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The Six Steps of the Big Shift

It’s no secret that your constituents—the people in your community or practice for whose health you are responsible—are feeling and behaving more like consumers of a service. They no longer look at healthcare professionals as demigods who deserve to be treated with awe and deference. When they get sick or break a bone, they want prompt, friendly treatment. They want to be in and out of the hospital or doctor’s office as quickly as possible after undergoing a safe and effective cure. They don’t want to be lectured about their weight or smoking, even though they should be. They want the doctor or nurse practitioner ...

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