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Fascinating reading from the King's Fund. For better or worse, digital has a big role to play twitter.com/TheKingsFund/statu

It's quite telling what's being framed as "admin" here - "routine, non-clinical processes that almost everyone experiences". In other sectors, these would be considered part and parcel of the service experience, which as service designers, we seek to address holistically

I wonder if there's something about the demarcation of clinical "care" from non-clinical "admin" that means the latter gets less consideration than it deserves?

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