An internal customer is someone within the organization who relies on the output of a process or service to perform their duties. In the context of a skilled nursing facility, the nurse completing the initial assessment is considered an internal customer of the admission process. The nurse depends on the accurate and timely completion of the admission process to assess the patient's condition and plan care accordingly.
* Patient's spouse and family (A): They are external customers who interact with the facility but are not part of its internal processes.
* Insurance company (C): This is an external entity involved in the payment process, not an internal customer.
* Patient being admitted (D): The patient is the end-user of the services provided but is considered an external customer.
References
* NAHQ Body of Knowledge: Customer Identification and Management
* NAHQ CPHQ Exam Preparation Materials: Internal and External Customers in Healthcare
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