Sincerely yours, Patient-Centered Care Department

A friend had some complaints and suggestions about a relative's stay in a New York City hospital. She asked me for advice as to how she might best get a response from the hospital, and so I of course suggested that she write to the CEO.

She did get a timely response, which she shared with me. The stunning aspect of the reply was that it was from the "Patient-Centered Care Department."

Should we feel good about this? I think not. The idea that there should be a department of this name is like suggesting that there should be a similar department named "Avoiding Nosocomial Infection Department" or "Let's Operate on the Right Site Department."

Patient-centered care -- or as I prefer, patient-driven care -- is not the purview of a separate department. It is the job of the entire hospital and all who work there. By creating a department with that name, you suggest that most staff members are free to let that part of the mission be in the hands of others.