Snap Judgement Episode 2: Patient or Customer

I read an article today arguing that hospitals should consider their patrons as customers rather than patients.  It was an intriguing article and nerd that I am, my first thought was...gee this would be a great debate topic for my blog.

Please read the full article here: http://www.foxnews.com/opinion/2013/09/19/what-if-hospitals-thought-us-as-customers-not-patients/

A quick summary:  The author was recently diagnosed with bladder cancer and has had unpleasant experiences at a few different hospitals during his treatment.  He mentions that at one hospital he was left outside of a bathroom by an orderly.  The orderly was called to tend to another patient and the author was left in his wheelchair outside of a non-handicapped accessible bathroom.  Thankfully, a doctor came and assisted him to a restroom that would accommodate his wheelchair.  At the end of the article the author goes on to say that hospitals should take lessons in customer service from companies like Disney.  He says: 
"Imagine a hospital that has retained Disney to train its staff in fundamental customer service.

Imagine hospital workers who smile and tell you how pleased they are you chose to come to their hospital. 

It is beyond hope that any physician would ever think to acknowledge a customer relationship with “patients.' Yet imagine the feeling in your soul if you ever were to approach the desk in a hospital waiting room to find a smiling face greeting you with a bright look and the words, “Good Morning. I am so pleased you decided to come here for your medical problems. I am here to help you.'"

Read more: http://www.foxnews.com/opinion/2013/09/19/what-if-hospitals-thought-us-as-customers-not-patients/#ixzz2fO4tqJQ4

In my recurring series "Snap Judgement" I like to encourage discussion and debate on a topic, so please leave your thoughts in the comment section below.  I look forward to hearing the many opinions and would like to now propose some specific questions for discussion:

1) Should hospital patrons be considered customers when most of the payment for services comes from third party sources, such as private insurance?  How do we reconcile this issue or do we need to?

2) Does this problem become worse under a national healthcare program?  Would the patrons have a leg to stand on with the "customer" argument in this scenario?

3) How could a hospital adapt the customer service techniques of a corporation like Disney to allow them to accommodate their patrons in a friendly and welcoming environment, while maintaining the highest standards in healthcare?  Would one necessarily jeopardize the other?

I look forward to a lively discussion!  Please remember to keep your comments on topic, professional and edifying: no swearing, petty name calling, or personal attacks.  This is an avenue for wholesome, fair minded debate, and this author reserves the right to remove any comments she feels stifle debate or contain inappropriate content.  Thank you!