I have worked for enough hospitals, health systems, and vendors in leadership positions to live through the declarations of customer and patient centricity. It’s more than hiring new talent. It’s more than just catching up and using technology more efficiently. It is a whole lot more than declaring it’s all about the customer. Customer centricity doesn’t happen overnight, especially in healthcare enterprises that have had an internal instead of external focus. It isn’t driven by technology, though that is a tactic and solution. It’s not just a one-and-done training program. It’s not a line in the business or strategic plan. It starts and ends with the culture and focus of the organization. An organization can not treat patients or healthcare consumer as a customer, nor be successful in the endeavor if the very soul of the healthcare enterprise leadership, focus, and culture are not devoted to the customer. It’s all about the healthcare consumer or patient. The only thing that matt...