Baz talks about bigotory he experience from hospital staff when expressing concern about another patient in regards to Jac and also challenging racist comments they made about ‘Indians coming over here’.

They observe how the system has created a pressure cooker which reduces the human experince for everyone.

Whilst recognising that hygene has improved, when asked what would improve the system Jac and Baz suggest solutions of bringing back matrons and ensure all work is in house (not sub contract) and do away with heirachy.

Also, to focus on the simple things like manners, saying hello, smiling, being open to conversation.

They give an example of a carer who changed and improved their relational approach after bringing it up.

Jac and Baz also talk about a postivite experience with a back to work coach that enabled them order a mobility vehicle.