Customer First UK calls for Gov to put the Customer at the heart of NHS radical overhaul
13/07/2010
Challenging and radical to say the least. The NHS is to undergo major restructuring. Radical plans include the axing of the 10 Strategic Health Authorities and the 152 Primary Care Trusts. Budget responsibility is being delegated locally to GPs, hospitals and local authorities.
This heralds HUGE cultural change which will see surgeries and hospitals being run as enterprises. Concerns are surfacing about GPs having the skills to run their practices like 'businesses?' Afterall, medical school focused on the workings of the human body not the balance sheet and the operations of the business and marketing plan. Could surgeries and hospitals be tasked with building 'brand value' to win and retain patients (customers)?
Customer First UK welcomes Health Secretary Andrew Lansley's ambition 'for health outcomes - and quality services - that are among the best in the world.' But what we call for is for the government to reassure NHS customers that these radical decisions will increase confidence in NHS services. Confidence and reassurance comes from a belief and trust that GPs, hospitals and local authorities are 'Putting the Customer First.'
Best practice for change management requires the buy-in to the building of new foundations...a bridge to making that cultural crossing. The Customer First Standard provides that framework, supported by its 3 core pillars - Customer Relationships, Market Awareness and People. The Standard supports the development of long-term relationships with patients that are focused on impact and health outcomes. The Standard increases market awareness to understand patient needs and innovate and develop services that meet local needs. And finally the NHS is about People. The Customer First Standard is about having the right people in place to deliver great services. Patients need reassurance that their GP is focused on their health and not on weighing up whether Facebook is the most cost effective route to market. Great businesses are built on teams that play to people's strenths and expertise.
During this transition the Customer First Standard can support NHS organsiations to diagnose their development needs, to put in place the strong infrastructure and culture required to do what they and all NHS professionals do best - 'Putting the Customer First.'
Author: Frea O'Brien, Chief Executive, Customer First UK
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