A voice for change? Trust relationships between ombudsmen, individuals and public service providers

There has been a debate for years about what the role of the ombudsman is. This article examines a key component of the role, to promote trust in public services and government. To be able to do this, however, an ombudsman needs to be perceived as legitimate and be trusted by a range of stakeholders, including the user. This article argues that three key relationships in a person’s complaint journey can build trust in an institution, and must therefore be understood as a system. The restorative justice framework is adapted to conceptualize this trust model as a novel approach to understanding the institution from the perspective of its users. Taking two public sector ombudsmen as examples, the article finds that voice and trust need to be reinforced through the relationships in a consumer journey to manage individual expectations, prevent disengagement, and thereby promote trust in the institution, in public service providers, and in government.

Lactose malabsorption and nutrition

Lactose needs to be digested by the small intestinal enzyme lactase into its constituent monosaccharides, glucose and galactose, before transport across the epithelial cell membranes. Lactase activity is therefore essential for the development of young mammals, since their sole source of nourishment is their mother's milk. This chapter summarizes what is known about the genetics and evolution of the lactase persistence (LP) trait. Symptoms of lactose intolerance can arise after an individual with hypolactasia has ingested lactose. Many dairy products contain only small amounts of lactose, allowing their consumption by most lactase non-persistent individuals. Bacteria and yeast fermentation convert the lactose in milk into various by-products, reducing the content of lactose. Nutritional epidemiology studies, and the staggering selective advantages that have favoured LP-associated alleles over the last 10,000 years, clearly show that adult milk consumption can be highly beneficial.