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Healthy lessons

Transformation, restructuring, fit for purpose, modernisation and patient centred initiatives. These are just some of the words banded about when the government and opposition start talking of NHS...

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Customer Outcomes

Writing a brave and bold vision of the future is a critical part of any customer experience programme. Outlining the benefits of change and what the new world will look like helps to secure stakeholder...

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Patient experience and the competition commission

What on earth would Aneurin Bevan be thinking today if he were alive? As the founder of the NHS I wonder how Bevan would react to the news that two NHS hospitals have been told by the Competition...

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Implementing a ‘digital first’ strategy

Amongst the many buzzwords out there ‘digital first’ is probably one of the most important; it’s certainly one of the ones most likely to impact on our everyday lives. The term isn’t new and, whether...

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