Ms Kate Duggan:

The first thing is that we have put a real focus over the past three years on service user feedback. We want to hear from service users. That is something that perhaps we had not been promoting as much. There is positive feedback but there are also complaints. We see that as a learning system. I do not have the detailed breakdown on communication but one of the real significant parts of our reform programme is about better supporting staff and service users so that there are not opportunities or concern in regard to communication. We respond where we see that there is an issue or where a service user has felt that they have not been communicated with appropriately.