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Category Archives: Customer Experience & Interaction

In the Press: The Journal of Dementia Care

The Journal of Dementia Care publishes practical and theoretical articles to support those who work in the field of dementia care.   The July/August edition features – Night and Day – a collaboration between Forum Interactive, the Joseph Rowntree Foundation and a research team from the Universities of Stirling and Edinburgh.   Night and Day shows how effective… Read more »

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“video diary” example

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The ‘video diary’ is a useful device for exploring a person’s inner world on film.  Here is an example of its use in “Anna’s Story” which is a film we made recently for NHS Education for Scotland. In this extract – scene 3 – Anna reveals her reactions, having received a diagnosis for her condition.… Read more »

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Anna’s Story: developing self-care management in NHS

NHS Education for Scotland have developed a training pack to help professionals (across health & social care) to develop self-care management for people with long term conditions.  We created a short film – Anna’s Story – to accompany this pack. Anna’s Story focusses on one woman’s experience of receiving a diagnosis of Rheumatoid Arthritis and… Read more »

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Influencing the Human Factor: Improving Safety Conversations

An organisation’s culture is sharply revealed in the way that its people talk to one another. Important work tasks are achieved through this talk: managing performance, project planning and review, identifying and managing errors, risk assessment and management.  So the quality of interaction between people is a key indicator of  performance. When an organisation improves… Read more »

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“Excellent” – feedback for “Let’s Talk About It”

“Let’s Talk About It” directly addresses issues that lie at the heart of the Scottish Government’s Better Together: Patient Experience Programme.  Karen Barrie is the National Development Manager for this Programme.  She writes: I wanted to thank you so much for sending me a copy of this resource.  I was extremely impressed by the pdf I… Read more »

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