If you look at the NHS 'Outcome' framework process still seems to be in there, under 'Ensuring that people have a positive experience of care'. So there's still seems to be a place for 'bedside manner'!
Problem is that by definition it's anyway difficult to hold managers accountable for outcomes. This is demonstrated by the number of indicators in the NHS framework that are shared with outcome frameworks for other sectors, e.g., public health and adult social care. Everyone is responsible and no one is responsible?
