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This is a review of patients managed by our single-site breast surgery service for complications of cosmetic surgeries performed abroad and within the UK, across September 2022–2023. A retrospective review of outpatient clinic and emergency theatre lists was used to identify patients; data was collected from their electronic records. 25 patients (23 female) were identified, 20 had surgery abroad. Turkey was the most common destination that patients travelled to (n = 15), with bilateral breast augmentation being the most common procedure (n = 15). Post-operative infection and wound dehiscence (n = 10 and n = 8, respectively) were the most common complications; 72% (n = 18) of patients presented within 8 weeks of their surgery. There was incomplete recording of surgical details including precise date (recorded for 48%), clinic name (8%), and name of the surgeon (0%). 17 microbiological samples were sent, with 11 resulting in a named organism - Staphylococcus aureus was most common (n = 5). 17 (68%) cases were treated conservatively, without radiological or surgical interventions. When surgical management occurred (n = 6), it was for removal of breast implants (n = 5) or evacuation of haematoma (n = 1). The cost of managing these complications was at least £37,000. Complications from cosmetic tourism present more commonly to the NHS than those resulting from private surgery performed in the UK. This has significant financial implications for the NHS. More accurate recording of relevant data, engagement in audits, and disseminating findings may help raise awareness of the risks and complications of cosmetic surgery performed abroad. [ABSTRACT FROM AUTHOR]

Aim: Rectus abdominal diastasis (RAD) can cause mainly incontinence and lower-back pain. Despite its high incidence, there is no consensus regarding surgical indication. We aimed at comparing RAD repair (minimally invasive technique with mesh implant) with no treatment (standard of care – SOC) through cost-effectiveness and budget impact analyses from both National Healthcare Service (NHS) and societal perspectives in Italy. Methods: A model was developed including social costs and productivity losses derived by the online administration of a socio-economic questionnaire, including the EuroQol for the assessment of quality of life. Costs for the NHS were based on reimbursement tariffs. Results: Over a lifetime horizon, estimated costs were 64,115€ for SOC and 46,541€ for RAD repair in the societal perspective; QALYs were 19.55 and 25.75 for the two groups, respectively. Considering the NHS perspective, RAD repair showed an additional cost per patient of 5,104€ compared to SOC, leading to an ICUR of 824€. RAD repair may be either cost-saving or cost-effective compared to SOC depending on the perspective considered. Considering a current scenario of 100% SOC, an increased diffusion of RAD repair from 2 to 10% in the next 5 years would lead to an incremental cost of 184,147,624€ for the whole society (87% borne by the NHS) and to incremental 16,155 QALYs. Conclusion: In light of the lack of economic evaluations for minimally invasive RAD repair, the present study provides relevant clinical and economic evidence to help improving the decision-making process and allocating scarce resources between competing ends. [ABSTRACT FROM AUTHOR]

Background: The physician associate (PA) role within the NHS is currently under scrutiny due to recent legislative changes and concerns about their scope of practice within primary and secondary healthcare. There is currently limited knowledge of public understanding of PAs and their levels of satisfaction with PAs. This review synthesises the evidence relating to patients' and potential patients' understanding of and satisfaction with the PA profession in the UK. Methods: We systematically searched Ovid MEDLINE, Ovid EMBASE, Ovid PsycINFO, EBSCOhost CINAHL, Education Resources Information Centre (ERIC), ProQuest Dissertations and Theses Global, and Scopus databases for empirical studies of patient understanding of PAs or satisfaction with PAs. We included quantitative, qualitative, and mixed-methods studies looking at PAs in primary and/or secondary care. Quality appraisal was conducted using the CASP Critical Appraisal checklists. A reflexive thematic analysis was used to synthesise data and the GRADE-CERqual method was used to assess the certainty of the themes. Results: A total of 18 papers involving 15 studies were included in the review. Findings revealed that patients had limited understanding of the PA role with many mistaking PAs for doctors and other healthcare professionals. Patients were confused by the lack of PA prescribing rights. There was receptivity to learn more about the PA role. The evidence suggests that patients had a largely positive view of PAs after an encounter, despite their lack of knowledge about the role. Many patients expressed a willingness to be seen by PAs in future and viewed them as a useful part of the wider healthcare system. Conclusion: In the UK, there is limited information about, and understanding of, the PA role. Nevertheless, patients were largely satisfied with the quality of care they receive from PAs during consultations. Our findings suggest a need for comprehensive public information regarding the roles and scope of practice of PA's, and to provide the public and patients with clear expectations of their relative strengths and limitations. Further research might determine if these findings are specific to PAs, or reflect wider issues affecting public perception of other cadres of healthcare professionals. [ABSTRACT FROM AUTHOR]

AbstractObjectiveMethodsResultsConclusionNeurosurgical care within the NHS has experienced significant shifts since 2000. Although consultant and national training numbers have risen, waiting lists have remained substantially high. This study aims to examine trends in neurosurgical activity at an NHS institution.This is a retrospective study of neurosurgical activity between January 2000 to December 2023 at a single institution. Outcomes included annual inpatient and outpatient caseload, frequencies of cranial/spinal and elective/emergency procedures, staffing and productivity, neurosurgical infrastructure, and effects of the COVID-19 pandemic. The Shapiro-Wilk Test, Mann-Whitney U Test and repeated-measures ANOVA were used for statistical significance. Microsoft Excel and GraphPad Prism were used for data processing.23,141 inpatient and 64885 outpatient cases were included. No significant difference was observed in the cumulative annual inpatient procedures over the study period. A significant increase was observed in the cumulative annual outpatient cases (r = 0.584, p < 0.01) and the proportion of elective surgeries performed over the study period (r = 0.6070, p < 0.01), along with a significant increase in the proportion of cranial surgeries performed during 2019 to 2021 (45.0% vs. 36.3%, p < 0.05). A significant surge was observed in the number of consultants employed over time (r = 0.9884, p < 0.0001), coinciding with significant decreases in annual levels of inpatient (r = −0.891, p < 0.0001) and outpatient (r = −0.933, p < 0.0001) activity per-consultant. No significant change was observed in the number of beds/theatres over time. A significant decrease in annual inpatient activity was observed during the COVID-19 pandemic compared to 2018 (592 vs. 787, p < 0.05). Following the pandemic, there was a significant rebound observed in both inpatient (1342 vs. 787, p < 0.01) and outpatient cases (3712 vs. 2355, p < 0.01), exceeding pre-pandemic levels.Neurosurgical inpatient activity has remained largely stagnant despite an increase in outpatient caseloads, waitlists, and consultant staffing numbers, suggesting the role of other factors including the lack of infrastructural expansion within the NHS. [ABSTRACT FROM AUTHOR]

Background: Powerful new genomic technologies are transforming the way healthcare is delivered, shaping medical practice across all specialties. In this rapidly changing landscape, there is an urgent need to equip the clinical workforce with knowledge and skills to navigate the new healthcare terrain. Co-design of healthcare resources with end users is increasingly gaining traction as a method of ensuring that educational content and delivery are tailored to users' needs, increasing likelihood of use and resulting in better outcomes for patients. Here we describe the co-design and ongoing co-creation of GeNotes – an NHS England National Genomics Education flagship online resource providing genomics education at the point of patient care. Methods: To understand the barriers to implementation of genomic medicine and the training needs of the diverse NHS workforce, we adopted a co-design approach with clinicians from both primary and secondary care who are uniquely placed to understand the context in which they are working and identify their own training needs. Concept design, initial user research and subsequent 'alpha' and 'private beta' phase user research was conducted in a series of co-design iterations employing a mixed methodology integrating quantitative and qualitative data collection and analysis. Results: User evaluation data demonstrated excellent feedback across the tested domains (content, navigation, likelihood of use and recommendation to colleagues). We identified several key themes from user testing that shaped the resource's development. Conclusions: The co-design approach to the development of this point-of-care genomics education resource for clinicians has allowed insight into the education needs, challenges and learning styles of end-users. The utility of this approach was supported by excellent user feedback across the tested domains, and we recommend it to others involved in developing healthcare resources in a fast-paced environment. [ABSTRACT FROM AUTHOR]

Historically, a group of people experiencing distress were largely viewed by health services as untreatable, because of a chronic sense of mistrust and difficulties in being cared for. This group of people have attracted labels such as ‘Emotionally Unstable Personality Disorder’ and ‘Complex Emotional Needs’. However, the recent developments in so-called evidenced-based psychological treatments offer hope that these patients can ‘recover’, or what one therapy has called ‘a life worth living’. It follows that these newer psychological treatments hold the promise of keeping hope alive, that even the most traumatised and disturbed people may be coached into functioning, and, perhaps more cynically, to reduce their burden on already-stretched health services. This cultural shift towards optimism is not the target of the paper. Instead, this paper offers an insider clinician’s perspective to outline how austerity has negatively affected the capacity to offer care and containment to patients presenting with life-threatening behaviours. [ABSTRACT FROM AUTHOR]

