000			01617naa a2200205uu 4500
001			6840
003			OSt
005			20190211154150.0
008			020912s2002 xx ||||gr |0|| 0 eng d
100	1		_aBOLTON, SHARON _91265
245	1	0	_aConsumer as king in the NHS
260			_c2002
520	3		_aOver the last two decades, in response to political and financial pressures, the NHS has been subjected to considerable changes in its organisation. There is increasing emphases on containing the costs of hospital provision and making the treatment available from hospitals more responsive to consumers needs. " New" public sector management (NPM) philosophy clearly reflects an ideological shift toward newly valued entrepreneurial attitudes and behaviours, where patients and health service-users are re-defined as "customers" and "consumers". Through a consideration of the recent changes, thjis paper will argue that the increasing emphasis on efficiency, cost-cutting and most especially consumer satisfaction has transformed how nurses manage their emotions at work, adding new dimensions to their caring role. Nurses now find themselves having to present the detached, calm, but caring, face of the health professional whilst also having to present a smiling face to patients who now behave as demanding customers
650		4	_aServiço Nacional de Saúde _916286
650		4	_aAtendimento ao Cidadão _912988
773	0	8	_tThe International Journal of Public Sector Management _g15, 2, p. 129-139 _d, 2002 _w
942			_cS
998			_a20020912 _bLucima _cLucimara
998			_a20130910 _b1056^b _ckarina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c6998 _d6998
041			_aeng