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Your assessment of the situation is spot on, but my sense is that the need for cultural revolution within the NHS in order to bring about a wholesale refocusing of the organisation around the needs and expectations of the public is massively underplayed.

Of course progress has been made is in recognising the the need for change. But, as ever within the NHS. change towards WHAT, is left totally unscripted. If the Operating Framework is anything to go by, the full strategic and transformational role of patient experience is not understood at all. And the reality is that many a private provider with an embedded service ethos and culture will have a field day within the NHS in the next 3-5 years proving the commercial value of effective customer focus and alignment.