"Cutting through the red tape"

I am the manager of a NHS Drug & Alcohol Treatment Service in Surrey. I would like to recommend that people who want to express concerns or make suggestions about the way things are working use electronic means like email or web feedback tools. Most of the time, people with really important and useful stuff to tell us would rather not use the traditional complaints process because it is seen to be long-winded and formal (primarily because it is one of the ways services are held to account by their organisations). Managers use email on a daily basis and may be more responsive and sometimes more candid when answering queries this way. In general, we would love to hear from you because it helps us do our jobs better. Ask for the manager's email address in the NHS service(s) you use today.