Who Cares for the Customer?

Abstract

A critical eye is cast over some key services provided in a London teaching hospital while the author was undertaking a management development project. The absence of many standards and the provision of some services which could be harmful are noted. The approach of National Health Service management is contrasted with that of the author's previous employer, Marks and Spencer, and some recommendations for action are proposed.

Citation

Abrahams, M. (1988), "Who Cares for the Customer?", International Journal of Health Care Quality Assurance, Vol. 1 No. 3, pp. 5-12. https://doi.org/10.1108/eb006072