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Peter Beresford's Blog on Community Care

£3 billion is the estimated cost of the coalition's proposed NHS reorganisation. This at a time when any plea to safeguard crucial frontline services can expect to be met with: 'Don't forget the deficit'. So what is the likely connection between another high level health reorganisation and day to day realities? My own experience set me thinking.

Yesterday I went to the local outpatients for my appointment. There's a lovely new building. I was confused initially when I got in, but then I saw the sign for reception. Three people were inside. Not one looked at me as I waited - all busy doing something else. No wonder people still say that the NHS could learn something about customer care from supermarkets - however much we know about their other failings. At least people don't ignore you! However long term experience as a service user made me braver than some might be able to be. So I said 'Excuse me, what do I do?' 'Just go and sit there', said one, and then heads down and back to more important things before I'd finished saying, 'How will anyone know I'm here?' Five minutes later I watched the same routine being repeated by another anxious newcomer, with the same unhelpful result.

Link: http://www.communitycare.co.uk/blogs/service-user-voice/

Date posted: Tuesday, 27 July 2010