HC Deb 13 July 1992 vol 211 c426W
Mr. Peter Bottomley

To ask the Chancellor of the Duchy of Lancaster if citizens charters will be published in looseleaf form to permit amendments.

Mr. Waldegrave

We intend to set increasingly tougher standards for public services; and further improve their quality and responsiveness to the public. Each public service organisation will determine bow best to publicise its own improved standards of service.

Mr. Harry Greenway

To ask the Chancellor of the Duchy of Lancaster how many times so far he estimates that individuals have availed themselves of provisions in citizens charters; and if he will make a statement.

Mr. Waldegrave

The citizens charter aims to provide better quality service, greater customer choice, published standards of service and accessible means of redress, to all users of public services. Published, measurable standards ensure the public know what quality of service they can expect to receive; compare this with other service providers, and measure performance in achieving the standards required.

Over time, we will set even tougher service standards; and further improve the quality and responsiveness of public services. For example, the patients charter set maximum two-year waiting times for NHS operations; these will be reduced to 18 months from April 1993 for hip and knee replacements and cataract operations.