In 2020 the UK Global Cancer Network (UKGCN) was formed to unite those in the UK interested in Global Oncology and to strengthen collaborative partnerships with stakeholders working across low- and middle-income countries (LMICs) in cancer health systems, governance, and care. The UKGCN undertook a mapping exercise to document collaborations to inform the UK's global oncology strategy. A semi-structured survey was developed and disseminated using a snowball method over ten weeks from February 2021 across the UK's cancer community, to identify individuals and institutions engaged in clinical practice, research, and/or education with partners in LMICs. The survey was sent to individuals in NHS hospitals, charities, universities, other organisations, UKGCN members, and to contacts identified by a literature and web search. A total of 639 invitations were sent, and 88 responses were received. Results demonstrate a range of collaborative efforts spanning many areas of cancer control: health promotion, prevention, diagnosis and treatment, survivorship, and palliative care. A wide range of countries were represented from Sub-Saharan Africa, South America, the MENA region, China, and South-East Asia. The projects included education and training (146), clinical practice/care (144), and research (226). This mapping exercise demonstrated considerable UK collaboration with stakeholders in LMICs across all three domains of education, clinical care, and research. The survey results provide an initial framework from which to promote in-depth strategic intelligence on the broad range of activities undertaken by the UK global oncology community. This information has been used as a catalyst to create new partnerships and connect colleagues working in similar geographical settings, encouraging bidirectional learning. The UKGCN will galvanise endeavours to improve equitable access to cancer services globally. • There is considerable UK collaboration with stakeholders in LMICs working in global oncology. • The survey acts as a baseline to build on and monitor output in UK global oncology community. • This paper advocates for global oncology partnerships and bidirectional learning. • The UKGCN aims to advocate for and co-ordinate endeavours to improve equitable access to cancer services globally. [ABSTRACT FROM AUTHOR]

Objective: To analyse the litigation trends and the reasons for claims within the specialty of Urology, within the UK National Health Service (NHS), over a 16‐year period. Materials and Methods: Data were requested from NHS Resolution under the Freedom of Information Act 2000. This included the total number of claims in Urology, the number of these that were successful (settled or closed), and the costs in damages paid out per financial year between 2006 and 2022. A breakdown of the successful claims by their primary cause was also collected. These were coded into the categories: 'non‐operative', 'intraoperative', 'postoperative', and 'other'. Results: A total of 4124 litigation claims were made between 2006 and 2022 and 60.9% (2511/4124) of these claims were successful. In all, £145 million (British pounds) was paid out in damages. The number of successful claims increased 2.9‐fold from the start to end of this 16‐year period, and the costs in damages paid out increased 10‐fold. Regarding primary causes for the successful claims, failure or delay in treatment (20.9%, 525/2511), failure or delay in diagnosis (14.5%, 364/2511), and intraoperative problems (9.1%, 229/2511) accounted for the highest proportion. Overall, non‐operative causes for successful claims accounted for 73.3% (1840/2511), intraoperative for 20.1% (504/2511), and postoperative for 3.9% (98/2511). Conclusions: The number of successful urological litigation claims, and their associated costs is rising. The majority are due to non‐operative causes, which may be partially explained by NHS waiting lists alongside the effects of the coronavirus disease 2019 (COVID‐19) pandemic. [ABSTRACT FROM AUTHOR]

Abstract Background The physician associate (PA) role within the NHS is currently under scrutiny due to recent legislative changes and concerns about their scope of practice within primary and secondary healthcare. There is currently limited knowledge of public understanding of PAs and their levels of satisfaction with PAs. This review synthesises the evidence relating to patients’ and potential patients’ understanding of and satisfaction with the PA profession in the UK. Methods We systematically searched Ovid MEDLINE, Ovid EMBASE, Ovid PsycINFO, EBSCOhost CINAHL, Education Resources Information Centre (ERIC), ProQuest Dissertations and Theses Global, and Scopus databases for empirical studies of patient understanding of PAs or satisfaction with PAs. We included quantitative, qualitative, and mixed-methods studies looking at PAs in primary and/or secondary care. Quality appraisal was conducted using the CASP Critical Appraisal checklists. A reflexive thematic analysis was used to synthesise data and the GRADE-CERqual method was used to assess the certainty of the themes. Results A total of 18 papers involving 15 studies were included in the review. Findings revealed that patients had limited understanding of the PA role with many mistaking PAs for doctors and other healthcare professionals. Patients were confused by the lack of PA prescribing rights. There was receptivity to learn more about the PA role. The evidence suggests that patients had a largely positive view of PAs after an encounter, despite their lack of knowledge about the role. Many patients expressed a willingness to be seen by PAs in future and viewed them as a useful part of the wider healthcare system. Conclusion In the UK, there is limited information about, and understanding of, the PA role. Nevertheless, patients were largely satisfied with the quality of care they receive from PAs during consultations. Our findings suggest a need for comprehensive public information regarding the roles and scope of practice of PA’s, and to provide the public and patients with clear expectations of their relative strengths and limitations. Further research might determine if these findings are specific to PAs, or reflect wider issues affecting public perception of other cadres of healthcare professionals.

This article assesses how and why the National Health Service (NHS) has remained at the forefront of British politics and society for 75 years amid significant economic pressures, organizational strain, shifting ideological trends, ongoing reforms, and an unprecedented public health emergency. The postwar "years of consensus" evolved into alleged decline and ostensible neglect during the 1980s, while New Labour sought to rejuvenate this core public service after 1997, featuring investment and often controversial reforms that challenged the party's social democratic values. Amid the New Labour era, NHS powers filtered down to devolved administrations, while from 2008 retrenchment and austerity ensued, fueled by global recession. Austerity eventually subsided, yet from early 2020 the NHS swiftly faced the extreme conditions of the globalized Covid-19 pandemic. The service continues to face challenges regarding its longer-term viability, and this article analyzes this scenario, within the context of the NHS's 75-year historical legacy, its contemporary status, comparative international trends, and likely future evolution. [ABSTRACT FROM AUTHOR]

In January 2021 the BBC continuing medical drama Casualty (1986-present) returned to UK television screens for the start of its thirty-fifth series, with the premiere serving as the first episode of the show to have been produced and broadcast since the onset of the COVID-19 pandemic caused production to stop suddenly in March 2020. It was, in many ways, a "Very Special Episode," and not least because it was the first new episode of the series to be seen by audiences for four months. Set during spring and summer of 2020, the episode begins with a title card that reads "June 2020. Days into the lockdown: 90." This article takes the position that this first episode of Casualty to screen on UK television following the March 2020 production shutdown (Ritman 2020) is productively understood as a "Very Special Episode" (VSE), with a view to arguing for its status as quietly radical television. [ABSTRACT FROM AUTHOR]

Healthcare professionals may experience barriers to seeking healthcare that differ from the general population. We explored healthcare professionals' anticipated responses to experiencing chest pain following a period of stress using qualitative story completion method with healthcare professionals (n = 44). Data were analysed using reflexive thematic analysis, which identified three themes: '"Do I cry or just carry on?": A Culture of Suffering in Silence' identified worries that expressing health concerns would be perceived as weakness, with potential impact on career opportunities. Participants also described self-diagnosis and self-medication rather than help-seeking. '"Me? Have a panic attack?": Psychosomatic Shame' suggested mental health issues may be ignored due to stigma. '"We definitely don't take care of ourselves": Prioritising Pressures of Multiple Responsibilities over Self-care' identified real or perceived pressures to de-prioritise their health. Future research should explore the design of confidential, time efficient support for healthcare professionals that tackle cultural norms and barriers to self-care. [ABSTRACT FROM AUTHOR]

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Routine quantitative outcome measures are commonly used within mental health services to provide an overview of change made by service users from the beginning to end of therapy. Whilst this is useful, these measures do not provide insight into why any changes may, or may not, have occurred. This article explores the results of a qualitative service evaluation conducted in an NHS community mental health team (CMHT). The questionnaire asked service users about aspects of therapy that they found helpful or unhelpful. Crucially, the questionnaire gave voice to service users who did not complete therapy and thus did not complete the final quantitative outcome measure. Analysis of data using a thematic analysis approach identified several themes, 1) whether it was the right time to access therapy, 2) challenges in maintaining progress outside of therapy, 3) meeting service user expectations of therapy, 4) whether service users can be vulnerable, 5) impact of therapy on the service users understanding of themselves and their emotions, and 6) flexibility within the service structure. Overall, service users found therapy to be challenging, yet the support and flexibility offered by their therapist was valued. The team used the results to reflect on their practice and to implement changes moving forward. [ABSTRACT FROM AUTHOR]

Introduction: There is growing evidence within the healthcare sector that employee investigations can harm individuals involved in the process, an organization's culture and the delivery of its services. Methods: This paper details an intervention developed by an NHS Wales organization to reduce the number of its employee investigations through an organization-wide focus that promoted a 'last resort' approach and introduced the concept of 'avoidable employee harm'. A range of associated improvement initiatives were developed to support behavior change among those responsible for determining whether an employee investigation should be initiated. Results: Over a 13-month period, organizational records showed an annual reduction of 71% in investigation cases post-intervention, resulting in an estimated 3,308 sickness days averted annually and total estimated annual savings of £738,133 (based on direct savings and costs averted). This indicates that the organization has started to embrace the "last resort" approach to using employee investigations to address work place issues. The programme was supported with training for those responsible for commissioning and leading the organization's employee investigations. Analysis of survey data from those who attended training workshops to support the programme indicated that participants showed an increased awareness of the employee investigation process post-workshop and an understanding of the concept of avoidable employee harm. Discussion: The programme is congruent with the Healthy Healthcare concept, as the study illustrates how its practices and processes have a beneficial impact on staff, as well as potentially on patients. This study highlights wider issues for consideration, including the: (1) the role of Human Resources (HR), (2) taking a multi-disciplinary approach, (3) culture and practice, (4) the responsibility of the wider HR profession. [ABSTRACT FROM AUTHOR]

