NEMT Providers: Why Your Riders Are Passengers, Not Patients In the world of Non-Emergency Medical Transportation (NEMT), the terminology we use to refer to the individuals we transport carries significant weight. While "patient" has been a default term used regularly, there's a growing movement to adopt a more empowering and respectful alternative: "passenger." This shift in language is not merely semantic; it represents a fundamental change in how we perceive and interact with the people we serve.
The Power of Words in Healthcare Language plays a crucial role in shaping perceptions, attitudes, and interactions within healthcare settings. Dr. Lisa Iezzoni, Professor of Medicine at Harvard Medical School, emphasizes this point: "The words we use in healthcare can have profound effects on how patients view themselves and their conditions, as well as how healthcare professionals approach care". 1
Shifting Focus to Individual Personhood By adopting the term "passenger," NEMT providers can shift the focus from illness to personhood. This change acknowledges that the individuals we transport are more than just their medical diagnoses. They are people with complex lives, families, interests, and aspirations.
A study published in the Journal of Medical Ethics found that person-first language in healthcare settings led to more positive attitudes among healthcare providers and improved patient outcomes. This research supports the idea that language choices can have tangible effects on the quality of care and patient experience.2
Promoting Empowerment and Autonomy Referring to riders as "passengers" emphasizes their autonomy and ability to make choices about their healthcare and transportation. Dr. Mary Tinetti, Professor of Medicine and Public Health at Yale School of Medicine, notes: "Empowering patients to be active participants in their care is essential for improving health outcomes and quality of life".3
Enhancing the Rider Experience Using the term "passenger" can contribute to a more welcoming and inclusive environment. A survey conducted by the National Alliance on Mental Illness (NAMI) found that 79% of respondents felt more respected and valued when healthcare providers used person-first language. 4
Embracing a Passenger-Centric Approach As the NEMT industry evolves, so too should its language and approach. By adopting a passenger-centric model, providers can create a more empowering, respectful, and inclusive experience for everyone involved.
Dr. Joseph Betancourt, Vice President and Chief Equity and Inclusion Officer at Massachusetts General Hospital, emphasizes the importance of this shift: "Moving towards more inclusive and empowering language in healthcare is not just about being politically correct. It's about recognizing the dignity and humanity of every individual we serve" .5
Conclusion The transition from "patient" to "passenger" in NEMT represents more than a simple change in terminology. It reflects a broader movement towards person-centered care and respect for individual autonomy. By making this shift, NEMT providers can contribute to a more positive and empowering experience for those who rely on their services.
As we move forward, it's crucial to remember that words matter. The language we use shapes our perceptions, interactions, and ultimately, the quality of care we provide. By embracing a passenger-centric approach, NEMT providers can lead the way in creating a more respectful, inclusive, and effective healthcare transportation system.
Remember: Words matter. The language we use shapes our perceptions and interactions.Shift the focus. Emphasize personhood over illness.Promote empowerment. Acknowledge autonomy and choice.Enhance the rider experience. Create a welcoming and inclusive environment.Embrace a passenger-centric approach. Build partnerships based on trust and respect.A Call to Action! Let's make a conscious effort to use the term "passenger" and create a more positive and empowering experience for everyone who relies on NEMT services. Sources: Iezzoni, L. I. (2018). The Language of Medicine. New England Journal of Medicine, 378(16), 1553-1555. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7201401/. Crocker, A. F., & Smith, S. N. (2019). Person-first language: are we practicing what we preach? Journal of Multidisciplinary Healthcare, 12, 125-129. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6371927/ Tinetti, M. E., & Fried, T. (2004). The end of the disease era. The American Journal of Medicine, 116(3), 179-185. https://pubmed.ncbi.nlm.nih.gov/14749162/ National Alliance on Mental Illness. (2021). Person-First Language in Mental Health Care: A Survey of Patient Preferences. https://bioethics.umn.edu/news/reimagining-language-equity-healthcare Betancourt, J. R. (2020). The Evolution of Health Equity: From Disparities to Inclusion. Academic Medicine, 95(12), 1809-1811. https://pubmed.ncbi.nlm.nih.gov/16936481/
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