WRITTEN ON September 4th, 2007 BY Ruth Kennedy AND STORED IN Design: user-oriented, What do we want?, Wibbipedia/MindtheGap

A Ms NM Davis sends my new colleagues a letter which highlights in stunning clarity how a lack of customer-sensitivity has a major impact on what it feels like to be on the receiving end of public services:

Having been admitted to hospital for a suspected heart attack last week, I understand how the NHS is achieving this year’s remarkable saving (NHS heading for a record £1bn surplus, August 31). My first impression of the ward was that I had been transported back to an almshouse – 12 beds stretching into an indistinct distance. As it was not a warm night, I asked for an extra blanket, to be told that they had none. A similar response greeted a request for a second pillow from a neighbouring patient.

The loo entailed a procession past 12 beds to the far end of the corridor. My emergency admission meant that I had to rely on the hospital cotton “wrap-around” and my jacket. And, as I had found myself in a mixed ward this also meant passing before several men. The loo had no towelling of any kind, paper or otherwise, during the entire time I was in residence.

The long night hours were, however, brightened by the continuing nattering of the attendants discussing their boyfriends and husbands. When asked if they could lower their voices they responded with indignation. Their conversation was punctuated from time to time by loud protestations by various patients. The lights were on all night, so patients were assured of being awake to enjoy the scene. The following morning’s entertainment consisted of a male patient taking his morning exercise walking up and down in pyjama pants only.

NHS patients – at least the ward I was on – are stripped of every vestige of dignity and put on exhibition. The minimal privacy of curtains even partially drawn is prohibited. There seem to be no “visiting hours”, as visitors roam up and down at all hours. Even the severely ill and dying seem to have no privacy. Leaving the next morning (with no heart attack, I’m happy to say) I noticed the hospital has a new, state of the art entrance, lunch room and so on. But what a difference an extra blanket, paper towels in the loo, and some vestige of privacy and respect would have made.
Ms NM Davis
London

If that’s the nightmare, now imagine the opposite: WIBBI exemplary ‘customer care’ was sought by every single public service delivery agent (public servant, private supplier, NGO) at every stage of the patient/citizen pathway – right from policy through to delivery. That’s what we are getting at with ThePublicOffice. I do hope that, in addition to writing to such an esteemed publication, Ms Davis makes her feelings known through our favourite user feedback site ….