This paper intervenes in the dichotomous debate on the 'privatisation' of the UK's National Health Service (NHS). Whilst research suggests that involving private‐sector actors and principles deviates from the founding aims of the NHS to deliver equitable healthcare for all, the opposing argument to 'keep our NHS public' also limits understanding and alternative possibilities. Through focusing on maintaining overarching structures, these campaigns fail to address everyday medical practices that have long been critiqued by those allied with the sociology of health and illness. This paper draws on feminist critiques of public/private to expand the structural economic lens of mainstream political debates and explore how multiple forms of economic, social, cultural, and symbolic capital, operate in everyday healthcare practices. Through an historically‐informed ethnographic exploration of routine hip replacements, I find that capital itself emerges through relations between people and things, and that public/private boundaries play an integral role in forming these relations to instil value on particular patients and forms of labour, demarcating what kind of healthcare is given to whom. I therefore suggest future action should focus on assembling healthcare relations beyond the dualism of public/private categories, to create multiple safe places and relations for all. [ABSTRACT FROM AUTHOR]

Purpose: Prurigo nodularis (PN) is a skin disease characterized by intensely itchy skin nodules and is associated with a significant healthcare resource utilization (HCRU). This study aimed to estimate the HCRU of patients in England with PN overall and moderate-to-severe PN (MSPN) in particular.Methods: This retrospective cohort study used data from the Clinical Practice Research Datalink and Hospital Episode Statistics in England. Patients with Mild PN (MiPN) were matched to patients with MSPN by age and gender for the primary analysis. Patients were enrolled in the study between 1st April 2007 and 1st March 2019. All-cause HCRU was calculated, including primary and secondary care contacts and costs (cost-year 2022).Results: Of 23,522 identified patients, 8,933 met the inclusion criteria, with a primary matched cohort of 2,479 PN patients. During follow up, the matched cohort’s primary care visits were 21.27 per patient year (PPY) for MSPN group and 11.35 PPY for MiPN group. Any outpatient visits were 10.72 PPY and 4.87 PPY in MSPN and MiPN groups, respectively. Outpatient dermatology visits were 1.96 PPY and 1.14 PPY in MSPN and MiPN groups, respectively.Conclusion: PN, especially MSPN, has a high HCRU burden in England, highlighting the need for new and improved disease management treatments.

Abstract Objectives To investigate differences in students’ career intentions between UK medical schools. Design Cross-sectional, mixed-methods online survey. Setting The primary study included all 44 UK medical schools, with this analysis comprising 42 medical schools. Participants Ten thousand four hundred eighty-six UK medical students. Main outcome measures Career intentions of medical students, focusing on differences between medical schools. Secondary outcomes included variation in medical students’ satisfaction with a prospective career in the NHS, by medical school. Results 2.89% of students intended to leave medicine altogether, with Cambridge Medical School having the highest proportion of such respondents. 32.35% of respondents planned to emigrate for practice, with Ulster medical students being the most likely. Of those intending to emigrate, the University of Central Lancashire saw the highest proportion stating no intentions to return. Cardiff Medical School had the greatest percentage of students intending to assume non-training clinical posts after completing FY2. 35.23% of participating medical students intended to leave the NHS within 2 years of graduating, with Brighton and Sussex holding the highest proportion of these respondents. Only 17.26% were satisfied with the prospect of working in the NHS, with considerable variation nationally; Barts and the London medical students had the highest rates of dissatisfaction. Conclusions This study reveals variability in students’ career sentiment across UK medical schools, emphasising the need for attention to factors influencing these trends. A concerning proportion of students intend to exit the NHS within 2 years of graduating, with substantial variation between institutions. Students’ intentions may be shaped by various factors, including curriculum focus and recruitment practices. It is imperative to re-evaluate these aspects within medical schools, whilst considering the wider national context, to improve student perceptions towards an NHS career. Future research should target underlying causes for these disparities to facilitate improvements to career satisfaction and retention.

Whereas senior management within NHS England was once so monocultural that it was dubbed the ‘snowy white peaks of the NHS’, recent data suggests that things have begun to change. However, Black staff in particular are still underrepresented. Interviews with Black and White NHS managers from four London trusts found that though the acronyms ‘BME’/‘BAME’ lack subtlety, management considered quantitative data important. The #BlackLivesMatter movement impacted NHS staff as a potential catalyst for change, though momentum fizzled out. Barriers to diversity and promotion have been seen to include microaggressions and negative stereotyping of Black staff. This article interrogates such underrepresentation, and uses the concept of ‘the afterlife of colonialism’ to suggest that NHS management hierarchies follow colonially-introduced hierarchies of ethnicity and discrimination, creating structural issues that are difficult to address. Taking a feminist framework of analysis, I will argue that diversity race work, including that of #BlackLivesMatter, is anti-hierarchical at its core, suggesting that it is difficult to assimilate within the hierarchically minded world of management. I will conclude that for ethnic diversity amongst staff to be realised, all staff must be committed to supporting this agenda, regardless of their race.

The author began his career as an RVN before retraining to become a radiographer in the NHS. In this article, he reflects on his later return to the veterinary profession as a radiographer in a referral hospital. The article also discusses the skills that are transferable between the veterinary and human healthcare professions and what the two professions can learn through collaboration. [ABSTRACT FROM AUTHOR]

Objective: To ascertain the perceptions of the Welsh NHS orthodontic workforce regarding their job satisfaction and work life balance. Design: Descriptive cross-sectional survey. Participants and setting: Clinicians providing NHS orthodontic treatment in Wales. Methods: An anonymised, email-distributed, electronic, two-part survey (onlinesurveys.ac.uk) of the Welsh NHS orthodontic workforce working within Wales was undertaken. The survey consisted of three sections: (1) demographic information (part 1); (2) respondents' working pattern (part 1); and (3) perceptions of professional job satisfaction and work/life balance (part 2). The responses received were exported into an Excel spreadsheet for descriptive analysis. The free-text comments were collated for each question and subsequently underwent a content analysis to identify any common themes. Results: Part 2 of the survey yielded an overall response rate of 69.6% (n = 78). Over 96% (n = 75) of respondents felt that they had 'made the right career choice, including 100% of orthodontic trainees, orthodontic specialists and orthodontic consultants. Of the respondents, 88.5% (n = 69) said they 'enjoyed going to work', with the remaining being mostly neutral in their opinion. Of the respondents, 79.5% (n = 62) felt they were able to 'provide their patients the optimum care' and 64.1% (n = 50) felt that more demands were being placed upon them by patients and parents. Overall, 52.6% (n = 41) of survey respondents believed it was becoming increasingly difficult to achieve an effective work/life balance, and this was more prevalent among male respondents (61.5%, n = 16) than female respondents (48.1%, n = 25), although this difference was not statistically significant (P >0.05). Conclusions: Over 96% of respondents felt they have chosen the right career and that flexibility and a good working environment are important to job satisfaction. Respondents felt that there are increasing demands being placed upon them by patients/parents, employers, the Regulators, the Government and Health Boards. This is leading to increased difficulty in achieving a satisfactory work/life balance, especially among male respondents. [ABSTRACT FROM AUTHOR]

Objective: To ascertain the working patterns of the NHS orthodontic workforce in Wales and any possible future changes. Design: Descriptive cross-sectional survey. Participants: NHS orthodontic practitioners in Wales. Methods: An anonymised email distributed an electronic two-part survey of the Welsh NHS orthodontic workforce. The survey consisted of three sections: (1) demographic information; (2) respondents' working pattern (part 1); and (3) perceptions of professional satisfaction (part 2). Results: Part 1 of the survey yielded a 70.5% response rate (n = 79); 65.8% of the respondents were women. Of the respondents, 45.6% (n = 36) worked full time (F/T), 39.2% (n = 31) worked less than F/T and 15.2% (n = 12) worked more than F/T. Of the male respondents, 81.5% (n = 22) worked 10 sessions or more compared to 50% (n = 26) of women. The respondents undertook 508.5 orthodontic clinical sessions per week within Wales; of these sessions, 87.6% (n = 445.5) delivered NHS orthodontic care. Of the respondents, 8.4% (n = 7) were planning to increase their orthodontic clinical time within the next 2 years, 24.1% (n = 19) were planning to decrease it and 20.3% (n = 16) were unsure. One-quarter of respondents indicated that they were planning to stop clinical orthodontic activity within the next 5 years, including 53.3% (n = 8) of DwSIs, 37% (n = 10) of primary care specialists and 13.3% (n = 2) of consultants. The pandemic was an influencing factor for 80% of these clinicians. Conclusions: Part 1 of the survey suggested that the majority of the orthodontic workforce was female, were working full time or more, and spent most sessions delivering NHS care. One-quarter of respondents were planning to cease undertaking orthodontic activity within the next 5 years. [ABSTRACT FROM AUTHOR]

