Clause 12
Health Bill [Lords]
11:15 am
Stephen O'Brien (Shadow Minister, Health; Eddisbury, Conservative)
The last point is important, because it might establish patterns of behaviour as a result of the way things are being done, which, without LINks or, indeed the former community health councils being specifically involved, could be a very valuable way of assessing the collective experience. It will be very important to those who have a concern about the use of the direct payments—people in vulnerable situations may be worried about taking a complaint to the very body from which they need continuing support. There is always an anxiety about using a complaints process which is effectively like a parked arbitration process without affecting their relationship with the continuing support that they need. This is a very important area in terms of trust and confidence and why the independence is valued.
The Minister has helpfully identified the expectations, particularly as regards resources, and that confirms what I have heard myself from the ombudsman, but the issue will be whether there is an ability to access the ombudsman, given that ombudsmen have a full panoply of recommendations open to them, but, as we all know, no teeth. The best they can do is issue another letter suggesting that the recommendation has not been carried out, as we know from the Equitable Life debacle. If this is to work properly, in the interests of patients, it is important that the ombudsman be given the full remit. I am satisfied with the reply so far.