Question – The NHS Confederation says that the focus within the NHS should be more on customer service if they are to improve overall performance and staff morale. This agrees with a recent media poll (BBe, 2011) which found that 93% of the public who responded think it is important for the NHS to focus more on customer services such as staff being friendlier. However the Leader of Unison, Karen Jennings warned against viewing patients as customers. Ms Jenning’s concern was based around the term customer and the business ethos the term carries, she states that “It’s about how you approach the people you are looking after and that has got nothing to do with being a customer.” Reflecting on Ms Jenning’s statement explore why the concept of ‘ the customer’ could be an issue within a health and social care organisation and consider how a manager could evaluate whether the level of service being provided meets the needs and expectations of their ‘customers’.
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