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People who are using services will always be the best reporters of what and how services are delivered. Only service users can really assess how far the services they receive do match up to what is needed. The voice of the service user is powerful and direct. It provides a different perspective from the sometimes-complaisant view of the service provider and policy maker. But people who are offered services are not always knowledgeable about the alternatives and want the services to ‘be there’ rather than something they have to think about. There is, therefore, a role for the researcher, the observer and the reporter to find out what services are provided and what the consequences seem to be.

Integrated and fragmented care observed from two case studies