Abstract
A number of incidents in the UK have altered the general public’s perception of the NHS. There have been major problems surrounding health professionals’ conduct, such as the conviction of Dr Harold Shipman for the murder of a number of his elderly patients. There are also concerns surrounding hygiene with almost epidemic numbers of patients acquiring infections in hospital. Complaints to the Ombudsman have never been higher, with lack of communication being identified as the biggest area of concern. The government has responded by initiating strategies such as the NHS Plan, which directs hospital trusts to initiate communication policies, and the introduction of the Modern Matron, responsible for improving the environment.
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