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John Ballatt calls for a new approach to supporting the NHS, using "intelligent kindness" to transform the culture of healthcare. "Simplistic faith in industrialisation and procedural rules leads us to tell staff what to do , when, how and with what result, and to monitor them with quite ruthless intrusiveness. Inevitably this distracts, creates anxiety, squeezing out the very intelligence, and kindness, upon which good work depends." Recorded at the Hay Festival. Presenter: Helen Zaltzman Producer: Sheila Cook.
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