§ Mr. MichaelTo ask the Secretary of State for Wales if he will detail the individuals, groups and organisations whom he regards as customers of the national health service in Wales.
§ Mr. Nicholas BennettEveryone who comes into contact with, or works for, the national health service is a customer of the NHS. Customers include patients, their friends and relatives, the staff of the NHS and the organisations who deal with the NHS.
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§ Mr. MichaelTo ask the Secretary of State for Wales what is his policy in respect of encouraging health authorities and national health service units in Wales to regard those they serve as patients or as customers.
§ Mr. Nicholas BennettOne of the three main aims of the strategic intent and direction for the NHS in Wales, launched in November 1989, is to develop a people-centred service. This means valuing people as individuals and managing services to this end.
This objective was developed in the all-Wales quality strategy, launched in April 1990. The strategy identified two types of customer of the NHS: external customers —in-patients and out-patients, domiciliary patients, the public and other organisations; internal customers— mainly those who work for the NHS.
The people-centred approach is an important feature of the patients charter for Wales. The charter informs patients of their rights and the standards they can expect within the NHS.
Health authorities and units are continually improving their service to the customers of the NHS within the overall Welsh Office strategy.