Social Services Committee (1988) 'Resourcing the National Health Service Vol I' London, HMSO
2.
Hall JARoter DLKatz NRMeta-analysis of correlates of provider behaviour in medical encounters. Journal of Medical Care, 198826, 657-675
3.
Rhodes, RawDeveloping the public service onentation, or let's add a soupçon of political theoryLocal Govemment Studies, 198721, 63-73
4.
Pollitt C.Bringing consumers in to performance measurement. Policy and Politics. 198816, 77-87
5.
Calnan M.Towards a conceptual framework of lay evaluation of health careSocial Science and Medicine, 198927, 9, 927-933
6.
Department of Health and Social Security, NHS Management Enquiry (Griffiths Report)London, HMSO, 1984
7.
Department of Health and Social Secunty, Working for PatientsLondon, HMSO , 1989
8.
Pollitt C.Consuming passionsHealth Service Journal, 1989. 99, 1436-1437
9.
Whittington D. and Boore J.Competence in nursing, in Ellis, R (ed ) Professional competence and quality assurance in the canng professionsLondon, Croom Helm, 1988
10.
Keeble B. and Keeble A.Satisfaction with the NHS what is it and can we measure it? JournalRoyal College of General Practitioners, 198939, 269-272
11.
Ellis R (ed) Professional competence and quality assurance in the canng professionsLondon, Croom Helm, 1988
12.
Locker D. and Dunt D.Theoretical and methodological issues in sociological studies of consumer satisfaction with health careSocial Science and Medicine , 197812, 283-292
13.
Weiss G.Patient satisfaction with primary health care Evaluation of sociodemographic and predispositional factorsMedical Care, 198826, 383-393
14.
Zastowny T.Roghmann K. and Cafferata G.Patient satisfaction and the use of health services explorations in causalityMedical Care, 198927, 705-721
15.
Cartwnght A.Patients and their doctorsLondon, Tavistock, 1967
16.
Fitzpatrick R. and Hopkins A.Problems in the conceptual framework of patient satisfaction research an empincal explorationSociology of Health and Illness, 19835, 297-311
17.
Nemenway D. and Killen A.Complainers and noncomplainers Journal ofAmbulatory Care Management, 198912, 19-27
18.
Halpern S.What the public thinks of the NHSHealth and Social Services Journal, 198595, 702-704
19.
Jefferson S. and Storm-Clark C.Momtonng consumer satisfactionFamily Practitioner Services, 198916, 11, 82-84
20.
Jones LMThe Chief Scientist Reports - the consumer's voice learning how to listenHealth Bulletin,198947, 258-263.
21.
Carr-Hill R. and McIver S.Let the patient speak. Health Service Journal, 198999, 146
22.
Carr-Hill R.Dixon P. and Thompson A.Too simple for words, Health Service Journal, 198999, 728-729
23.
Carr-Hill R.Dixon P. and Thompson A.Putting patients before the machineHealth Service Journal, 99, 1132-1133
24.
Wickings I.Harvey J. and Kerruish A.Proof of the pudding. Health Service Journal, 1989. 99, 1070-1071
25.
Hall J. and Doman M.What patients like about their medical care and how often they are asked a meta-analysis of the satisfaction literatureSocial Science and Medicine, 198927, 935-939