We are trying to evolve and continually be an organization focused on quality improvements. When we do get these positive stories, if there are recommendations in those letters or those e-mails or wherever the individual is sharing their information from, we try to use that data to help address quality improvement issues -- "this works"; "this doesn't work"; "we have got positive feedback on this type of subject" -- so that we could share those information so that could be part of a whole learning experience.

Yes, Mr. Speaker, we do try to learn from them. We do try to get them through our mechanisms, through our tools and our resources, to make sure that those experiences are shared and highlighted for developmental purposes as well.