Mill City ICC (Innovation, Collaboration and Commercialization) is a non-profit organization. We believe that consumers will be the driving force in healthcare.
Healthcare, historically a physician-centric “profession”, is confronting “consumerism” and the need to become more patient-centric with a greater focus on customer service.
Professionalism vs. Consumerism
“The sociologist Eliot L. Freidson, in his classic study of health care titled Profession of Medicine, defines a profession as a work group that reserves to itself the authority to judge the quality of its own work. Freidson’s definition of a profession contradicts the usual assumption of consumer-oriented production, in which the customer, not the producer, has the “authority” exercised by marketplace choices, to judge quality. In Freidson’s world of professions, excellence is in the eye of the professional. In the more normal world of products and services, excellence is in the eye of the customer.”
Donald M. Berwick, M.D.
What ‘Patient-Centered’ Should Mean: Confessions Of An Extremist
When this article was published in May 2009, Dr. Berwick was Administrator of the Centers for Medicare and Medicaid Services. The Affordable Care Act, signed ten months later (March 2010), states in the first sentence: “This Act puts individuals, families and small business owners in control of their health care”.
We are at the halfway point in a decade of extraordinary change.