I'm in a coffee shop when a young child dumps out his mother's bag in search of fruit snacks. The contents spill onto the table, bench and floor. It's a chaotic—but functional—solution to the problem.

Everyone wants better public services. Whether it is our NHS, councils or other public bodies, people expect services that work well, respond quickly and learn from mistakes.

“We intend to try to affect change in the industry with this case. Because it’s happened all too often...It’s a systemic problem in the industry, and we don’t want him to have died in vain," said ...