title: The grown-up patient. The new customer in dialysis or--how to handle the demanding and emancipated dialysis patient.
abstract: The treatment of dialysis patients is under pressure. As a result of strict budgeting and increased administrative work, enhancement and the further development of the dialysis health care system is needed. An essential element of that development is a radical change in the patient/nurse relationship. Customer relationship management assumes that the patient is seen as a client, is encouraged to make decisions on their treatment and also emphasises the professionalism of nursing.
authors.forename: I
authors.initials: I
authors.lastname: Hippold
mesh_terms: D006436:Hemodialysis Units, Hospital; D006801:Humans; D009723:Nurse-Patient Relations; D017060:Patient Satisfaction; D018802:Patient-Centered Care / Q000379:methods; D011787:Quality of Health Care; D006435:Renal Dialysis / Q000451:nursing* / Q000523:psychology