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Appears in Collections:Management, Work and Organisation Journal Articles
Peer Review Status: Refereed
Title: Consumer as king in the NHS
Authors: Bolton, Sharon C
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Keywords: Customer service
National Health Service
Issue Date: 2002
Publisher: Emerald
Citation: Bolton SC (2002) Consumer as king in the NHS, International Journal of Public Sector Management, 15 (2), pp. 129-139.
Abstract: Over the last two decades, in response to political and financial pressures, the NHS has been subjected to considerable changes in its organisation. There is increasing emphases on containing the costs of hospital provision and making the treatment available from hospitals more responsive to consumers' needs. "New" public sector management (NPM) philosophy clearly reflects an ideological shift toward newly valued entrepreneurial attitudes and behaviours, where patients and health service-users are re-defined as "customers" and "consumers". Through a consideration of the recent changes, this paper will argue that the increasing emphasis on efficiency, cost-cutting and most especially consumer satisfaction has transformed how nurses manage their emotions at work, adding new dimensions to their caring role. Nurses now find themselves having to present the detached, calm, but caring, face of the health professional whilst also having to present a smiling face to patients who now behave as demanding customers.
Type: Journal Article
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Rights: The publisher does not allow this work to be made publicly available in this Repository. Please use the Request a Copy feature at the foot of the Repository record to request a copy directly from the author. You can only request a copy if you wish to use this work for your own research or private study.
Affiliation: SMS Management and Support Team

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