The Archives

31.10.08 | Caroline Millar

Schools need lessons in complaint handling Posted under: Complaint Handling, Schools | (1)
When I first became a school governor six years ago, I was taken aback to discover that the thing which the school called its "complaints policy" (when they actually managed to locate a dusty photocopy at the back of a filing cabinet) was something which would barely be worthy of the name in most other public or private sector organisations. A leap too far It told you to complain to the Head, then complain to the Chair of Governors and then escalate your problem to the Secretary of State - definitely a leap too far. This long-winded, defensive document conveyed the clear ...

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16.07.08 | Andrew Craig

Santé sans (Euro) frontières peut-être? Posted under: NHS | (3)
M-A-C has always backed more service user choice - and we are delighted to see it enshrined in Lord Darzi's "Next Stage Review" commitment to providing patients with greater access to information and freedom to control their own care. It is therefore perplexing - but not unexpected given previous form - to see the Department of Health speaking for the English NHS decrying what it sees as the likely effects of the new European Directive "On the Application of Patients' Rights in Cross Border Healthcare" launched earlier this month. Aren't they in favour of patients having more choice? Only on ...

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