Mr. John Connaghan:

I will bring in Dr. Henry to say a few words about the complaints system but before I do, I will give the Deputy some facts and figures. Over the past three years we have built up the number of complaints officers to about 500. That is quite significant and luckily that is progress. As well as pursuing some of the process issues that have been outlined in this latest report, we should also have an ambition to do something to get more upstream of complaints, that is, to stop a complaint happening before it actually turns into something more serious. I see that as a general ambition and I have some views on that which I can expand on later.