1. Mary: Primary Care Trusts

2. Primary care is the health care provided by your doctor, nurse, [1] a) dentist b) patients c) services d) trust , optician or pharmacist. All of these [2] a) dentist b) patients c) services d) teams are [3] a) managed b) services c) survey d) trust by a primary care [4] a) patients b) services c) services d) trust , PCT.

Each city or area has a PCT.

PCTs control 80% of the NHS budget.

Your PCT must provide enough [5] a) services b) dentist for people within your area.

Your PCT must make sure all [6] a) services b) dentist are accessible.

Your PCT must provide hospitals and [7] a) delivered b) dentist c) dentists d) services in your area.

Your PCT must provide opticians and patient transport in your area.

Your PCT must provide pharmacies and GPs in your area.

3. Wendy: Can you tell me what's the PCT?

4. Roxana: That is a very good question, yes I agree with you. It stands for Primary Care [8] a) delivered b) dentist c) services d) Trust and it means that we take care of a lot of the [9] a) services b) dentist that are [10] a) delivered b) services c) teams in the local area, but they are mainly to do with pharmacists, opticians, [11] a) delivered b) dentists c) services and GPs, community nursing [12] a) dentists b) services c) teams d) trust as well. So we don't really have to [13] a) deliver b) survey c) trust d) yearly [14] a) dentist b) services c) trust like from the hospital, they are [15] a) managed b) services c) manage d) teams from the hospital and also mental health [16] a) deliver b) services c) yearly are [17] a) delivered b) patients c) trust d) yearly by what is called the Mental Health [18] a) delivered b) services c) survey d) trust .

5. Wendy: And where do you go to find the opinions of these local people? What kind of places do you go into?

6. Roxana: One of the things. one of the main tasks that I have to do on a [19] a) managed b) year c) services d) yearly basis is the patient [20] a) dentists b) managed c) services d) survey and that is a [21] a) service b) services c) survey d) trust of people who live in the local area, who are registered with local GPs. As you know, everybody in this country has the right to register with a GP and although there might be repetitions if you wish, but we ask the GPs to provide us with the names and addresses for some [22] a) delivered b) patients c) services d) survey and we send them a questionnaire and we ask them questions about the quality of the [23] a) deliver b) delivered c) services d) teams that we provide.

7. Like I said earlier, the opticians, the [24] a) dentist b) service c) services d) trust , the health visiting service and pharmacists as well, and so we have a very good idea of what people think and feel about the [25] a) deliver b) delivered c) services d) trust and we have like an action plan that we draft on a [26] a) services b) trust c) year d) yearly basis so that the next year the [27] a) dentist b) services c) survey d) trust are hopefully better. That's one of the ways and that is if you wish eight hundred and fifty people are selected randomly from across the whole of the patch. So you stand all. everyone stands an equal chance of being selected. It's only people over 18 years of age, so in a way, we need to make a special effort to get the views from people who are younger than.

8. Wendy: Children.

9. Roxana: ...exactly, younger children, yeah. So that's one way of doing it. Also we have a complaints system in the PCT and that feedback is very valuable because it's mistakes and errors that we don't want to be caught doing again. It's another way of getting views from the public and then there's lots of [28] a) patients b) smiling c) services d) teams in the PCT who do work where they involve members of the public as part of their development.

10. For example, you might have a group of people, a group of nurses working with people with breathing difficulties and they enlist those [29] a) deliver b) patients c) yearly into the group to plan how to [30] a) deliver b) delivering c) services better [31] a) deliver b) services c) survey . Because in a way, the ones who know how best to [32] a) deliver b) delivered c) services d) services a service, it's those who are receiving it. So we work from that assumption.

11. Wendy: Okay thank you.