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The Customer Imperative

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Article publication date: 1 March 1991

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.

Keywords

Citation

Barrett, V. (1991), "The Customer Imperative", International Journal of Health Care Quality Assurance, Vol. 4 No. 3. https://doi.org/10.1108/09526869110135086

Publisher

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MCB UP Ltd

Copyright © 1991, MCB UP Limited