There are currently two separate statutory processes for handling complaints about health and social care services. NHS organisations are accountable to the Dep

Over the last fifty years, British patients have been transformed into consumers. This book considers how and why the figure of the patient-consumer was brought

The report reviews how citizens can influence education, health and social protection services through access to information and opportunities to hold providers

Advocacy is an essential skill for social workers who need to be able to speak confidently on behalf of service-users in a range of situations. In this new book

The Health Committee believes the role of the Health Service Ombudsman needs a complete overhaul if it is to provide an effective appeals process for the compla