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Putting Patients Last: How the NHS keeps the ten commandments of business failure

James Gubb, Oliver Meller-Herbert, December 2009

In recent years, NHS reform in England has focused on stimulating competition between providers and increasing choice for patients. Many NHS organisations are now as much businesses as they are public bodies; if they fail to design services around patients and meet their needs, they should start to lose custom as well as incurring the wrath of government. But just how good are they at satisfying their ‘customers’ – the patients? We use a framework developed by Donald R. Keough, former president and CEO of the Coca-Cola Company, to assess this.

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