Listening to the Voice of the Customer (VotC) is an important factor in successful Lean programmes but something that is often overlooked because people believe they know what their customers want. This is as applicable in health as it is in manufacturing, local government or the service sector.
The implications of failing to understand patient (or service user) wants and needs can lead to a poor overall experience and even less than adequate outcomes.
To find out how we are helping engage patients in Lean Projects email us at info(a)amnis.uk.com.
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