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"I find the term customer offensive".

D Clarke1, D Yarrow

  • 1Gateshead Health Centre, UK.

International Journal of Health Care Quality Assurance Incorporating Leadership in Health Services
|December 8, 1996
PubMed
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This study reveals that improving healthcare quality and achieving cost savings are possible by bridging a cultural divide in the National Health Service (NHS). Addressing differing perspectives on patient needs can lead to better care and financial benefits.

Area of Science:

  • Healthcare Management
  • Nursing Studies
  • Health Economics

Background:

  • The National Health Service (NHS) faces inherent tensions between cost containment and quality of care.
  • Managing patient expectations and finite resources presents ongoing challenges in healthcare provision.

Purpose of the Study:

  • To explore the impact of differing perspectives on "customer requirements" within the nursing discipline on patient care.
  • To identify opportunities for cost savings and quality improvement in healthcare settings.
  • To examine the cultural divide affecting the total care process.

Main Methods:

  • Qualitative research conducted in two hospitals between 1993 and 1995.
  • Focus on perceptions of quality and its management within the nursing context.

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  • Analysis of the divergence in perspectives on patient needs and service delivery.

    • Main Results:

    • A significant cultural divide was observed within the healthcare process, impacting patient care.
    • Potential for substantial cost savings exists, achievable concurrently with quality enhancements.
    • Bridging this divide offers financial gains and improved standards of care.

    Conclusions:

    • A shared understanding of the interdependence between healthcare needs, expectations, and finite resources is crucial.
    • Addressing the cultural divide is essential for optimizing healthcare provision in the 21st century.
    • Further efforts are required to reconcile differing perspectives and achieve integrated care goals.