Our information
M-A-C is committed to best practice in user involvement, and we believe that best practice in this area will be established earlier if we share our approaches, experiences and findings with colleagues in the field.
If you have done work in this area and have experiences you want to share, do please tell us about them.
Click here to download M-A-C's latest briefing paper New Business Structures in Health and Social Care (April 2006)
Policy Governance®
Valerie Moore invites you to enter the world of Policy Governance® (PG) (July 2006)
Introducing the concept of Policy Governance®, Val explains what it is and reports on PG in the UK, Health and the Third Sector.
Responses to Consultations and other M-A-C Thoughts on Issues of the Day
Effective Consultation – asking the right questions, asking the right people, listening to the answers (October 2007)
Caroline Millar responds on behalf of Moore Adamson Craig on the government’s consultation on its consultation policy.
Let's be clear about the NHS (June 2007)
Andrew Craig hears Gordon Brown's words where he tells us the NHS is his top priority. This is M-A-C's
contribution to the search for NHS clarity asked for by our new PM. What is the NHS actually for?
Memorandum to the Health Select Committee on Public and Patient Involvement in the NHS (January 2007)
Our evidence concentrates on the form a LINks should take and stresses the importance in PPI work of building organisations around the volunteers
and not trying to fit the people into structures. The memorandum argues for and outlines the principal provisions of a new form of contract
between the LINks and the individuals who come forward to serve on the body.
Rowntree gives us something to chew on (December 2006)
Caroline Millar picks up the theme of a sustainable model for involvement prompted by a Rowntree Foundation report
looking at solutions to perceived lack of citizen involvement. The report takes a realistic and optimistic look at
what is needed to mobilise us and how many of us are ready to be mobilised.
Triggering Community Action: Public Petitions (October 2006)
A response from the Moore Adamson Craig Partnership LLP to the consultation on “Triggering Community Action” in Appendix E of Health Reform in England: Update and Commissioning Framework (Annex) issued in July 2006.
A Stronger Local Voice (Adobe PDF, September 2006)
Comments from the Moore Adamson Craig Partnership on the consultative paper on creating a stronger local voice in the development of health and social care services
New Institution - New Ombudsman: Commentary on DTI Consultation on consumer representation (March 2006)
M-A-C takes a look at the proposals set out by the DTI in their January 06 Consultation Document
"Strengthen and Streamline Consumer Advocacy: Consultation on consumer representation and redress"
and wonders whether this is a done deal and why some bodies are in and others are not.
We also look at the new model complaint handling arrangements proposed and how Ombudsman's relationships with
business and the regulatory side work. Do Ombudsman keep themselves busy by inventing their own complaints by changing market rules retrospectively?
Emotions in Decision-Making - Hindrance or Help? (February 2006)
Complainant research is charged with strong emotion. How do strong feelings affect both the results we can expect
from complaint surveys and the reaction of managers who see the survey report?
Colin Adamson's discussion raises further questions and answers into analysing complaints survey data.
"My Own Anger Propelled Me" - Observations driven by a study of patients' complaints to a NHS hospital in London (October 2005)
Colin Adamson writes about the complainant’s experience of the NHS complaint handling system.
He makes the point that emotion is the complainant’s principal weapon and the dispassionate investigation-based
processes of the NHS ignore this. Result - very dissatisfied complainants and huge expense. Involve the complainant
in the solutions, connect with their feelings and tell them how things have in fact been changed and improved.
The article sets out how the NHS could save an estimated £1 million by reducing escalated complaints.
The Rail Consumer Connection - New Formats of Consumer Representation in the Rail Industry (June 2005)
Colin Adamson takes a look at the Rail Passengers Committee's new ideas and asks "are they fit for their purpose?".
