Patients as experts: Consumer appraisal of health services

Abstract

Consumer appraisal is a key aspect of quality assurance and its use in the National Health Service (NHS) is growing. Most appraisal looks at aspects of service not involving professional judgement, which consumers are best placed to judge, although it may also be right for aspects involving professional judgement, such as when medical efficacy is not the only criterion for success. This article discusses the techniques associated with consumer appraisal and argues that the aims of the Citizen's Charter and Patient's Charter will not be fully achieved without widespread adoption of them in the NHS.