Catherine Needham

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    Don’t call me a customer, treat me like a human: rethinking relationships in public services

Don’t call me a customer, treat me like a human: rethinking relationships in public services

The pressures of competition, together with the growth in the use of performance data, keep service providers on their toes: if they want to keep customers and their money, they need to keep them happy. But this is not good news in a public services context, writes Catherine Needham and outlines four key problems created by the customer language.

Once […]

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    Balancing the personalisation debate in social care: five reasons why it is so contested

Balancing the personalisation debate in social care: five reasons why it is so contested

There is broad agreement that the thrust of the reforms to make social care services more person-centred is the right one. However, there’s widespread disagreement about whether or not reforms in the last decade have worked. Catherine Needham and Jon Glasby sit on different sides of the argument and together they have edited a book to draw together these different […]

The Boundaries of Budgets: Why should individuals make spending choices about their health and social care?

The introduction of individualised budgets, for health care as well as many other services, has been lauded for improving outcomes, enhancing rights, having an educative function, and addressing market failures. Catherine Needham investigates these claims and concludes that personalised budgets can be viewed as an effective tool to stimulate change for some service users. Where once the state would have given us a […]