Jo Geraghty


What would be your commandments of care?

Date added: 18th Jun 2013
Category: Customer Experience

The Care Quality Commission (CQC) has proposed eight commandments of care which should be pinned on the wall in every surgery and hospital ward across the country.  The commandments include some fundamentals such as being cared for in a clean environment, protected from abuse and discrimination and being protected from harm; alongside some more specific commandments about treatment and care levels.

That it is necessary for such commandments to be drawn up shows the depths to which the CQC appears to consider some NHS facilities have sunk.  But will the simple act of sticking a piece of paper on a wall have the desired effect or will it quickly be overwritten by scribbled notes and then ignored?  Well the CQC is backing these commandments with the threat of sackings or facility closure if they are not followed so we wait to see.

In the meantime we wonder what commandments you would draw up for your own business.  Do you stick with standards such as “the customer is always right” or “the customer is not an interruption of our work—he is the purpose of it” or do you work to a completely different agenda?

It is sad that the NHS has fallen to a state in which basic care rules need to be stuck on walls but it is a lesson from which all of us can learn.  We all need to check our own businesses regularly and if at any time customers are found to be playing second fiddle to systems or processes then a cultural shift is due for us too.

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