Operating on the customer's heart
Hugh Burkitt
How does it feel to be the customer when your heart is being operated on? Hugh Burkitt describes his recent encounter with the business end of healthcare.
It is a cliché in marketing that we must put the customer at the heart of the business, but I recently found that my heart was at the centre of someone else's business. I needed an operation to repair a leaking aortic heart valve. Two organisations have helped put me back at my desk - the NHS and Aviva Healthcare - and I am profoundly grateful...