Is person-centred the same as client-centred? Are we simply talking about good customer relations when we say we are person-centred? Let’s take, for example, the nice guy at Harvey Norman who asks so pleasantly if he can help, then takes you to the toaster section and gives you a great explanation of the different types of toasters, their respective advantages and disadvantages and how much they cost. He even offers to reduce the price for you because he has been given advice from his superior that there is enough fat built into the system to make people feel that the discount he is offering is just for them.
Really, you are just another sale, and he couldn’t care a fig if you are wanting to buy a toaster for your aunty who is sick at home and can’t get out to go shopping, or you’re needing a second toaster because you’ve just married this nice guy with five children and you don’t have enough toasters to meet the needs of your growing family.
Being person-centred in the health and welfare sector has to be more than taking a special interest in people so that we can sell them our product, even if that product is care, compassion and a nice cup of tea. It’s about putting that person at the centre of our attention, so that they have a choice about the service they receive and can make real decisions about how that service is provided. Client-centredness is simply good customer relations that is ultimately about the organisation that is providing the service or product. Person-centredness is about putting the person first.
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