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Karen’s news that Howard is eager to speak to everyone about the patient feedback forums splits the staff. The doctors think it’s a waste of time and the nurses think it has an important place in measuring the patient’s satisfaction with the service they provide. Ironically, it is the nurses and Karen who receive the most damning feedback and Howard takes this as a cue to look at their training needs.

Meanwhile, Zara and Emma lock horns in the Campus over who gets the large consulting room. Howard urges Emma to make friends with Zara, warning she doesn’t want her as an enemy. Emma tries to offer an olive branch but Zara can’t stop herself from taking things too far and cuts Emma to the quick with a comment about her relationship with Chris.

Also, Rob deals with a Councillor whose fight to save a youth club is threatened by the arrival of someone from her past.