CD-Rom based Complaint Handling Training for Primary Care Staff in Wales

The human feelings and behaviours involved in complaints remain the same no matter how the processes change. If local resolution is ever going to work better, minimising expensive escalation to the Ombudsmen, then getting the human behaviours right will be at the heart of any success. Our view is that... 
[Continue reading]

Andrew Craig Gets Back to Basics and asks ‘What would William Beveridge say about topping up NHS care?’

In a personal piece reflecting on his own healthcare needs, Andrew challenges current thinking on ‘topping up’ and consults the welfare state’s urtext. I have been back to the source for all things enlightened about the British welfare state – Sir William Beveridge’s magisterial... 
[Continue reading]

March Newsletter

As I filled in my petition to keep the Gipsy Hill Post Office open, I fell to wondering what post offices are for anymore? Are they amongst the things that we do not use or indeed value until they are threatened with closure? We spend a lot of time agonising over how we can get the citizenry to join... 
[Continue reading]

Complying with the Section 242 Duty to Consult and Involve Users of Health Services

From his perspective as a PEC member in London’s PCT-land, Andrew Craig offers a personal view about how to start complying with the new legal duty in Section 242 and make it work to the advantage of good governance in the NHS. What is “Section 242″? The NHS loves shorthand and “Section... 
[Continue reading]