Guru article on NHS customer service

Objective:

Exposure in the healthcare sector to encourage new membership at a time when the NHS was challenged over complaint management skills.

Strategy:

Place a think piece in the influential NHS magazine Health Service Journal, by Paul Cooper, a founding director of the ICS, on the state of the NHS and his wife’s experience as a patient.

Results:

A thought-provoking feature making the ICS directly relevant to the NHS.