Empowerment is believed ``to lead to better staff and customer relations and higher levels of service quality through employee pride in the job and individual ownership of problems and short-falls (Woodruffe , 1995 , pg .194 ) 3 .0 Processes ``The human input to services can , by its nature , be highly variable , resulting in variability in perceived quality (Palmer . A , 2001 ) This is normally overcome by standardising a service , but is not possible within the NHS as nobody 's health needs are identical...











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