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Recent Blog Posts

val's blog picture customer service

When is a consumer not a consumer?

When he or she is a patient apparently. Have we really not moved on from this false distinction? The discussion is an old one and I am still astonished by the resistance to the consumer movement which has after all been with us for 50 years. Consumers do of … [Read More...]


Screaming in Space

We have all been there.  You enthusiastically sign a petition or express an interest in an issue which is dear to your heart only to be inundated a few weeks later with requests to sign up to campaigns that either do not interest you at all or with which you … [Read More...]

complaints box

Much the Wiser?

NHS England has, they tell us, a Learning from Complaints Strategy. They are now publishing statistics on their management of user contacts - a development we certainly welcome. What do we learn from the Quarter 12014/15  results? The complaint cause data are … [Read More...]