THE NHS AND ITS CUSTOMERS - Executive Summary - Crown Copyright 1989

Sep 21, 2026

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Executive summary of “The NHS and its Customers” examining key changes in England and Wales’ National Health Service, especially efforts to test consumer views and develop more active approaches to patient relations. It highlights why listening to patients matters, including early detection of dissatisfaction, democratic accountability, and potential benefits for morale and recovery. It also notes obstacles such as limited use of satisfaction survey results and continuing staff skepticism. The study was commissioned by the Department of Health in February 1988 and describes the context up to October 1988.

LanguageEnglish

CategoryResearch & Report

FormatPDF

Pages28

Reading Time1 h 11 min

AccessFree to download

Executive Summary

Background: developments since earlier encouraging words

Why learn what the customer thinks

Challenges and organisational culture

Study scope and timing

Objectives of the booklet series

Booklet contents and overview of key packages

Main findings as of October 1988

The NHSandits Customers # EXECUTIVE SUMMARY 1Roy Carr-Hill,Shirley McIverand Paul Dixon y7109036 | N.I.Hete 3n.
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CARR | ■ # THE NHS AND ITS CUSTOMERSEXECUTIVE SUMMARY N.I.HEALTH AND SOCIAL SERVICESQUEEN'S UNIVERSITY MEDICAL LIBRARY MEDICALLIBRARYTelephone 322043 This book must be returned by the latest datestamped below.Otherwise a fine will be imposed. | 26.FEB.199 | 0
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APR | 94 | | | 274195 | | | | | | | THE AUTHORS Roy Carr-Hill is ESRC Senior Research Fellow at the Centre for HealthEconomics at the University of York. Shirley McIver is Research Fellow at the Centre for Health Economics at theUniversity of York. Paul Dixon was until recently Convenor of Sociological Methods teaching atthe University of Sussex.He is now a freelance social researcher. This booklet is one of a series reporting on a study"The NHS and ItsCustomers”,funded by the Department of Health. FURTHER COPIES 已1.50 Further copies of this single booklet are available at price f0 to cover thecosts of publication postage and packing from: The Secretary Centre for Health Economics,University of York,Heslington,York,YO15DD.Tel:0904433648/433646 The complete set of three booklets plus the executive summary is available atthe price of £7.50.Please make cheques payable to University of York. ## 二) # THE NHS AND ITSCUSTOMERS EXECUTIVE SUMMARY byRoy Carr-HillShirley MclverPaul Dixon Crown Copyright 1989 No part of this publication may be reproduced in any form without thepermission of the Department of Health. Published by The Centre for Health EconomicsUniversity of YorkHeslingtonYork YO15DD Laserset by Computype,241 Hull Road,York YO13LA.Tel:(0904)410732 | Printed by North Wolds Printers Ltd,Unit A Estate Road,Pocklington,N. | | --- | | NIH5S
Yorks.Tel:0759303944 | | QUBML | | 31 MAY 1989 | | BELFAST | THE NHS AND ITS CUSTOMERS “A very great deal ofimportance isattached to ensuring that the views ofthe community at all levels are takeninto account in any decision." Sir Roy Griffiths "We have concentrated...onensuring that management plays anactive,not merely a reactive,role inrelation to patients and thecommunity.” THERE HAVE BEEN several important developments in the National HealthService since those encouraging words five years ago.There has been anincrease in activity designed to test consumer views and there have beeninnovative approaches towards'marketing'the health services.But few healthauthorities would claim they had been wholly successful.For example,manyhealth authorities have commissioned patient satisfaction surveys,but appearto have difficulty acting on the findings.Others may have appointed marketingmanagers,but many are still uncertain as to the most effective ways of approaching the patient as customer.There is still much to be done to developan imaginative and responsive approach to customer relations throughout theNHS. There are powerful reasons for finding out what the customer thinks: ·identifying consumer dissatisfaction can provide management withan early warning system of potential difficulties ·the public increasingly demands active participation anddemocratic accountability in the design and delivery of services itreceives ·inquiring of the patient and involving him or her in the treatmentprocess is thought to boost morale and speed recovery. At the same time,any effective approach has to involve allNHS staff.Yetthere may still be some health service staff who believe that effort put intocustomer relations is a waste of time—the'we know best(or the patient prefersto leave it to us anyway)'or 'things never change to why bother to find out(andanyway,there are no resources)’or 'very few

FAQs

What developments in the National Health Service are discussed in the executive summary?

The executive summary describes increased activity to test consumer views and innovative approaches to marketing health services. It also notes that health authorities have not been wholly successful overall.

Why does the summary say it is important to find out what customers think?

It cites identifying dissatisfaction as an early warning system, meeting rising public demands for active participation and democratic accountability, and involving patients in care to boost morale and speed recovery.

What is the main purpose of the booklet series that this executive summary introduces?

The series aims to examine aspects of recent development of customer relations and quality management strategies in England and Wales, including survey methodology and current practice.

Sep 21, 2026

Uploaded by Aria