Customer orientation is a fine ideal. Making it a reality is difficult for many organizations. Provides a framework to guide management through the process of building a customer‐driven philosophy. It is hoped that by means of such a framework it will be possible to evaluate an...

Purpose – This paper aims to explore patients' satisfaction with access to treatment in both the public and private healthcare sectors in London. Design/methodology/approach – Qualitative and quantitative methods were employed to determine patients' levels of satisfaction. A...