...Lesley‐Jane Eales‐Reynolds; Colin Clarke Purpose This study was designed with the intention of exploring the effectiveness of a novel approach to training health services workers to meet the aims of raising awareness of their customer care framework and encouraging a culture of customer service...

.... National Health Service Relationship marketing Customers Retention Organizational development Quality The Labour Government’s health policy announced in its White Paper, The New NHS, Modern, Dependable (White Paper, 1997), created Primary Care Groups which built on what had worked...

.... © MCB UP Limited 2000 Partnering Attitudes Co‐operation Customers Organizational change Norway A partnership is a co‐operation or an alliance where people work together in mutual respect. Man is an autonomous individual who makes choices, decides, acts and takes responsibility...

...Terry Desombre; Gavin Eccles This article looks to review recent practice undertaken within the UK hotel sector to improve customer service, and suggests ideals that could be implemented within National Health (NHS) Trust hospitals. At a time of increasing competition, hotel firms are using service...

... such as a waiting time. Examines the ways in which total quality management has been deployed in a health‐service context and pays particular attention to the way in which the concept of “the customer” may need considerable refinement. Suggests incorporating more user‐centred approaches into evaluations of quality...

...Lilo Seelos; Colin Adamson More and more organizations find that a constructive and open dialogue with their customers can be an effective strategy for building long‐term customer relations. In this context, it has been recognized that effective complaint/contact handling can make a significant...

... as leader and practitioner is outlined. CHILDREN CUSTOMERS STANDARDS HEALTH CARE NATIONAL HEALTH SERVICE SERVICE QUALITY 4 IJHCQA 4,6 P roviding quality care and thoughtful planning of facilities for both parents and children have been successfully implemented in a Nottingham children's unit...

...Patrick J. Kelly; Richard S. Swift A description of the methods to institute a Total Quality Programme by establishing a management process to recognise the needs of customers/ patients. Also the shaping or re‐shaping of the provision of services which would be more convenient and attractive...

... and their requirements. Thirdly, these companies focus on differentiating their product by providing high quality. Lastly, the best companies are concerned with the customers′ perceptions. The benefit to the company is higher profits. COMPANIES CUSTOMERS SERVICE INDUSTRIES LESSONS FROM COMPANIES THAT SERVE...

... plans, and implement marketing plans. Hospitals now walk a tight‐rope between cost containment and health care quality. Two fundamental areas that hospitals should consider in order to build and maintain a loyal customer base are a customer‐oriented philosophy and a better utilisation of the workforce...

...Barbara Morris An examination is conducted of customer dependency followed by an analysis of what can create customer satisfaction. The problems caused for enhancing productivity are then explored in terms of customisation and standardisation, resulting in conclusions about system design to deliver...

...Chris Plaster This article is a report of a symposium on quality assurance in mental health services which took place on 10 March 1989 at Tone Vale Hospital, Taunton. © MCB UP Limited 1989 CUSTOMERS MENTAL HEALTH QUALITY ASSURANCE QUALITY 20 IJHCQA 2,3 A report of a symposium held...

... CUSTOMERS TQM 4 I J H C Q A 2,3 W hat is the role of total quality management in health care? The author explains. Total Quality Management by Barbara Morris In industry, the traditional approach to quality has been to do the job, and then inspect or check it, and if necessary screen out and perhaps...

... Service management is contrasted with that of the author's previous employer, Marks and Spencer, and some recommendations for action are proposed. Customers Health Service Hospital Management National Health Service Service Management WHO CAMS FOR THE CUSTOMER? 5 T he author passes a critical...