Brian Cowen (Laois-Offaly, Fianna Fail)

Work is ongoing on this matter. There has been a collaboration with the voluntary sector and consultation with the statutory sector to bring forward guidelines. The first point of call is to issue these guidelines, to publish them early in the new year and to put in place a regime that will see their implementation. They will be brought to the attention of everyone, including local managers. The review being undertaken now is as a result of what has occurred and what has been highlighted. There is in existence a complaints procedure where people, families and clients can have recourse to any complaint being dealt with. Where people are dissatisfied for whatever reason - we often find a personality clash or something happens that breaks the bond of trust - it is necessary for good quality care to be provided. Replacements can be provided and rosters can be changed. Often they are changed to accommodate those individual difficulties that arise in families.

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