I was not in Prime Minister’s questions to hear that particular example, but of course I will follow it up with great urgency. It is not acceptable for people to have appointments cancelled at the last minute or to be asked to wait. That is certainly not the service that we expect from our contractors.
I have made the commitment to publish the standards that we are insisting on in the contract. We monitor compliance with the standards very carefully, and there are penalties in the contract if people fall short of the high standards that we expect of them. Every person with a health condition or disability must be treated with respect and dignity.