title: Face to face.
abstract: Most of my career in education was focused on talking to students about respect, dignity, caring concepts and patients' experience of care. So when my mum was in hospital I was devastated by her terrible experience and the nurses' appalling attitudes. Being a nurse made it worse and I felt let down. I complained and even reported a nurse to the Nursing and Midwifery Council, but I got nowhere. I felt frustrated that I could not effect change, and I wondered what it must be like for people with no knowledge of the system.
authors.forename: Ruth
authors.initials: R
authors.lastname: Williams