Mr. Peter Tyndall:

-----the person has not been told that if he or she is not happy with the hospital's response, he or she can come to my office. Again, that is the reason we are looking to get some of the detail. That is why we brought out the model complaints policy and ran it with the private nursing homes. Ultimately, we want to run that across the whole of the public sector because issues to do with what is a complaint are at the heart of this process. If somebody is not told that his or her remarks are being treated as a complaint, it just gets lost. It has no locus within the hospital system and we need to get that changed.