You have disappointed me, because we did talk about anticipatory amendments, and because I am worried that it will get kicked into the long grass, or it'll be allowed to drag on and on. I've been an Assembly Member for 10 years and one of the first cases I ever had to deal with was of a young man who had been run over by a car and was paralysed from his neck down, and he had healthcare provided to him 24-hour a day, seven days a week, but he was also fostered out—when I say he was a young man, he was a child, a boy—he was fostered out and therefore had social services intervention. That young boy was tortured by the health team. They used to do jokes on him, like take off his incontinence pad and hold it up against his nose, and laugh. He actually had a tracheotomy, and they'd have to change various tubes over and when he—through frustration—used to shout and scream, they'd take it out and then dance around with a new one before they put it back in again, to teach him a lesson. This is a kid who is completely paralysed from his neck down: I've never forgotten him; it was one of my first cases. I worked on his case for two years; it is seared into my soul.

What's really seared into my soul isn't just what happened to him, but the way all of those services slip-shouldered their way. It wasn't NHS; it wasn't social services. I chased around and I had everybody involved: CSSIW; I had health inspectors; the works, and it was extraordinary the wriggle room that was in that complaint process. It was extraordinary how people managed to avoid being responsible, and I vowed then that whatever else I would try and do, I'd try and bring it all together, so that his foster carers, the health professionals who did care about him, the doctor, the GP, could actually chase after the right people and say, 'Oi. You're culpable, you sort it out. You reprimand those people. You retrain those people. You fire that person, and you make that kid's life better again.'

But it didn't happen, because we had to go everywhere with our complaints process. And it's been a nightmare, and that's why—. I'm not asking for you to rewrite it, and this is what I'm worried about, that on the round-table you're talking about doing it all. I'm not asking you to rewrite the NHS complaints process. I'm not asking you to rewrite the social care complaints process. I'm asking you to develop a brand-new system, where on the occasions where it's a joint issue, where there's joint responsibility, then there is a process where the poor citizen who's been hard done by only has to make one phone call, talk to one person and get the whole thing resolved. That you can do in six months. You've got enough stripes on your shoulder, you're a highly intelligent individual, and you can drive that team when you want to, and I do not think that this amendment is unreasonable, because it is about protecting the citizen, and I ask Members to support amendments 43 and 47.