It’s the simple things and the petty bureaucracy

Watching last week’s BBC Question Time, I heard Eric Pickles say that he had spent all of his political life trying to achieve better integrated public services.  I once had a brief conversation with former BBC Crimewatch presenter Nick Ross, who said that one of the reasons the programme existed in the first place was...

Putting patients at the heart of care

I’ve always wondered about the concept of "putting patients at the centre” or “customers at the heart” of everything organisations do.  It seems too obvious, doesn’t it?  After all, without clients, customers, users, patients…..whatever term you’d like to use…..the provision of the service simply can’t happen. I look around at the small businesses which have...