Mr. Peter Tyndall:

Yes. It is not a good picture. A set of solutions is recommended in the report. For instance, on the issue of people not believing that anything happens, having posters that say "You said..." or "We did..." can give a great deal of reassurance to people that their complaint will make a difference.

We made a few recommendations about the nervousness. One of them, clearly, is that there needs to be a culture evidently in place that welcomes complaints. People should be invited to comment and it should be easy to comment. Equally, the issue of advocacy is important and we have made it clear that advocates need to be available. There is a limited and patchy availability of advocacy services at the moment, but for many people in emotionally trying circumstances trying to construct a complaint in a scenario where they feel such a large imbalance between themselves and the hospital, having somebody there to help them is also important. As the Chairman intimated, the role of Members as elected representatives is also important in helping people to voice their complaints.