Objectives: To investigate differences in students' career intentions between UK medical schools. Design: Cross-sectional, mixed-methods online survey. Setting: The primary study included all 44 UK medical schools, with this analysis comprising 42 medical schools. Participants: Ten thousand four hundred eighty-six UK medical students. Main outcome measures: Career intentions of medical students, focusing on differences between medical schools. Secondary outcomes included variation in medical students' satisfaction with a prospective career in the NHS, by medical school. Results: 2.89% of students intended to leave medicine altogether, with Cambridge Medical School having the highest proportion of such respondents. 32.35% of respondents planned to emigrate for practice, with Ulster medical students being the most likely. Of those intending to emigrate, the University of Central Lancashire saw the highest proportion stating no intentions to return. Cardiff Medical School had the greatest percentage of students intending to assume non-training clinical posts after completing FY2. 35.23% of participating medical students intended to leave the NHS within 2 years of graduating, with Brighton and Sussex holding the highest proportion of these respondents. Only 17.26% were satisfied with the prospect of working in the NHS, with considerable variation nationally; Barts and the London medical students had the highest rates of dissatisfaction. Conclusions: This study reveals variability in students' career sentiment across UK medical schools, emphasising the need for attention to factors influencing these trends. A concerning proportion of students intend to exit the NHS within 2 years of graduating, with substantial variation between institutions. Students' intentions may be shaped by various factors, including curriculum focus and recruitment practices. It is imperative to re-evaluate these aspects within medical schools, whilst considering the wider national context, to improve student perceptions towards an NHS career. Future research should target underlying causes for these disparities to facilitate improvements to career satisfaction and retention. [ABSTRACT FROM AUTHOR]

The study investigates why the value for money (VfM) audit, in its current form, fails to capture the actual state of affairs in the UK public organizations. To address this, we utilize a VfM assessment matrix and key public sector performance indicators to critically evaluate the VfM reports published by two main public bodies in the United Kingdom, that is, the National Health Services and the police authorities, alongside the reports published by the National Audit Office and Her Majesty's Inspectorate of Constabulary and Fire & Rescue Services. Our results reveal that the VfM reports do not clearly show how the 3Es (i.e., economy, efficiency, and effectiveness) associated with the VfM assessment are attained. There are also limited suggestions on the public bodies' service output or social outcomes and how performance targets are fulfilled. We deduce that the VfM audit's failure to capture these elements significantly curtails the benefits of the VfM exercise to public bodies. We argue for complementing the current VfM assessment with a review of the performance of these bodies based on the services they offer as well as their strategic objectives. [ABSTRACT FROM AUTHOR]

The process of crosslinking improves the physicochemical properties of biopolymer-based composites, making them valuable for biomedical applications. EDC/NHS-crosslinked collagen materials have a significant potential for tissue engineering applications, due to their enhanced properties and biocompatibility. Chemical crosslinking of samples can be carried out in several ways, which is crucial and has a direct effect on the final properties of the obtained material. In this study, the effect of crosslinking conditions on the properties of collagen films using EDC and NHS was investigated. Studies included FTIR spectroscopy, AFM, swelling and degradation tests, mechanical testing and contact angle measurements. Evaluation of prepared collagen films indicated that both crosslinking agents and crosslinking conditions influenced film properties. Notable alternations were observed in the infrared spectrum of the sample, to which EDC was added directly to the fish collagen solution. The same sample indicated the lowest Young modulus, tensile strength and breaking force parameters and the highest elongation at break. All samples reached the maximum swelling degree two hours after immersion in PBS solution; however, the immersion-crosslinked samples exhibited a significantly lower degree of swelling and were highly durable. The highest roughness was observed for the collagen film crosslinked with EDC, whereas the lowest was observed for the specimen crosslinked with EDC with NHS addition. The crosslinking agents increased the surface roughness of the collagen film, except for the sample modified with the addition of EDC and NHS mixture. All films were characterized by hydrophilic character. The films' modification resulted in a decrease in their hydrophilicity and wettability. Our research allows for a comparison of proposed EDC/NHS crosslinking conditions and their influence on the physicochemical properties of fish collagen thin films. EDC and NHS are promising crosslinking agents for the modification of fish collagen used in biomedical applications. [ABSTRACT FROM AUTHOR]

Summary: Objectives: Commentators and professional organisations note that an expanding market in human milk-based products (HMBPs) could reduce breastfeeding, compromising maternal and infant health, and undermine public milk bank donations. We investigate whether English NHS trusts purchased these products and whether HMBP companies have marketed to them. Design: Freedom of Information (FOI) requests asking: (1) whether trusts obtained human milk; (2) if so, how; and (3) whether HMBP companies had approached them. We analysed trusts' responses qualitatively. In 2023, an FOI request to the Food Standards Authority (FSA) following a product recall. Setting: England. Participants: One hundred and ninety-four NHS trusts, the FSA. Main Outcome Measures: Obtaining human milk, approaches by companies, and trust responses to approaches. Results: One hundred and seventy-six trusts responded, 102 reporting human milk from milk banks. No trusts reported purchasing from companies in 2022. In 2023, the FSA confirmed six English hospitals used HMBPs from one company; an FOI for trusts' names was refused on law enforcement grounds. Two trusts reported participating in clinical trials funded by companies. Twenty-one reported approaches, using several strategies, including uninvited ward visits. Trusts rejected marketing based on guidance from: (1) trust dieticians or physicians; (2) regional regulatory bodies; (3) professional bodies; and (4) perceived application of an International Code on breastfeeding. Conclusions: Companies market to trusts, adopting methods previously used by the formula industry. Trusts express confusion over whether this infringes agreements designed to promote breastfeeding. We encourage clarification and guidance for professionals and trusts to ensure safety, infant and maternal health, and protect public provision. [ABSTRACT FROM AUTHOR]

How are we to understand and research health law under devolution in the UK? Building on work in law and geography, we argue that the figure of the border is key to the production and implementation of devolved health law and the variety of forms that this takes. The utility of border thinking in this context is shown through a review of thematic areas, including infectious disease control, access to health care, and abortion, each instantiating a distinct bordering process. In each, we consider recent developments in policy and legislation, framed with reference to constitutional change, and the politics of devolution in the UK. Taking Wales as an exemplary site, we argue that health law produces borders in traditional and non-traditional places. It creates and blurs territories. It is equally constituted by pluralistic bordering practices. On the basis of this theoretically informed review, we conclude by proposing a cross-disciplinary legal, ethical, and socio-legal research agenda for future research. [ABSTRACT FROM AUTHOR]

Whilst NHS Health Service management is usually characterized by hierarchized bureaucracy and profit-driven competitiveness, the COVID-19 pandemic drastically disrupted these ways of working and allowed London-based non-clinical management to experience their roles otherwise. This paper is based on 35 interviews with senior non-clinical management at a London-based NHS Trust during 'Alpha phase' of Britain's pandemic response (May-August 2020), an oft-overlooked group in the literature. I will draw upon Graeber's theory of "total bureaucratization" to argue that though the increasing neo-liberalization of the health-services has hitherto contributed toward a corporate mentality, the pandemic gave managers a chance to experience more collaboration and freedom than usual, which ultimately led to more effective realization of decision-making and change. The pandemic has shown NHS managers that there are alternatives to neoliberal logics of competition and hierarchy, and that those alternatives actually result in happier and effectively, more capable staff. [ABSTRACT FROM AUTHOR]

Stroke is a major public health concern, and finding ways to support the wellbeing and emotional regulation of stroke patients with post-stroke cognitive decline or dementia is vitally important. HUG™ was developed to be used as a psychosocial intervention to reduce anxiety and provide comfort and pleasure to those with cognitive impairment. The aim of the ludic artefacts using gesture and haptics evaluation and making playful objects for wellbeing, emotional regulation and engagement for dementia post-stroke cognitive impairment (LAUGH EMPOWERED PSCI) study, a 2-year collaborative project between the NHS and Sunrise Senior Living, is to improve the lives of older people living with advanced stages of dementia and those living with post-stroke cognitive impairment (PSCI). Post-intervention qualitative data were gathered from NHS health professionals (n=20) via a series of interviews. A qualitative interpretive grounded practical theory methodology underpinned by a 'compassionate design' approach was used to analyse qualitative interviews. Two key themes were identified: evidence of improvement in patient care, and difficulties and negative responses to using HUG™ (patient and staff), with respective sub-themes also identified. Findings from this study reveal that HUG™ can be used successfully in a hospital context to improve patient wellbeing and reduce anxiety. Although not every patient who received a HUG™ responded positively, the device did have a significant positive impact on the quality of life and care of those who did. It is clear from this research that, although HUG™ is not the right solution for every patient, it is a useful alternative to prescribed medication for some patients who are anxious and distressed. [ABSTRACT FROM AUTHOR]

