By Kieron JH | The Reasonable Adjustment
Published: August 14, 2025
In a sector where complaints are often dismissed, deflected, or quietly archived, any visible sign of systemic change deserves recognition – even if the credit is not formally given.
Over the past month, IPS Pharma and Curaleaf Clinic have both implemented notable changes to their processes and systems. These changes follow a series of concerns raised publicly and privately about inconsistent treatment, possible data protection breaches, and failures to uphold patient rights under the Equality Act and UK GDPR.
Change That Speaks Volumes
Neither IPS Pharma nor Curaleaf have publicly attributed these changes to any single complaint or event – nor would we expect them to. But what matters most is not whether they acknowledge the pressure. It’s that they responded to it.
In both cases, we have observed a shift in how systems are structured, how communication is handled, and how patient-facing workflows are documented. These are not superficial tweaks – they reflect a deeper understanding of what accountability in healthcare should look like.
Constructive Pressure Works
At The Reasonable Adjustment, we believe in pressure with purpose. We do not exist to generate outrage – we exist to ensure that the voices of disabled, neurodivergent, and marginalised people are not drowned out by bureaucracy or brushed off through silence.
When we raise concerns, we do so with evidence. When systems fail, we document. When service changes follow, we observe – and if appropriate, we recognise progress. This is one of those moments.
Change for the Better, Not for the Sake of Change
Too often, public sector organisations pursue change that is reactive, performative, or disconnected from the needs of the people they serve. While IPS Pharma and Curaleaf are not public sector bodies, the kind of change we are beginning to see from them reflects what reform in any sector should look like: responsive, measured, and grounded in lived experience. It is a model the public sector would do well to learn from.
A Final Word to Patients and Advocates
If you have ever felt like your complaint fell into a void, know this: it may take time, but feedback that is grounded in truth and delivered with clarity can change things.
Even when credit isn’t given. Even when you are never told that you made a difference.
You did. Keep going.
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