David Lee's article on listening to complaints was engaging. What would have been really useful is a sense of what has actually changed in the day-to-day operation of services and the impact on patient care, efficiency and staff relations.

David Lee's article on listening to complaintswas engaging. What would have been really useful is a sense of what has actually changed in the day-to-day operation of services and the impact on patient care, efficiency and staff relations.

Without that it is a nice read, but doesn't inspire others to change their practice. Maybe David will do a follow up article?

Victoria Morgan, executive assistant, Waltham Forest primary care trust