Abstract
Healthcare management should always be grounded in operating experience. During the 1980s I worked on a project in Birmingham which was about involving users of community care services in the way these serviceswere developed and delivered. It was a humbling experience being brought face-to-face with the wisdom, expertise and innovative thinking that patients and the public can bring to public service delivery; as well as the frustrations and impact of poor services. This work gave me a passion for user involvement and customer focus in health and social care.
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