Ms Susan Cliffe:

We do reflect the voice of the resident. All our reports start with the voice of the resident. We understand the limitations of some people's basic underlying health conditions, but there are many people living in nursing homes who have clear cognition and can very well reflect the day-to-day routine and the impact it is having. We have met with all of those and we do try to reflect their voice. It is equally important, and we look to see, that the providers have systems in place to hear the voice of all residents, and not just those who can speak up. We have met the full gamut of responses while we have been in Beneavin and Portlaoise for three days each in the past while. Some relatives and families are very satisfied with the care they receive while others have concerns. Others express their disappointment in HIQA as well. We have heard the full gamut of responses.