Human Rights and Customer Satisfaction with Public Services: A Relationship Discovered

The purpose of this essay is twofold. First, it aims to document the latest policy discussions on the use of human rights as factors that could increase customer satisfaction with public services. This is a debate that is currently taking place within the British government. Although the academic world has not had the chance to join these discussions properly, policymakers are anxious to set up future strategies that will be informed by them. Second, the article aims to widen this debate by stimulating a dialogue about the future of the Human Rights Act. Human rights policy work in Britain is entering a new phase and as we bear evidence to this ‘climate change’, it is time to answer the questions that matter the most to those who still remain exposed to abuse by their carers, neglect by their nurses, ignorance by their doctors and the ‘blanket policies’ of the systems that were set up to provide them with high-quality public services.