Intended for healthcare professionals

Letters Professional judgment v customer expectations

Is the customer always right?

BMJ 2018; 361 doi: (Published 12 June 2018) Cite this as: BMJ 2018;361:k2448
  1. Eugene Y H Yeung, medical doctor
  1. Royal Lancaster Infirmary, Lancaster LA1 4RP, UK
  1. eugeney{at}

I sympathise with Rosen’s concern about the conflict between professional judgment and customer satisfaction and with her call for a solution.1 Unfortunately, it seems that new generations of doctors are being taught to be good customer service providers rather than responsible professionals.

In a communication workshop in medical school I role played a general practitioner who faced a disgruntled patient …

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