ABSTRACT
This chapter focuses on the contribution made by both receptionists and secretaries in the health service in their dealings with patients, and their role in creating the first impression that patients have of the healthcare provided in both primary and secondary care. The Health Service Ombudsman undertakes independent investigations into complaints about the National Health Service (NHS), and investigates complaints against private healthcare providers only if the treatment was funded by the NHS, although further consideration is not an automatic right. The Commission for Patient and Public Involvement in Health has been set up to oversee the new system of patient and public involvement, working nationally, regionally and locally to act as a patients' champion. The NHS Plan also commits to improved access to healthcare. Both NHS Direct and NHS walk-in centres provide better access to healthcare. An interpreter may be available in some hospitals, or colleagues within the workforce may be able to help.
