Click on the links below to view video clips of the fictional service users described in each chapter of the book. To download a file, right-click on the link. Select either 'Save Target As' or 'Save Link As' (slightly different worded options are given depending on the browser you are using). The clips are formatted for download via a broadband connection and are suitable for viewing on a computer or intranet.

Volume: please note that some of the service users in the videos are quiely spoken, so you may need to adjust the volume settings on your PC. Alternatively you may find that wearing headphones enhances your sound.

  If you do not have Windows Media Player, click on the icon to download the latest version.

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