Mr. Peter Tyndall:

Where hospitals and other providers bring people who have been complainants into their training process, such that clinicians are exposed not to theoretical issues or the views of ombudsmen but the experiences of patients and families, this is extraordinarily powerful in bringing about change. It confronts people with the consequences of their practice. People do not set out to provide a poor service. Often what happens is the result of staff being busy and under pressure. To some extent, to provide this type of service day-in and day-out one has to detach oneself from emotion. It is helpful, therefore, to remind people from time to time about how patients and their families feel about what is happening. The more we can encourage this, the better.