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'Staff don’t need another stick to be beaten with'


Patients are not customers and using customer satisfaction tools that work in private industry is clumsy and a pointless waste of time. It will not help the vulnerable elderly being treated badly and is far too easy to skew. Surely it would be far better for health services to have a visible figure who is in charge and who will not only listen to complaints but will set and maintain standards and instill pride in the work force so we can concentrate on patient care not on satisfying the relatively narrow parameters any question asks. It's a sad fact we are spending so much time getting patients to comment on services and therefore less on patient care. This is the same mentality that has people wanting to know how to pass an exam rather than learning about something and being able to demonstrate that learning had taken place.

Posted date

7 September, 2013

Posted time

8:32 am