Mr. Sean Egan:

As explained during earlier questions, we take an approach that samples at various different levels of the organisation to gather the evidence we need. We meet front-line staff and senior management, and we also speak with patients. In all of our reports we take the time to try to introduce the patient voice as regards their experiences. Through the inspections we have conducted in emergency departments it has been quite powerful to outline the views of patients because clearly on those services that are very overcrowded it is really an assault on their privacy, their dignity and their rights. It is critically important that we do not just get carried away with systems, processes, and management structures but we actually speak to the people who are using the services. That is something that is central to our inspection approach.