Applying customer service metrics to student mental health is potentially dangerous and ignores the complexity of care needed
“Who are your customers, and how well have you served them?” The question, newly introduced into our annual performance review, knotted my stomach.
As a psychiatrist in an American university counselling centre, I provide clinical care to college, graduate and professional school students who come to me for difficulties such as mood swings, anxiety, and relationship problem. I consider them patients, people, students.
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For a population managing distress on their own for the first time, isn’t learning to plan through making and keeping appointments, and learning to tolerate emotional distress when a plan unexpectedly falls through, part of the very purpose of higher education?
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