On the point about complaints, you're absolutely right, and I mentioned earlier about moving away from a defensive approach. I know, as a constituency Member, when I first arrived in this place, the response from the complaints function in Cardiff and Vale health board was very different, both in terms of the timeliness of it but also the quality of it. I absolutely think that, as a constituency Member now, I get a much better response from the health board than I did at the start—and that's not about the change in my position in the Government, I think it's actually about the way the health board now deals with those complaints.

The improvement in the complaints function that is taking place at Cwm Taf is certainly not completed, but there is practice within the NHS to look at and to learn from already. But in particular, there's something about, even as we are now, for those families who have gone through the process already and had an outcome, making sure that doesn't get in the way of a health board apologising. Far from it being an invitation to legal action, often it is what families are looking for. It doesn't affect the test on a breach of legal duty or not, but it makes a real difference to the families when they receive correspondence that appears to be more open and interested in them and their experience, rather than something that seems harsh and too driven by lawyers—and I say that as a former practitioner. 

On your point about the family story, this is really important to reiterate. The family story will be near the front of the clinical review process. So, people will be given a proper opportunity to tell their story and will be supported in doing so. That's part of the reason we've put extra resource into community health councils. And it won't just consider the notes, because some of the complaints families have are that they don't believe that what's in the notes is accurate and that's part of what's being challenged in some of the legal process that's ongoing. But also, the correspondence around that care will also be part of what the clinical review process considers. So, it won't simply be a matter of reading clinical notes and taking what's in there as entirely gospel; there will be an opportunity for patients to tell their story. Because some of this is about how people have felt during the process, and you can't always get that just from the notes.

I think it's also important to set out that, in the clinical review process, after the first tranche of reviews that are taking place there is still an opportunity to self-refer in. They've now agreed the way in which people who are concerned about their care can refer themselves in and then have a choice made, involving the independent panel, about whether they'll receive reviews for longer-standing concerns as well. 

But I want to end, Presiding Officer, by agreeing with the point that Vikki Howells made about the dignity of families—I'm incredibly impressed by the dignity people have shown—but also the ongoing hurt and the impact that it's having today.