Background Good communication is consistently recognised as essential for effective complaint handling, while failures in communication correlate with risk of escalation. Nonetheless, communication in National Health Service complaint handling remains underexamined. Objectives To examine complainants’ lived experience of the complaints journey through (1) micro-analysis of their communication with National Health Service representatives; (2) their self-reported expectations and experiences throughout the complaints journey; to survey patient perceptions of the culture of the National Health Service; to develop ‘Real Complaints’ – an evidence-based communication training resource. Design The project triangulates microlevel conversation analysis and discourse analysis of spoken and written complaints encounters with complainants’ appraisals of those encounters in longitudinal case studies. This is underpinned by an audit of patient views of the cultural–institutional context of the National Health Service. Setting and participants Data were gathered in the complaints-handling services of two National Health Service trusts and a Patient Advocacy Service in Northern Ireland. Twenty-three complainants consented to longitudinal data collection and 58 to initial encounter recording; 115 members of the Patient Advocacy Service mailing list completed the cultural audit; 3 trust complaint handlers, 1 Patient Advocacy Service complaint handler and 2 trust complaints managers were interviewed. Data sources This yielded 1155 minutes of recorded calls, 113 written encounters, 36 diaries, 6 meetings, 23 interviews and 115 cultural audit responses collected over a period of 24 months. Results Our analysis illuminates the dual nature of complaints: as personal expressions of dissatisfaction and as systemic critiques. The complaint experience is a dynamic journey with evolving narratives reflecting complainants’ shifting perceptions, expectations and experiences of the ‘system’, both moment-by-moment and encounter-by-encounter in the overall journey. Key interpersonal priorities for complainants significantly affected complaint outcomes, most important of which was the need to be respected as a ‘reasonable complainant’. Also key is the conversation analytic concept of affiliation, which involves taking a stance towards the event(s) being described that matches the complainant’s stance. Use of affiliation by call handlers supported effective and efficient person-centred complaints handling, while absence of affiliation typically led to escalation of the scope, scale and emotional intensity of the complaint, sometimes to the point of an expressed intention to litigate (particularly in the case of written responses). Viewed holistically, successful complaints communication requires person-centredness, and affiliative interactions framed by shared expectations. These findings were applied in the development of Real Complaints Training and Guidance for spoken and written complaints communication. Limitations The COVID pandemic significantly constrained trust participation, particularly the participation of front-line clinical staff, and one trust introduced ‘telephone resolution’ to which we were not given access. Additionally, calls viewed by staff as ‘challenging’ and ethnic minority communities are both under-represented in the final data set. Conclusions Addressing the complainant’s desire to be perceived as reasonable was revealed as crucial for fostering a more person-centred approach to handling complaints and addressing the gap between expectations and experience. This finding holds particular significance for recommendations, guidance and training relating to both spoken and written communication. Future work Direct extensions of the project include the piloting and evaluation of Real Complaints Training and further primary research involving communication between complainants and front-line service/clinical staff and complaint handling by ombudsman complaints investigators. An emerging question relates to social exclusion and access to complaints procedures. Study registration This study is registered as Research Registry: researchregistry5049. Funding This award was funded by the National Institute for Health and Care Research (NIHR) Health and Social Care Delivery Research programme (NIHR award ref: NIHR127367) and is published in full in Health and Social Care Delivery Research Vol. 12, No. 33. See the NIHR Funding and Awards website for further award information. Plain language summary The aim of this project was to make the experience of complaining to the National Health Service better for patients and their families and improve the outcomes for the National Health Service. Complaints can be positive for the National Health Service because they help improve services for other patients. However, if a complaint escalates, it could be costly for the National Health Service and stressful for the patient. We analysed phone calls and letters between the National Health Service and patients or their family. Some patients took part in the study over a long period of time: from when their complaint was lodged until it was complete. We also used online diaries and interviews to analyse how this communication affected the hopes and expectations of the patient throughout the complaints journey. Our research found that people making complaints have particular needs: to be listened to, to tell their whole story (including how the bad experience has impacted on their lives), to be treated as reasonable and for their complaint to be taken seriously. If they feel that these needs are not being met, the complaint often becomes more serious; the patient may even talk about pursuing legal action. We observed that call handlers can use communication skills to ensure that patients feel listened to and taken seriously when they make a complaint. We also found that receiving written responses to their complaint (often at the end of the complaint journey) is when patients feel most dissatisfied. We identified which responses to a complaint are viewed negatively (avoiding blame, insincere apologies) and which are viewed positively (accepting responsibility, recognising the impact of the events). Our findings were then used to develop training materials using real examples from our data. This will help complaint handlers reflect on how their communication impacts on patients making complaints and will lead to a better experience of the complaints process. Scientific summary Background Effective complaint handling is vital to a safe, high-quality healthcare system, yet recent reports still highlight major failings with the current complaints system in the NHS. While effective complaint handling is recognised as contributing to quality improvement and patient safety, poor complaint outcomes lead to litigation, at significant cost to the individual complainant, the complained-about healthcare staff and the NHS as an organisation. The strongest predictor of litigation, however, is not medical error or patient demographics but dissatisfaction with communication, either within the clinical encounter or subsequently in the complaint-handling process. A challenge in addressing litigation rates is therefore to develop effective communication interventions for healthcare complaints handling. NHS complaints policies, however, focus mostly on systems and procedures and prioritise administrative and quantitative key performance indicators over qualitative outcomes relating to complainant experience and quality improvement. A recent systematic review points to a recognised need for patient-centric ways of responding to complaints in order to improve complainant satisfaction, in relation to both the formal written response and the spoken communication skills of complaint handlers (CHs), and to a lack of training resources to meet this need. However, although relevant communication goals for improved complaint handling are frequently identified (e.g. apology, empathy, understanding), they are often not met because there is insufficient understanding of how to achieve those goals when responding to a complaint. Observational analysis of moments of interactional contact has been neglected in previous attempts to reform the complaints process and is likely to improve our understanding of the components of good and poor communicative practice. The primary aim of this study was thus to focus the analytical lens on the lived experience of complainants going through NHS complaints procedures, using the observational methods of conversation analysis (CA) and discourse analysis (DA) to examine in detail the language used in encounters (both spoken and written) between complainants and NHS staff in order to understand how to meet the recognised need for patient-centric, comprehensive and bespoke ways of responding. Objectives Our study thus aimed to address the following research question: How can the power of language be harnessed to transform complainants’ experience of complaining in the NHS and reduce their recourse to litigation? This was addressed through six research objectives: to examine complainants’ lived experience of interacting with the ‘system’ through detailed micro-analysis of direct communications, both spoken and written, with NHS representatives to audit patients’ perceptions of cultural bias in NHS contexts and show how this may create patterns of social relations that can help or hinder effective complaint resolution to record self-reported expectations and experiences of the complaints journey and its timeline, focusing on evolving perceptions of the complaints experience and the complained-about issue, and the impact of the process on complainant well-being and satisfaction to identify and cross-reference moments of change and key drivers of change in complainants’ responses and intentions (including intentions to litigate) throughout their complaints journey to develop an evidence-based ‘Real Complaints’ communication training resource to provide effective, evidence-based intervention that addresses the specific interactional and interpersonal challenges of NHS complaints handling to disseminate good-practice recommendations to service users, NHS staff, local and national policy-makers and ombudsmen that will improve NHS complaint-handling processes and experiences. Methods Our study developed an innovative mixed-methods design with multiple data sets. The wider institutional culture of the NHS was examined using a cultural audit tool to assess service-user perceptions of the institutional context within which complaints take place. The core of the project was the microanalysis of language-in-use in both spoken and written communication between complainants and the NHS Trusts and a parallel analysis of participants’ subjective reflections on their complaint journey, both during and after that journey. This mixed data approach constitutes a detailed, contextualised examination of the relationship between complainants’ observable complaint-handling experiences and their personal, evolving perspective on both the complaint issue(s) and the complaints process. Data The project was conducted across three data-collection sites: complaints services from two Health and Social Care Northern Ireland Trusts and one Patient Advocacy Service providing support to patients making a complaint. The cultural audit generated 115 service-user responses providing data on the degree of congruence/dissonance between patient expectations and experience in the NHS. For the other data strands, a total of 80 active complainants were recruited, of whom 23 consented to longitudinal participation. The observational data comprised recorded phone calls, meetings or written correspondence (letters and e-mails). These data were structured in two key data sets: initial encounters (by telephone or by e-mail) and longitudinal case studies which followed individual complainants through their entire complaint journey. The observational data in the longitudinal case studies were complemented by a parallel qualitative data set of participant diaries and semistructured interviews with each of the longitudinal participants in order to cross-reference the findings of the observational analysis with participant appraisal of their complaints experience. This yielded a data set of 23 complaint journeys and 86 phone calls (1155 minutes), 113 written communications and 6 recorded meetings as well as 36 participant diaries, 23 interviews and 115 cultural audit responses collected over a period of 24 months. Analysis The initial cultural audit provided a baseline view of the wider organisational culture within the NHS. It applied a validated measurement tool to assess the relative influence of cultural perspectives on four key aspects of respondents’ relational expectations and experiences within the NHS: ‘courtesy and respect’; ‘how knowledge is valued’; ‘how fairness and equity issues are resolved’; and ‘how voice is expressed’. In this way, the cultural audit provided insights into the sociopolitical context of the patient–healthcare provider relationship within which these complaint journeys were taking place. Given the focus on communication, the application of CA to the spoken (mostly telephone) interactions between complainants and CHs provides the central focus of the project. CA is a form of observational research that studies in fine-grained detail how participants in conversation methodically display their understanding of each other’s turns at talk and how those understandings are negotiated in interaction. CA thus involves turn-by-turn analysis of communication practices in context to understand what matters to speakers moment-by-moment in the interaction and to reveal the impact of particular language choices on the ongoing conversation. In this way the ‘next turn proof procedure’ of CA reveals the effectiveness (or otherwise) of individual interactional practices to provide a robust evidence base for the development of bespoke communication training resources based on real interactions. Similarly, DA is a linguistic approach to the analysis of written texts, which focuses on the meanings, intentions, ideologies and consequences of particular language choices by the writer, and views discourse as a form of social action or practice. The written communication in our observational data set was analysed focusing on choices in grammar, word choice and pragmatic meaning (what is implied or presupposed), to provide an empirically grounded account of good and poor communication. The analysis of the observational data in each of our longitudinal case studies was supplemented by detailed thematic analysis of participant diaries and interview data for a more holistic account of the key factors both within cases and between cases. An iterative process of open coding, informed by the findings from the cultural audit and the microanalysis of the observational data, was applied across all data sources for each individual journey to uncover central themes and detect inconsistencies across various sources. These themes were subsequently categorised into two primary axes, ‘process’ and ‘c-concepts’ (causes, consequences, correlations, constraints), for the analysis of longitudinal case studies. The cumulative effects of multiple encounters in an overall complaint journey were examined to provide a deeper understanding of the relationship between the personal and the systemic. Results Our longitudinal analysis illuminates the dual nature of complaints: as personal expressions of dissatisfaction with care experiences and as systemic critiques. Understanding this duality – complaint and care – is vital to improving the complaint-resolution process by ensuring both the validation of individual lived experiences and effective systemic response. Complaining is experienced as a dynamic journey with evolving narratives reflecting complainants’ shifting perceptions, expectations and experiences of the ‘system’. Each interaction within the journey moulds these perceptions and future expectations, hence the paramount importance lies in improving individual instances and enhancing connectivity throughout the complaint journey, as each next encounter can ‘overwrite’ the effects of the previous. Written responses, in particular, were often noted to have the greatest negative impact on the overall evaluation of the journey by not acknowledging accountability, providing insincere apologies, using obscure medical jargon, undermining complainants’ accounts of events and detailing irrelevant patient histories. These longitudinal findings were also reflected in the analysis of the cultural-institutional context (cultural audit), which found significant gaps between patient expectations and experience around assessment of the ‘system’ as overly hierarchical and insufficiently egalitarian, as well as lacking in recognition of individuality, leading to expressions of fatalism in patient expectations. Across all data sets, complainants convey three key interrelated interpersonal priorities which are evident in how they communicate their complaint and the expectations they place on call-handler responses. Complainants want to tell their story in full; they present their complaints not as a collection of facts, but as a detailed narrative which stresses the impact of their story on their daily lives. Relatedly, complainants want to feel that they have been listened to and that their perspective (including the lifeworld impact of the complained-about event) has been fully recognised. Finally and most significantly, complainants seek ratification of the reasonableness of their complaint and/or of their identity as a reasonable complainant. The CA concept of affiliation (designing responses to display recognition and validation of the stance expressed by the other speaker) was identified as a key conversational skill required to meet complainants’ interpersonal priorities in the moment-by-moment communication of a complaints encounter. Specific forms of affiliation and cues for affiliation emerged as important for effective and efficient complaints handling. A key finding, for example, was that affiliation specifically to the ‘reasonableness’ of a complainant could be deployed to negotiate explicit blaming without agreeing or disagreeing with the blame. Crucially, our interactional analysis also showed that the absence of relevant forms of affiliation typically led to escalation of the scope, scale and emotional intensity of the complaint. Similarly, the absence of affiliation and ratification in written responses was found to lead to dissatisfaction with the complaint and, in some cases, escalation to the Ombudsman or to legal redress. The Real Complaints Training package was developed around the research findings relating to the significant role of specific forms of affiliation for healthcare complaints handling. The training package is composed of a number of modules which address a series of skills: ways of listening, identifying complainant cues, using affiliation to meet complainants’ needs and negotiating the expression of explicit blame. Several training design workshops and evaluation workshops were held with complaint-handling teams to refine the training design and ensure useability and accessibility. A key outcome of those workshops was the flexible modular design of the training resources that ensures that the materials can be adjusted to meet training needs and accommodate practical constraints on delivery. The design also ensures that the training can be adapted to complement existing training approaches. Additionally, guidance on how to compose written responses to complaints, what to include, what to avoid, and ideal ways of ensuring that the complainant feels their complaint has been listened to and taken seriously are included in this report. Conclusions Our study found that the highest priority for complainants is to be seen as reasonable complainants and for their complaint to be seen as ‘reasonable’ and legitimate. At a more systemic level, complainants seek concrete and measurable change and reform as validation of the reasonableness of their complaint. Addressing the gaps between complainants’ expectation and experience requires a more person-centred approach in which the complainant’s perspective and reasoning are reflected and the lifeworld impact of their complaint is demonstrably understood. Current practice is variable but where dissatisfaction with the complaint process is expressed, it is usually related to a perception that the complaint has not been adequately affiliated to. Affiliation in various forms (affiliation to emotion, to complainability and to reason) demonstrates that the CH is aligned with the objectives of the complainant and willing to address the complaint’s detail and complexity. Our research has led to the development of guidance and training that will assist complaint-handling staff in navigating these interactions. This offers strategies to validate the complainant’s experiences and emotions, while also maintaining professionalism and fairness throughout the process. By adopting a person-centred approach that acknowledges and supports the complainant’s need to be seen as reasonable, organisations can enhance complainant satisfaction, contributing to a more constructive and collaborative relationship between NHS and patient. Study registration This study is registered as Research Registry: researchregistry5049 IRAS 266628. Funding This award was funded by the National Institute for Health and Care Research (NIHR) Health and Social Care Delivery Research programme (NIHR award ref: NIHR127367) and is published in full in Health and Social Care Delivery Research; Vol. 12, No. 33. See the NIHR Funding and Awards website for further award information.

