionizing Your Strategic Planning Efforts: Lessons From Outside the Healthcare Industry. We will have an audio recording of this session available soon.

We also had an article (which you may download) run in SHSMD's publication, Spectrum, titled "Strategic Planning in Healthcare Redefined: Lessons from the Retail Industry."

What are your thoughts on patients vs customers vs consumers?

Journey Awareness Persona Strategy/Facilities Healthcare