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 gamble. The newest research begins...

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 arrived, pursue scan results...

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 communications failures. Emails...

Most clients begin their relationship with a law firm feeling impressed. Some of the strongest criticism, however, comes from those who say that warmth and attentiveness later give way to distance, inconsistency and fragmented communication. What...

Law firms invest heavily in generating new enquiries. They pay for search advertising, search engine optimisation, redesigned websites, directory listings, social media, referral networks and business-development teams. The objective is to persuade...