ABSTRACT
Receptionists and secretaries working in the healthcare field will no doubt be aware of the emergence of new concepts and buzzwords or phrases for a wide variety of initiatives and processes, all aimed at benefiting the patient. Health economics is defined as the way in which resources are allocated to health-related issues and the increasing cost of providing a quality healthcare system. The Private Finance Initiative involves a public–private partnership between the National Health Service (NHS) organisation and a private-sector consortium that makes available private capital for health service projects. Clinical governance is a statutory duty aimed at 'ensuring that all NHS organisations have in place proper processes for continuously monitoring and improving clinical audit'. The Healthcare Commission is responsible for conducting national survey programmes. In order to deliver an improved service, the NHS has to know people's needs and expectations.
