Ambulances are seen at the A&E department of St. Thomas' Hospital in London. Photograph: Getty Images.
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Labour will empower consumers in public as well as private sectors

The state can be made more responsive by giving citizens access to data, impartial advice and control over the services on which they depend.

The old model of politics where progress depended upon centralising the capacity to act - whether in the market or by top down state intervention - no longer works.


 The task of Labour’s Policy Review is help to change politics by devolving more power to people, giving them more control over their lives. That includes reforming how public services work. The traditional silo mentality, where different departments or services jealously guard resources, won’t work. Likewise, concerns about who provides a service - public, voluntary or private - don’t answer the questions around the role of the public themselves in the outcomes achieved.

Little has really changed in our ability to shape services directly around our own circumstances, despite the impact they have on our lives. As Ed Miliband has said, "I get as many people coming to me frustrated by the unresponsive state as the untamed market". Too often, p

atient choice is confined to options made by professionals. Limited access to personal care budgets and a lack of shared decision-making more generally means only a few get the flexibility and freedom to shape their own care.

One of the central themes of Labour’s Policy Review is how best to invest to prevent social problems in order to avoid the costs of failure. We know that reforming public services, and so improving interactions between service users and providers, is crucial to this ambition. 

As 

Ali McGovern, Liz Kendall, Steve Reed and Dan Jarvis have all argued, empowering citizens isn’t about disempowering public sector providers. Good decision-making thrives on early and continual feedback. Yet Which? report that many people don’t complain about poor public services because of fear of reprisal by providers. We can’t allow a situation where vulnerable social care users suffer in silence. Many providers already address this; from Unison’s work with personal care users and their members, or Worcester University, where patients interview applicants to be student nurses or healthcare assistants, and help deliver the training course itself.


Recently the government quietly included the public sector in its Consumer Rights Bill. This gives individuals the right to services performed with reasonable care and skill, at a reasonable price and within a reasonable time. So far the government admit this covers tuition fees, and use of childcare vouchers and personal care budgets. If a service doesn’t meet the required standard, students, parents and patients will be able to request a repeat performance, a price reduction or even a refund.
Those with the loudest voices or largest wallets will make good use of these powers; those without will be further excluded and their voices diminished.Without an alternative inclusive approach, sharp elbows will increasingly be the decisive factor at the sharp end of decisions about provision – with increasing inequality as a result.

Yet that doesn’t mean we should discount individual viewpoints. Instead we need to find ways to expand participation so both personal and collective interests can be heard together. Labour’s focus is on being on the side of every service user, seeking ways to empower all with the resources and confidence they need to act both independently and together if they so choose. To that end, we recognise that knowledge is power. Whether it is patient records, university syllabuses or school performance, we understand the benefits of unlocking access to data. More open flows of information to the public have the capacity to help create better-informed consumers who can then themselves make better-informed choices first time.



But access to data alone is not enough. Too often, those with complex needs or a lack of confidence struggle to sift through the information and make effective decisions. Users who ask for help need someone to answer the call - advocates who aren’t beholden to service providers. These advocates could assist in exercising rights and options for redress when things go wrong. 

In a study in Nottingham, 40 per cent of cases dealt with by advice agencies involved "preventable" failure caused by poor decision making in the public sector. Using advocates to provide advice and so improve how residents accessed services cut the average time taken to resolve cases from 100 days to 23 and then finally to just five. This saved time, money and tempers for all concerned.


This shows how the response users get is as important as their rights to information. We need to work with service providers to welcome user participation, and help create a culture where their expertise doesn't rest on making decisions for people, but working alongside them.
 This government will leave citizens to navigate services alone, leaving those without resources - either money or other skills - to struggle alone.

Labour’s Policy Review is looking at how we reform the public sector by devolving power to people, investing in prevention and incorporating cooperation and collaboration in the co-commissioning and design of services. Our mission is to stand shoulder to shoulder with every consumer - not blunting the efforts of those who already fight for the best services, but instead putting more power at the elbows of the rest for the collective benefit of all.

Stella Creasy is shadow minister for competition and consumer affairs, and MP for Walthamstow

Jon Cruddas is Labour policy review co-ordinator, and MP for Dagenham and Rainham

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25 times people used Brexit to attack Muslims since the EU referendum

Some voters appear more interested in expelling Muslims than EU red tape.

