Circle Hospitals reference John Lewis as a model for some of their employee philosophy (and customer service) back in 2010. guardian.co.uk/society/joep...
But it looks like the NHS are trying to get in on the John Lewis act bbc.co.uk/news/uk-england-d... by getting them to train their staff on how to deal with customers. Hamfisted consumer models of delivery by NHS managers have historically been epic fails - rubbing up professionals the wrong way and creating a culture of cynicism. But if anyone can charm the ingrained institutionally-centred self-protective mindset into being a bit more customer-centred you have to believe it could be those nice folk at John Lewis? Suits you sir...
And maybe while they are there they could prevent the NHS from 'knowingly underselling' itself by prescribing effective generic drugs rather than overpriced branded equivalents.
The letter to the Times states ' \"business as usual won't do\", 
Emergency Services Failure