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What The Doctor Ordered: Customer care has special meaning in the NHS

It is not that long since patients were expected to be unconditionally grateful for the care they received, not to ask questions and to be suitably respectful of their care-givers. At that time, nurses offered regimented care and a suitably maternal if condescending approach to care delivery. Doctors – especially surgeons – not only behaved like god but were indeed revered as his representatives on earth

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