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Through a Different Door

Mystery Shopping of Health Services in Scotland - Through a Different Door

This is the report of an NHS Education for Scotland (NES) funded project that examined the experience of people with communication support needs (CSN) when accessing health services in Scotland through the use of mystery shopping and personal stories. The project was undertaken by Talking Mats Ltd and the Stroke Association and builds on two years of NES-funded work looking at improving the inclusive communication practice of health staff. This included the production of an online resource called ‘Making Communication Even Better’.