Researchers have investigated burnout, customer service, overloaded inboxes and delayed replies. Yet the obvious question appears largely unanswered: does workforce exhaustion make an organisation slower, less helpful...
Editor’s pick
Stephen WaltersThis week’s hottest
First NHS Response? Good. Follow-Up? What Follow-Up?
This is hopefully the first of many for us, a ReplyResearch Guest Author When my husband experienced complications after eye surgery, I hoped that telling the organisation what had happened might help us understand it...
Rachel Matthews
“Say how disability made you stronger” they said. Outcome? Brutal
An alarming study is showing that well-meaning advice to disabled jobseekers may be silently backfiring We’ve all heard it. If you’re applying for a job, don’t dwell on the negatives. Sell yourself. Focus on your...
Jonathan FriedmanLatest articles
Unpaid Carer? Thought That Was Enough? Social Care Wants Your Spare Time Too
More than 400,000 people in England are waiting for assessments, support or reviews. Yet the statistics reveal almost nothing about unanswered calls, missing updates, failed callbacks or whether anybody still owns the...
Peter Friedman
Need Legal Aid? It’s Your Right. But Actually Getting It? Yeah, Right
“Don’t worry about not being able to afford a solicitor. You can get legal aid for that. Just start ringing around.” It all sounds reassuring enough until you actually try it. That’s when the...
Gabriel Fitzpatrick
