Marketization and the delivery of UK health services. Three case studies

In 1991, radical changes to the way the United Kingdom National Health Service (NHS) was funded were introduced. The service was marketized (but not privatized) through the introduction of a purchaser/provider split which created a quasi-market. This transition has resulted in many changes to the way services are delivered. Our research suggests that business marketing principles, especially relationship management, are key to the development of both new services and in effecting improved service delivery. The current changes in the US health care market can also be seen to be resulting in a move away from business-to-consumer markets towards business-to-business operations. As a consequence of this, it can be seen that relationship management needs to become a key tool for health service managers on both sides of the Atlantic. © 2002 Elsevier Inc. All rights reserved.