Thank you, Mr. Chair. Once again, my memory of that particular conversation is around what we wanted to do in the individual authorities so that individuals have an opportunity to provide or register their concerns in the Territorial Authorities, so it can be reviewed by our quality assurance staff and so that recommendations can be made for improvements.
Now, having said that, there are also other venues for our residents to make complaints. For instance, if a resident has a concern about a physician, there is a formal mechanism for residents to make complaints about physicians. If a resident wants to make a complaint about a particular practitioner and their performance, there are mechanisms by which, through licensing bodies or others, an individual can make a complaint about an individual professional. If it comes to system concerns or process systems or process concerns in a health centre or a hospital, that is where we would really like them to engage our quality assurance people.
In some of our authorities previously, those quality assurances were also patient representatives, and we are trying to separate those two a little bit, so that a patient representative is there to provide guidance and support through the system, and we have quality assurance who can take complaints and investigate and find improvements, so we're trying to separate those a little bit and have them as sort of two different things, recognizing that they obviously have to work hand in hand from time to time. Thank you.