In theory, voting for Brexit because you were worried about immigration has nothing to do with Islamophobia. It’s about migrant workers from Eastern Europe undercutting wages. Or worries about border controls. Or the housing crisis. 

The reports collected by an anti-Muslim attack monitor tell a different story. 

Every week, the researchers at Tell Mama receive roughly 40-50 reports of Islamophobic incidences.

But after the EU referendum, they recorded 30 such incidents in three days alone. And many were directly related to Brexit. 

Founder Fiyaz Mughal said there had been a cluster of hate crimes since the vote:

“The Brexit vote seems to have given courage to some with deeply prejudicial and bigoted views that they can air them and target them at predominantly Muslim women and visibly different settled communities.”

Politicians have appeared concerned. On Monday, as MPs grappled with the aftermath of the referendum, the Prime Minister David Cameron stated “loud and clear” that: “Just because we are leaving the European Union, it will not make us a less tolerant, less diverse nation.”

But condemning single racist incidents is easier than taking a political position that appeases the majority and protects the minority at the same time. 

As the incidents recorded make clear, the aggressors made direct links between their vote and the racial abuse they were now publicly shouting.

The way they told it, they had voted for Muslims to “leave”. 
 
Chair of Tell Mama and former Labour Justice and Communities Minister, Shahid Malik, said:

“With the backdrop of the Brexit vote and the spike in racist incidents that seems to be emerging, the government should be under no illusions, things could quickly become
extremely unpleasant for Britain’s minorities.

“So today more than ever, we need our government, our political parties and of course our media to act with the utmost responsibility and help steer us towards a post-Brexit Britain where xenophobia and hatred are utterly rejected.”

Here are the 25 events that were recorded between 24 and 27 June that directly related to Brexit. Please be aware that some of the language is offensive:

  1. A Welsh Muslim councillor was told to pack her bags and leave.
  2. A man in a petrol station shouted: "You're an Arabic c**t, you're a terrorist" at an Arab driver and stated he “voted them out”. 
  3. A Barnsley man was told to leave and that the aggressor’s parents had voted for people like him to be kicked out.
  4. A woman witnessed a man making victory signs at families at a school where a majority of students are Muslim.
  5. A man shouted, “you f**king Muslim, f**king EU out,” to a woman in Kingston, London. 
  6. An Indian man was called “p**i c**t in a suit” and told to “leave”.
  7. Men circled a Muslim woman in Birmingham and shouted: “Get out - we voted Leave.”
  8. A British Asian mother and her two children were told: "Today is the day we get rid of the likes of you!" by a man who then spat at her. 
  9. A man tweeted that his 13-year-old brother received chants of “bye, bye, you’re going home”.
  10. A van driver chanted “out, out, out”, at a Muslim woman in Broxley, Luton
  11. Muslims in Nottingham were abused in the street with chants of: “Leave Europe. Kick out the Muslims.”
  12. A Muslim woman at King’s Cross, London, had “BREXIT” yelled in her face.
  13. A man in London called a South Asian woman “foreigner” and commented about UKIP.
  14. A man shouted “p**i” and “leave now” at individuals in a London street.
  15. A taxi driver in the West Midlands told a woman his reason for voting Leave was to “get rid of people like you”.
  16. An Indian cyclist was verbally abused and told to “leave now”. 
  17. A man on a bike swore at a Muslim family and muttered something about voting.
  18. In Newport, a Muslim family who had not experienced any trouble before had their front door kicked in.
  19. A South Asian woman in Manchester was told to “speak clearly” and then told “Brexit”. 
  20. A Sikh doctor was told by a patient: “Shouldn’t you be on a plane back to Pakistan? We voted you out.”
  21. An abusive tweet read: “Thousands of raped little White girls by Muslims mean nothing to Z….#Brexit”.
  22. A group of men abused a South Asian man by calling him a “p**i c**t” and telling him to go home after Brexit.
  23. A man shouted at a taxi driver in Derby: "Brexit, you p**i.”
  24. Two men shouted at a Muslim woman walking towards a mosque “muzzies out” and “we voted for you being out.”
  25. A journalist was called a “p**i” in racial abuse apparently linked to Brexit.