5 Things You Can Learn From Laura Ashley’s Poor Customer Service

5 Things You Can Learn From Laura Ashley’s Poor Customer Service

I have an interest in customer service and complaints handling. It’s something we have to deal with in healthcare as in many other walks of life. It’s something I have seen handled well in healthcare in most cases but badly by business in many cases. Maybe they could learn something from healthcare and improve their customer service and complaints handling. I’ve decided to start sharing my various customer service experiences, good and bad. Unfortunately this …

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10 Reasons to be Cheerful About the HSC

10 Reasons to be Cheerful About the HSC

This is a guest post by my friend and colleague Dr Mark Roberts, Consultant in Acute and Geriatric Medicine, and Scottish Patient Safety Programme Fellow.  If you would like to contact Mark please let me know via the Contact Page or leave your comment below. In light of Dr Liam Donaldson’s sobering report on the state of the healthcare system in Northern Ireland, a reminder of 10 positive issues relating to health provision in NI …

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5 Reasons Why Leadership Walk Rounds in Hospitals Should be Banned

5 Reasons Why Leadership Walk Rounds in Hospitals Should be Banned

Leadership Walk Rounds are just one of the leadership and management fads I’ve seen in my medical career so far. Having been on several wards in several hospitals when these have occurred I have noticed a number of problems which lead me to believe these should be banned and replaced with some real, difficult, down and dirty, hard to measure – but easy to see, nitty gritty LEADERSHIP. 1. The fact that Leadership Walk Rounds …

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The NHS Leadership Conundrum

The NHS Leadership Conundrum

Once upon a time in a Trust far, far away I met an aspiring leader called Sue.  Sue was trying very hard to affect change and do something good.  She was very focused on improving the quality of the service, making it safer, more efficient and improving the patient experience.  But Sue was facing a lot of obstacles and was being frustrated by the leaders and management in the hierarchy above.  She eventually started to doubt …

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Top Tweets from MLS2013

Top Tweets from MLS2013

A selection of tweets from the Northern Ireland Medical Leadership Symposium (www.medleadsymposium.co.uk) on Friday 21 June 2013 at Titanic Belfast. View the story “Top Tweets From MLS2013″ on Storify

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Key Messages from NICON Briefing with Robert Francis QC

Key Messages from NICON Briefing with Robert Francis QC

A collection of tweets with key messages from the briefing with Robert Francis QC at Templeton Hotel, Templepatrick on Wednesday 24 April.

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SK Diary – w/c 22 April 2013

SK Diary – w/c 22 April 2013

Meeting with Simon Hamilton MLA On Wednesday morning I met with Simon Hamilton MLA, the Assembly Private Secretary to the Minister of Finance and Personnel who is set to succeed Sammy Wilson MLA in the role in 2013. This meeting came about through my involvement in healthcare social media.  Simon and I crossed tweets when I was live tweeting at NICON 2013 and he was tweeting from an accountancy conference.  We were both tweeting about …

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SK Diary – w/c 15 April 2013

SK Diary – w/c 15 April 2013

This week’s diary is a little late as I got caught up on Sunday with a technical issue while creating this Storify story. Opening of GlaxoSmithKline Office in Belfast On Wednesday afternoon I attended the opening of GSK’s office in Belfast.  They are the only international pharmaceutical company to open a permanent office in Northern Ireland and they told guests that this signals their commitment to Northern Ireland and the HSC. The Chief Medical Officer, …

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NIECR Functionality & Capability Awareness Session Live Tweets

NIECR Functionality & Capability Awareness Session Live Tweets

View the story “NIECR Functionality & Capability Awareness Session” on Storify Photo Credit: PerformanceHealth via Compfightcc

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SK Diary – w/c 8 April 2013

SK Diary – w/c 8 April 2013

This is another post with two weeks rolled into one since I took a couple of days off for Easter w/c 1 April and things were generally quiet that week with so many other people being off. Quality 2020 E-Learning Platform On Friday morning (5 April) I attended a working group set up to take forward the E-learning workstream from Quality 2020.  The workstream is being led by Dr Cathy Jack, Deputy Medical Director at …

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