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Handbook for practice learning in social work and social care: knowledge and theory (3rd ed.)

and service recipients, making the service recipients of these health and social care organisations experience higher dissatisfaction. The undesirable outcome of service commodification can easily be seen in the healthcare arena of Hong Kong. Different from the good old times, when the human and emotional bonding between healthcare providers and patients was strong, the relationships between healthcare providers and patients are under strain now. Healthcare providers are not looking forward (or are not allowed to look forward) to treating patients, but the service commodification makes them care only about the numbers – numbers of patients treated, numbers of minutes used to treat a patient, and thus the number of resources that they can obtain from the upper-level institutions. At the same time, patients are not looking forward (or are not allowed to look forward) to build up a relationship with healthcare providers; instead, they just expect to get a minimum level of treatment. The breakdown of this healthcare provider–patient relationship can explain why there are more and more misunderstandings between healthcare providers and patients in Hong Kong now, because both parties are the losers and sufferers under this shift of care commodification. Although some healthcare providers did whistleblow, the poor relationship between healthcare providers and patients has made these whistleblowers be condemned. Therefore, whistleblowing is not a simple issue that can be sufficiently tackled by a change of organisational culture and leadership style, but the success or acceptance of whistleblowing also depends very much on the social and cultural values that are held by other social members outside the organisations.