...Colin Clarke; Lesley-Jane Eales-Reynolds Purpose – The purpose of this paper is to examine if customer care (CC) can be directly linked to patient safety through a human factors (HF) framework. Design/methodology/approach – Data from an online questionnaire, completed by a convenience...

... below customer expectations, resulting in a complaint. Contrast this approach with that now taken by NHS trusts, as mandated by the NHS Executive[ 10 ]. © MCB UP Limited 1997 Corporate culture Customer care Managers National Health Service Organizational change The use...

... to the quality and effectiveness of the NHS, in accordance with the priority given in the reforms to obtaining the views of the public. Customer care Health care National Health Service The reforms which were initiated in the NHS in 1991 have had significant implications for Community Health...

... averaged one case per participating consultant per week, which we did not feel was a significant additional burden. Customer care Health care Hospitals Internal audit Monitoring Performance appraisal Quality assurance Quality management Royal Sussex County Hospital Adverse event...