“Don’t worry about not being able to afford a solicitor. You can get legal aid for that. Just start ringing around.” It all sounds reassuring enough until you actually try it. That’s when the...
Category - Responsiveness
Responsiveness, as a topic concerning the offering of any service, covers all the issues related to responding to unsolicited enquiries, to minimize friction and demonstrate respect for the time, effort and interests of those being served.
Gabriel Fitzpatrick
Don’t Come Back Until You’re Homeless: How Early Intervention Could Save Councils Billions
Britain’s housing crisis is usually described through rents, shortages and welfare. Yet another failure sits between those pressures and homelessness: people cannot reliably warn the system before their accommodation...
Stephen Walters
The NHS: Still Free. But No Longer Actually There At The Point Of Use?
Forced to go private? Not for better treatment, but just to know you can get an answer A poll of 2,593 adults, published in March 2026 by Healthwatch’s Savanta , found that private healthcare use had nearly doubled from...
Peter Friedman
Tomorrow’s NHS advice: Chase us, or die trying
Patient-initiated follow-up is supposed to give people control. But as the NHS transfers responsibility for restarting care, chasing risks becoming part of the treatment – and receiving a response part of the...
Patients have become the NHS’s unpaid follow-up department
The NHS waiting list is visible because it is counted. The administrative work surrounding that wait is less visible, although patients perform more of it every day. People telephone departments, check whether referrals...
Richard Hall
No reply. Slow reply. Unhelpful reply. Why doesn’t accessibility cover this?
Accessibility is strictly written into laws on disability and communication. But replies? We’ll get back to you on that. Maybe. Eventually. Maybe not. Recent research has carefully documented these familiar digital...