Background Staff sickness absenteeism and presenteeism (attending work while unwell) incur high costs to the NHS, are associated with adverse patient outcomes and have been exacerbated by the COVID-19 pandemic. The main causes are mental and musculoskeletal ill health with cardiovascular risk factors common. Objectives To undertake a feasibility study to inform the design of a definitive randomised controlled trial of the effectiveness and cost effectiveness of a health screening clinic in reducing absenteeism and presenteeism amongst the National Health Service staff. Design Individually randomised controlled pilot trial of the staff health screening clinic compared with usual care, including qualitative process evaluation. Setting Four United Kingdom National Health Service hospitals from two urban and one rural Trust. Participants Hospital employees who had not previously attended a pilot health screening clinic at Queen Elizabeth Hospital Birmingham. Interventions Nurse-led staff health screening clinic with assessment for musculoskeletal health (STarT musculoskeletal; STarT Back), mental health (patient health questionnaire-9; generalised anxiety disorder questionnaire-7) and cardiovascular health (NHS health check if aged ≥ 40, lifestyle check if < 40 years). Screen positives were given advice and/or referral to services according to UK guidelines. Main outcome measures The three coprimary outcomes were recruitment, referrals and attendance at referred services. These formed stop/go criteria when considered together. If any of these values fell into the ‘amber’ zone, then the trial would require modifications to proceed to full trial. If all were ‘red’, then the trial would be considered unfeasible. Secondary outcomes collected to inform the design of the definitive randomised controlled trial included: generalisability, screening results, individual referrals required/attended, health behaviours, acceptability/feasibility of processes, indication of contamination and costs. Outcomes related to the definitive trial included self-reported and employee records of absenteeism with reasons. Process evaluation included interviews with participants, intervention delivery staff and service providers. Descriptive statistics were presented and framework analysis conducted for qualitative data. Due to the COVID-19 pandemic, outcomes were captured up to 6 months only. Results Three hundred and fourteen participants were consented (236 randomised), the majority within 4 months. The recruitment rate of 314/3788 (8.3%) invited was lower than anticipated (meeting red for this criteria), but screening identified that 57/118 (48.3%) randomised were eligible for referral to either general practitioner (81%), mental health (18%) and/or physiotherapy services (30%) (green). Early trial closure precluded determination of attendance at referrals, but 31.6% of those eligible reported intending to attend (amber). Fifty-one of the 80 (63.75%) planned qualitative interviews were conducted. Quantitative and qualitative data from the process evaluation indicated that the electronic database-driven screening intervention and data collection were efficient, promoting good fidelity, although needing more personalisation at times. Recruitment and delivery of the full trial would benefit from a longer development period to better understand local context, develop effective strategies for engaging with underserved groups, provide longer training and better integration with referral services. Delivery of the pilot was limited by the impact of COVID-19 with staff redeployment, COVID-research prioritisation and reduced availability of community and in-house referral services. While recruitment was rapid, it did not fully represent ethnic minority groups and truncated follow-up due to funding limitations prevented full assessment of attendance at recommended services and secondary outcomes. Conclusions There is both a clinical need (evidenced by 48% screened eligible for a referral) and perceived benefit (data from the qualitative interviews) for this National Health Service staff health screening clinic. The three stop/go criteria were red, green and amber; therefore, the Trial Oversight Committee recommended that a full-scale trial should proceed, but with modifications to adapt to local context and adopt processes to engage better with underserved communities. Trial registration This trial is registered as ISRCTN10237475. Funding This award was funded by the National Institute for Health and Care Research (NIHR) Health and Social Care Delivery Research programme (NIHR award ref: 17/42/42) and is published in full in Health and Social Care Delivery Research; Vol. 12, No. 23. See the NIHR Funding and Awards website for further award information. Plain language summary Sickness absenteeism and presenteeism (attendance at work while ill, with poor work performance) are major problems in the NHS and associated with worse patient health care. The most common causes of NHS staff sickness absenteeism and presenteeism are muscular complaints and mental ill health. Poor lifestyle and illnesses associated with heart disease are also important factors. Staff health checks might improve the health of NHS staff, but no studies have included screening tests to address the most common causes of poor staff health. This pilot study tested whether it would be possible to deliver a randomised controlled trial of an NHS staff health screening clinic, where some people get the screening check and others do not (chosen at random, like flipping a coin). We used an electronic database to capture all data. Participants completed initial questionnaires either at home or at work, then attended a face-to-face screening clinic using recognised screening questionnaires and tests to detect problems with muscular, mental or heart health. We considered how NHS staff and healthcare organisations would want the screening clinic and trial to run, how a diverse range of NHS staff could best be approached, how many staff might need to be invited and what their healthcare needs would be. The study ran in four UK NHS hospitals during the COVID-19 pandemic. Two hundred and thirty-six NHS staff participated, but early trial closure due to the pandemic meant that some results were unavailable. For the primary feasibility outcomes, although recruitment rates of around 8% were lower than anticipated, half of staff screened needed referral for further health care and one-third reported intending to attend. Staff felt that the clinic addressed an important health need. The Trial Oversight Committee recommended proceeding to a full-scale trial but with modifications to address findings from the process evaluation, including ways to encourage a wider group of NHS staff to take part. Scientific summary Background Staff sickness absenteeism and presenteeism (attending work while unwell) incur high costs to the NHS, are associated with adverse patient outcomes and have been exacerbated by the COVID-19 pandemic. The main causes are mental and musculoskeletal ill health with cardiovascular risk factors also common. Objectives The aim of this pilot trial was to assess the feasibility of a definitive randomised controlled trial (RCT) evaluating the clinical and cost effectiveness of a health screening clinic compared to usual care, in reducing sickness absenteeism and presenteeism amongst NHS staff. The key objectives were to: describe recruitment rates describe participant characteristics and assess generalisability compared to the hospital workforce describe intervention screening assessment results describe recommended referrals and their uptake assess the feasibility of measuring the outcomes relating to the definitive trial, and obtain an estimate of the standard deviation of the proposed primary outcomes for a full RCT assess levels of contamination between intervention and usual care arms to inform RCT design (individual vs. cluster RCT) describe and explain the fidelity to the intervention and evaluate the barriers and enablers to participation describe the views, experiences and satisfaction of participants and those delivering the health checks quantify the costs of undertaking the screening service and its consequences. Design A multicentre, two-arm, parallel group, open-label, 1 : 1 individually randomised pilot RCT of a complex intervention comparing a staff health screening clinic with usual care. Setting Three large urban hospitals and one rural district general hospital in the West Midlands. Participants All employees in the participating hospitals were eligible to participate except those who had previously attended a pilot health screening clinic at Queen Elizabeth Hospital Birmingham (QEHB) or who were currently taking part in another non-COVID drug trial or similar health and well-being trial. Participants were informed of the trial through staff meetings, noticeboards, posters and ward champions, and invited (with up to three reminders) through multiple approaches including e-mail and personal invitation. Wards were chosen to reflect the characteristics of the hospital. Data collection Potential participants joined the trial via weblink to a custom-designed electronic trial data collection platform hosted by the Birmingham Clinical Trials Unit. Eligibility questions, consent and a baseline questionnaire were completed prior to randomisation. Randomisation and blinding Participants were randomised to intervention or usual care (1 : 1 ratio) using an integrated randomisation module on the trial database, using a minimisation algorithm (with random element) to ensure balance on key characteristics. Interventions Intervention Staff health screening clinic with two stages: screening assessment for three components: mental health, musculoskeletal health and cardiovascular health, followed by appropriate advice and/or referral, according to level of risk, to appropriate services for management according to NHS/National Institute for Health and Care Excellence (NICE) recommendations. The screening assessment was delivered by trained research nurses using a standardised protocol. All data were captured by a customised database with prompts to guide the research nurses. Local pathways were used for referrals to lifestyle, physiotherapy, psychological and primary care services. Participants reporting relevant conditions already being treated did not receive the referral element of that component. A results letter detailing findings and recommendations was sent to participants and their general practitioners (GPs) for appropriate action. Usual care Standard access to medical services for management of any presenting condition. Main outcome measures This pilot trial was originally planned to have a 52-week follow-up period to fully test the processes for a definitive trial, but this was reduced to 26 weeks due to the pandemic delays and funding restrictions. Primary outcomes and stop/go criteria Three coprimary outcomes were originally planned to inform progression to the definitive trial: Recruitment (consented) as a proportion of those invited. Referral to any recommended services as a result of the three screening components (usually GP, local physiotherapy/community psychological services) – intervention arm only. Attendance at any recommended services at 26 weeks (self-report) – intervention arm only. We defined ‘referral’ as anyone who was eligible for a referral, that is they recorded a suitable risk value and were not already being treated for that condition. Due to the pandemic, only a small number of participants completed the 26-week follow-up assessment. Therefore, acceptance of the referral (signifying intention), which was collected during the screening assessment, was used as a proxy for attendance. The three coprimary outcomes formed stop/go criteria when considered together. If any of these values fell into the ‘amber’ zone, then the trial would require modifications to proceed to full trial. If all were ‘red’, then the trial would be considered unfeasible. Secondary outcomes were collected to inform the design of the definitive RCT and any modifications required. Secondary outcomes Comparison of baseline characteristics of included participants and hospital population. Description of intervention screening assessments results. Number/type of referrals to recommended services (intervention arm only). Attendance at each individual recommended service (intervention arm only). Lifestyle relevant to screening intervention advice and referrals (self-report at 26 weeks compared with baseline). Acceptability of intervention to participants and health screening clinic staff (interviews). Feasibility of trial processes (completeness of relevant data items, interviews). Indication of contamination (comparing pre/post data for health behaviours and health care/other service utilisation in control arm). Outcomes related to the definitive trial Absenteeism at 26 weeks with reasons, measured by days and spells. Self-reported absolute absenteeism, relative absenteeism and relative hours of work – for last 7 days and last 28 days [World Health Organization Health and Work Performance Questionnaire (WHO-HPQ)]. Self-reported absenteeism (6-month recall period). Employee records of absenteeism, the proposed primary outcome of the definitive trial. Routinely collected linked data from the NHS Electronic Staff Record Programme. Presenteeism at 26 weeks [self-reported absolute presenteeism and relative presenteeism for last 28 days (WHO-HPQ)]. Attendance at occupational health service at 26 weeks (self-report). Healthcare utilisation at 26 weeks (self-report) including GP consultations and hospital admissions. EuroQol-5 Dimensions, five-level version (EQ-5D-5L) index value measuring health-related quality of life (HRQoL) (EuroQol EQ-5D 5-level) at 26 weeks. Resource use and costs collected by self-report questionnaire to participants on health service utilisation and information from the screening assessment regarding duration and resources used. Sample size We aimed to recruit 480 participants (20 per week) in 24 weeks. With this sample size, the 95% confidence interval (CI) for the proportion of staff recruited could be estimated to be 4% either side of the estimate. Statistical methods Analyses were mainly descriptive. No statistical modelling was undertaken, and no p-values are reported. No subgroup analyses were planned. Process evaluation A mixed-methods process evaluation explored programme reach, fidelity of screening delivery, attendance at referrals and participants’ views of the intervention to support any modifications required for the design of the definitive trial. Quantitative data to support the process evaluation were obtained as above. Semistructured qualitative interviews/focus groups were conducted (choice of Zoom, telephone, face-to-face) to obtain views of relevant stakeholders [trial participants, enhancing the Health of NHS Staff (eTHOS) nurses, referral providers, outside agencies] on the feasibility and acceptability of the staff health screening intervention and trial and inform any protocol adaptations needed for a full trial. Due to the COVID-19 delays, a pragmatic approach was taken to sampling; all eligible participants in the intervention arm were invited to participate, and invitations were sent to all controls until the target number of participants had been reached. Data were recorded either on Zoom or an encrypted recorder and transferred via secure file transfer to an external company for transcription. Interviews were transcribed intelligent/clean verbatim and anonymised. A thematic analysis of content was informed by the framework analytical approach. Data collection and analysis ran concurrently so that the emergent analytical themes could inform further data collection. Health economic analysis A descriptive analysis was presented with average costs of screening per participant and quality of life obtained in the baseline questionnaire. Information was obtained from participating centres on estimated time taken for each screening clinic task, grade of the member of staff responsible and cost of individual blood tests. Staff time required for each task was then multiplied by the relevant unit costs obtained from standard source. The total cost of blood tests per participant was weighted according to the proportion who received each type of blood test. Quality of life of all participants was estimated using the EQ-5D-5L. Patient and public involvement Four to six clinical, administrative and retired NHS staff met on a regular basis throughout the project to provide advice. One hospital healthcare worker was included on the Trial Oversight Committee (TOC). Similarly, we consulted a stakeholder advisory group representing a wider body of professionals relevant to the trial, for example, GPs. Impact of COVID-19 pandemic on trial delivery It was not possible to commence the trial in March 2020 due to the COVID-19 pandemic. Two hospital sites commenced the trial in December 2020, but after 3–4 weeks, recruitment was paused. The trial recommenced in May 2021 in all four sites. The original trial was planned to include a 52-week follow-up; however, due to the delays, a 26-week follow-up was agreed with the funder, but only a few people reached this time point before trial closure. Results Three thousand seven hundred and eighty-eight of the 24,344 NHS staff across the four sites were invited to take part. Of the 353 eligible respondents, 314 consented (8.3% of those invited and 65.4% of our planned target of n = 480). Two hundred and thirty-six were randomised into the study; n = 118 to the intervention screening arm and 118 to usual care. One hundred and one (85.6%) attended and completed the screening clinic. Only 26/236 (11.0%) participants reached the 26-week follow-up. Primary outcomes and stop/go criteria Three hundred and fourteen of the 3788 [8.3% (95% CI 7.4% to 9.2%)] invited staff gave their consent to participate, which meets the red stop/go criterion for recruitment. Fifty-seven of the 118 [48.3% (95% CI 39.0% to 57.7%)] participants randomised to the intervention arm were eligible for referral to at least one service, which meets the green stop/go criterion for referral. Eighteen of the 57 [31.6% (95% CI 19.9% to 45.2%)] participants eligible for a referral accepted a referral to at least one service, which meets the amber stop–go progression criterion for attendance, although the CIs were wide. Secondary outcomes Assessing generalisability (programme reach) The invited population was similar to the hospital population, although those who participated in the trial were more likely to be white British (78.0% compared to 59.7%), allied health professionals (14.0% compared to 6.9%) and healthcare scientists (11.9% compared to 5.0%), and less likely to be from estates/ancillary, medical/dental and nursing/midwifery registered staff groups. Results of intervention screening assessments Most reported minimal/mild anxiety, but 11 (10.9%) were classified as having moderate and 5 (5.0%) severe anxiety. Most people reported minimal/mild depression, but 13 (12.9%) reported moderate/moderately severe depression and 4 (4.0%) severe depression. Most participants had no significant back pain, although eight (7.9%) were at medium risk and two (2.0%) at high risk on the StarT Back tool. Twenty-seven (27.0%) scored with medium risk for other types of pain and five (5.0%) high risk. Thirty-eight (38.0%) participants were classified as overweight and 32 (32.0%) obese. Forty-six (46.0%) were self-reported as physically active. Twelve (11.9%) reported increasing/higher risk of alcohol dependence and 10 (9.9%) were current smokers. Of those eligible for the cardiovascular risk score (QRISK2), nine (14.5%) had medium risk (10–19.9%) and two (3.2%) had a high risk of developing cardiovascular disease (CVD) in the next 10 years. Completeness of data items and attendance at screening clinic (fidelity) Sixty-six of the 314 (21.0%) consented participants did not complete the baseline questionnaire. One hundred and one of the 118 (86%) participants randomised to the intervention arm attended and completed the screening clinic. Individual data items were generally well completed and deoxyribonucleic acid (DNA) rates low. Costs and quality of life The maximum screening cost per participant (including blood tests) was £107.48 if the highest band staff were used and £99.98 if the lowest band staff ran the clinic. Complete EQ-5D-5L data were available for 233/236 randomised participants [mean score 0.793 (SD 0.168)]. Process evaluation We conducted 51 (63.8%) out of the 80 originally planned interviews. Four different hospital sites utilised a nurse-led screening intervention with prompts and electronic data collection, which was efficient and promoted good fidelity, although this was viewed as impersonal at times. Participants appreciated the convenience of the onsite service and valued time to focus on their own needs. However, some felt that it did not reflect or address their stress levels appropriately or meet their expectations in providing faster access to additional services. There were also concerns that it would not address the wider determinants of ill health and problems in the workplace, that it was just a ‘sticking plaster’. The eTHOS staff delivering the intervention generally found the delivery of the study feasible, although there were a number of suggestions from staff both delivering and receiving the intervention to adapt the approach for a full trial. Conclusions Despite significant delays, truncation and amendments required due to the COVID-19 pandemic, we were able to assess the most important aspects of the feasibility of a RCT to evaluate the clinical and cost effectiveness of a novel hospital-based staff health screening clinic in reducing absenteeism and presenteeism. Recruitment was feasible in a short space of time, and delivery of the intervention feasible, efficient and acceptable. Although a lower proportion of staff were recruited than anticipated, this was offset by the findings of the screening assessments which revealed significant health needs of those attending with 48% requiring referral to additional services. The three stop/go criteria were red, green and amber; therefore, the TOC recommended that a full-scale trial should proceed, but with modifications (see below) to adapt to local context and adopt processes to engage better with underserved communities, to improve both reach and effectiveness. Implications/modifications for full trial design There was no evidence of contamination; therefore, an individual RCT would remain the design of choice. Wait-list controls might also be a potential option to encourage people to participate. While our approach to recruitment was successful for many (most people responded to an e-mail), additional strategies would be needed to recruit the underserved groups, and specific minority staff network groups and leaders should be engaged in order to do so. Messaging to potential participants needs to be clearer in order to reduce concerns about confidentiality, optimise recruitment and manage expectations. More flexible clinic times/alternative options could be explored to improve inclusion. Electronic data capture was considered convenient, but extra training and practice should be provided to ensure sufficient familiarity and personalisation. Consideration (on a site-by-site basis) of clearer referral pathways is important for the full trial, in order to optimise attendance at referrals and realise health outcomes. Further consideration should also be given to the mental health screening tools used, as qualitative interviews with staff revealed their concerns that occupational stress and burnout may not be adequately identified and treated. There was no evidence from this study that self-reported absenteeism data should replace human resources (HR) data as the potential primary outcome as correlation between the two was poor. Acknowledging the 25% dropout between consent and randomisation, the amount of data collected and length of questionnaires should be reviewed prior to a full trial. Resource use and cost data were relatively straightforward to collect, although it was evident that more detailed site-by-site data collection would be required in a full trial, to reflect the full range of clinic organisation scenarios. Trial registration This trial is registered as ISRCTN10237475. Funding This award was funded by the National Institute for Health and Care Research (NIHR) Health and Social Care Delivery Research programme (NIHR award ref: 17/42/42) and is published in full in Health and Social Care Delivery Research; Vol. 12, No. 23. See the NIHR Funding and Awards website for further award information.

