Patients are customers because we, the NHS provide them with a service. It is our duty to ensure that they are treated in a safe environment, efficiently, effectively and with dignity. If we fall short of that, we are held to account.
I would also like to point out that many of the managers in the NHS are actually clinically trained and so have first hand knowledge of working at the operational level. They also work very hard and they have to ensure that the money we receive from the taxpayer is used efficiently to ensure that we deliver a productive service to our patients, the customer.
Don't forget, that our services are bought by the primary care trusts who take a strategic view of the services and resources needed for their areas. Like it or not, it is a market economy and the patients are customers but importantly, they are the most important node in the service delivery chain.
Unfortunately, for too long in in the NHS, too many clinicians, especially consultants and certain sections of nursing,especially midwives, have believed that the NHS centred around them. Well it does not. The patient is the focal point and clinicans as well as managers are there to deliver a service tthat meets their needs.
Part of that service means that we should ensure that we look presentable.