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The Customer Imperative

The Customer Imperative Much of the management effort in the National Health Service NHS over the last few years has been directed towards increasing the responsiveness of the service to the consumer. The aims set out in the 1989 White Paper, Working for Patients, are explored, concentrating on the cultural and structural changes within the NHS that, in the area of customer orientation and service, are necessary for success in the new market economy. The involvement of the consumer in all aspects of the delivery of health care is stressed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Health Care Quality Assurance Emerald Publishing

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References (1)

Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0952-6862
DOI
10.1108/09526869110135086
Publisher site
See Article on Publisher Site

Abstract

Much of the management effort in the National Health Service NHS over the last few years has been directed towards increasing the responsiveness of the service to the consumer. The aims set out in the 1989 White Paper, Working for Patients, are explored, concentrating on the cultural and structural changes within the NHS that, in the area of customer orientation and service, are necessary for success in the new market economy. The involvement of the consumer in all aspects of the delivery of health care is stressed.

Journal

International Journal of Health Care Quality AssuranceEmerald Publishing

Published: Mar 1, 1991

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