Abstract Background Mental health issues have been an ongoing major cause of global disability exacerbated by the COVID-19 pandemic. The unique challenges have been the high contagiousness of COVID-19 and atypical PTSD presentations e.g., ICU-PTSD. This has led to increased demand on mental health services which have had to vary their provision for example working remotely vs. the traditional face-to-face. The pandemic has also exposed the preexisting health inequalities related to sociodemographic variables. In the UK, NHS-IAPT is the main primary-care provider which has suffered these repercussions. Research from COVID-19 and previous viral outbreaks has estimated an increase in the prevalence of PTSD. Although services have been urged to monitor their provision, research on PTSD remains scanty. The current NHS-IAPT service was concerned about these ramifications of the pandemic and also wished to address the gap in the research. The aim was to conduct an evaluation of the impact of the COVID-19 on PTSD recovery. The first question evaluated the impact, and the second question evaluated the associated variables. Methods The study employed a quantitative data analysis method. Data were extracted and analysed from the electronic database, IAPTus. The study evaluated PTSD recovery rates during pre-pandemic and peri-pandemic periods. The comparisons determined the impact of the pandemic as well as what recovery variables were significant. The data were analysed statistically using both descriptive statistics and inferential statistics (t-test and Chi-square). The data were analyzed in reference to the national NHS-IAPT standards via NHS-Digital. Results The findings suggest that the pandemic had no significant impact on overall PTSD recovery rates, which also aligned with the national standards. These recovery rates fell below the target national standard of 50% regardless of the pandemic. Several client, service and treatment variables were shown to be associated with PTSD recovery rates. Conclusions This evaluation highlights a pre-existing problem around the persistently low PTSD recovery rates. It also identifies variables that warrant further research in order to improve PTSD service-provision and mitigate any long-term pandemic impacts. This study also provides information for other services wishing to enhance their PTSD recovery rates.

