It certainly is an interesting comparison, but Dr. Marshall makes a very good point - patients need to take more control of their own care by becoming more empowered and speaking up for themselves.
While we would think nothing of complaining about a cold coffee at our local cafe, people seem much less inclined to speak up when they feel that they are not receiving a level of care they think they should be getting.
There is no doubt that the NHS is stretched to within an inch of its life, and for many people, the quality of care is very good. But the reality is that sometimes services don't always recognize when their performance isn't meeting their client's expectations. In the NHS context this means things like waiting times that are too long (either sitting for ages in a waiting room or waiting months for a referral to a specialist). It means things like going back to see a doctor repeatedly who doesn't really seem to be truly listening or that you feel very comfortable with. Or it could mean much more significant issues as we've seen recently in the press that puts people's lives at risk.
At the end of the day, each of us is responsible for our own health and we need to take control of it, and this includes speaking up for ourselves when something isn't quite right.
Now there is complaining, and there is complaining... We've all seen someone getting hot and bothered with a receptionist at the doctor's surgery because the GP is running really late. Probably not the best way to convey dissatisfaction with a service. You'll get heard, but probably not for the right reasons.
It's about asking questions, it's about raising issues or concerns in a constructive and polite way, it's about treating others as one wishes to be treated.
I always knew that coffee would fix everything in the end! (Well.... sort of!)
