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...
Category - Responsiveness
Responsiveness, as a topic concerning the offering of any service, covers all the issues related to responding to unsolicited enquiries, to minimize friction and demonstrate respect for the time, effort and interests of those being served.
Eva Stefanidou
Patients have become the NHS’s unpaid follow-up department
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...
Richard Hall
No reply. Slow reply. Unhelpful reply. Why doesn’t accessibility cover this?
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...
Peter Friedman
A Law Firm’s First Impression? Uncannily Warm and Cuddly. But It Just Doesn’t Last
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...
Stephen Walters
Law Firms Don’t Have a Lead-Generation Problem. They Have a Reply Problem
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...
Jonathan Friedman
What companies mean when they talk about “deflectionâ€
In customer-service and customer-experience circles, deflection has a special meaning. It usually means a customer who might otherwise contact a human support agent is steered somewhere else first. That route might be a...