Abstract Background Mental health rehabilitation services provide specialist treatment to people with particularly severe and complex problems. In 2018, the Care Quality Commission reported that over half the 4,400 mental health inpatient rehabilitation beds in England were provided by the independent sector. They raised concerns that the length of stay and cost of independent sector care was double that of the NHS and that their services tended to be provided much further from people’s homes. However, there has been no research comparing the two sectors and we therefore do not know if these concerns are justified. The ACER Study (Assessing the Clinical and cost-Effectiveness of inpatient mental health Rehabilitation services provided by the NHS and independent sector) is a national programme of research in England, funded from 2021 to 2026, that aims to investigate differences in inpatient mental health rehabilitation provided by the NHS and independent sector in terms of: patient characteristics; service quality; patient, carer and staff experiences; clinical and cost effectiveness. Methods ACER comprises a:1) detailed survey of NHS and independent sector inpatient mental health rehabilitation services across England; 2) qualitative investigation of patient, family, staff and commissioners’ experiences of the two sectors; 3) cohort study comparing clinical outcomes in the two sectors over 18 months; 4) comprehensive national comparison of inpatient service use in the two sectors, using instrumental variable analysis of routinely collected healthcare data over 18 months; 5) health economic evaluation of the relative cost-effectiveness of the two sectors. In Components 3 and 4, our primary outcome is ‘successful rehabilitation’ defined as a) being discharged from the inpatient rehabilitation unit without readmission and b) inpatient service use over the 18 months. Discussion The ACER study will deliver the first empirical comparison of the clinical and cost-effectiveness of NHS and independent sector inpatient mental health rehabilitation services. Trial registration ISRCTN17381762 retrospectively registered.