Image by Gerd Altmann from Pixabay For several years now, hospitals and other providers have marketed to patients that they are patient-focused using any number of brand tag lines. Cleaver and memorable in most cases, the brand taglines, in a few short marketing communications messages, hit various marketing channels. You can replace healthcare providers with vendors and patient-focused with customer-focused for the same result. I am not writing today about how you become patient or customer-focused. Previous blog posts have addressed the characteristics and mechanics of what it takes to be patient or customer-focused. If you are interested, you can read “Patient & Customer Centricity is Culture- Driven, Not Program Driven” http://bit.ly/2PVtRLW , and “ Your Definitive Guide for Making a Hospital Patient-focused in a Pandemic World https://bit.ly/2Go5Ri5 .” Today is more concerning what does it mean to say you are patient or customer-focused. And in saying “we’re patient o...