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A faulty production line

Michaela Firth

  • CCGs 'must rethink urgent care provision'

    Michaela Firth's comment 25 Oct 2012 12:11pm

    There was a great deal of very informative work done on public perception and understanding of urgent care services in South Central a few years ago. We concluded same - Huge public & even NHS confusion and misunderstanding of services, inconsistent offerings in services with same 'brand'. We need an approach which looks at behaviour change in staff and public using real insight of behaviours. Focus on improved customer service as well as good commissioning. Consider the John Lewis customer service approach - if you ask staff where a product is they are knowledgeable ,well trained - in the NHS , do all staff know alternatives , offering , locations ,contact numbers ? I think not .....this is a basic we must address as part of a bigger plan