Mid Staffordshire NHS Foundation Trust (Inquiry)

I thank the right hon. Lady for what she says, and I am delighted that she is going to be helping us with this piece of work to really set out how complaints should be properly handled. I think she speaks for everyone when she says not only that she loves the NHS, but that when we see the best level of care handed out to loved ones, it is one of the most inspiring things in the world, and that is why it is so disturbing and so hurtful when we see poor standards of care and people let down. We have to get a balance right in this debate: we must continually and rightly praise nurses, health care assistants and doctors for the care and compassion they provide—for what they do every day—but we must marry that with a determination that where there is bad practice we should join them in pointing it out. There has been a culture of complacency that we have all been part of—MPs are to blame here, too—for too long.