Berkshire hospital bosses seek customer care improvement to stay on top

Bosses at a Berkshire hospital have outlined their determination to boost customer care provision in a bid to attract more patients.

Representatives for the Royal Berkshire Hospital laid out their plans following the launch of an NHS initiative enabling individuals to choose where they want to be treated.

"Our objective is to become the top provider of choice," hospital chairman Colin Maclean explained to the Reading Evening Post.

"This is not about the clinical side, this is about the customer side," he continued, pointing out that market competition makes extra attention to customer care an absolute must.

Mr Maclean also suggested that staff training and performance management will become priorities, as bosses turn their focus to increasing the number of specialists they have in the country's top ten.

"We already have a number but we are investing to make sure we come in top for every area possible, and we also have to invest to make sure those we already have in the top ten stay there," he concluded.

Global management consulting firm Booz and Company revealed last week that the improvement of customer care and performance management - as well as a reduction in company costs - are the ultimate aims of many bosses who choose to invest in training or "transformation programmes" for employees.