1. Make the Call

    Report -

    A review was carried out of the 111 telephone operator service using the ‘mystery shopper’ model. Over a period of six months calls were made to the 111 number and a variety of scenarios presented to the operators.

  2. The Accessible Information Standard - What you can expect from services

    Advice and Information -

    A year ago the Accessible Information Standard came into force. It requires any organisation providing NHS or social care to communicate in a way that everybody can understand. Here's a reminder of what you should expect.

  3. Patient Journeys

    Report -

    Using a walkthrough, this report aims to share the experiences of people with learning disabilities as they navigate through three outpatient services in Manchester's hospitals.