The document discusses the role of patients within the context of hospital business, emphasizing their importance as clients who justify the existence of healthcare institutions. It outlines patient economic profiles, characteristics, and expectations from hospital staff, highlighting the need for excellent service delivery and communication. Additionally, it stresses the mutual responsibilities between patients and healthcare providers to ensure effective and compassionate care.

1. WHO IS THE
PATIENT/CLIENT ?
NONSO STANLEY ANENE, CMC,
FIMC, FIMS
Hospital Management Consultant

2. Who is a
CUSTOMER - CLIENT –
PATIENT

3. A CUSTOMER is an object of profitability in
business; excluding humane-ness, humanity,
empathy, sympathy and emotions

4. …when referred to as a PATIENT, the excluding
characteristics are now involved.
He/She is SICK

5. A CLIENT is one who seeks
professional services or advice
of the other

6. Who is a CLIENT (PATIENT) ?

7. The CLIENT (PATIENT)
 The Client (patient) is the one that
justifies all efforts of the hospital
existence
 He is the king of hospital business
 He is the one that pays the bills. He has
the purchasing power.
 He is the beginning and end of every
hospital business.
“For him to spend in your hospital, you
have to serve him well”

8. PATIENT Economic Profile
1. Wealthy Patients
2. Very Rich Parents
3. The Middle Income Group
4. Poor Clients
5. Abject Poor Clients

9. 1. Arrogance
2. Demanding
3. Impatience
4. Domineering
5. Recognition
6. Attention Seeking
Common Characteristics of a
PATIENT

10. 1. Name: First, middle,
surname with appropriate title
2. Gender
3. Tribe & Cultural
Background
4. Educational Level
5. Occupation
6. Economic Profile
7. Marital Status
Know Your Client (KYC)
8. Peculiar Xteristicis - Likes &
dislikes
9. Diagnosis: Compulsory for
medical team
10. Special Conditions eg
Emotional disorder, smoking,
etc:

11. Responsibility of the PATIENT
to You
1. Comply with
medical and
Health decisions
2. To pay your bills
3. Grow your
Hospital

12. Your Responsibility to the
PATIENT
1. To relieve his
pain; and
2. Prolong his life in
a safe,
comfortable and
friendly
environment.

13. PATIENT Expectations

14. From the Staff:
Gateman to Medical Director
 Courtesy
 Friendliness
 Cheerfulness
 Red Carpet
 Prompt Service
 Quality Service
 Cost-effective
Service
 Sincerity

15. From the Hospital
 Clean
environment
 Accessibility
 Cheerfulness
 Red carpet
 Prompt Service
 Quality Service
 Cost-effective
service
 Sincerity
Everything the Px needs to know needs to
be unveiled in the language he/she will
understand; even those not asked as long
as it’s important and relevant

16. deliver on Patient’s
Expectations
 Communication
Skills
 Negotiation Skills
 Good Dress sense
 Self Confidence
 Patience
 Good Human
Relations
 Good Listener
 Humility
 High Energy Level
 Knowledgeable
 Success-driven
 Time Management Skills
 Team spirit and loyalty to
the company
 Honesty
 Focused
 Commitment
 Self Motivation

17. The Hospital Team
“Alone we can do so little; together we can do
so much”
― Helen Keller

18. Your Friend,
NONSO STANLEY ANENE, CMC, FIMC, FIMS
Speaker, Trainer, Brand Strategist and Hospital Mgt.
Consultant
0806 851 6722 nonsoanene@gmail.com
Questions