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Baubles are a waste of time

BMJ 2000; 321 doi: https://doi.org/10.1136/bmj.321.7265.905 (Published 07 October 2000) Cite this as: BMJ 2000;321:905
  1. Charles Essex, consultant neurodevelopmental paediatrician
  1. Coventry

    My car needed a new exhaust pipe. As I had time to wait I read the chairman's 10 point customer satisfaction guarantee displayed on a large sign behind the counter (I want to deliver a quality service to my customers so I am interested to see what other organisations say and do). I watched other customers. Most ignored the sign. A few glanced at it, then ignored it. What they wanted to know was, “When will my car be ready, will it be done properly, and how much will it cost?”

    Having a policy was more important than who wrote it or what it said

    I kept a clinic session free (waiting list up, activity levels down) to attend a seminar about the Charter Mark Award, an award that public services can apply for. One criterion for the award is that a department should monitor its performance and publish the results so the users of that service can see them. I visited a unit that had been awarded a Charter Mark. The waiting times from referral letter to …

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