Departments will draw this recommendation to the attention of the professional institutions for which they are responsible. Where there are a number of agencies involved in delivering a single service they and if appropriate their regulator, should ensure there are clear lines of accountability and a single interface for the customer. Government has already made considerable progress. Their role is to deal with complaints where a customer believes that their concerns have not been dealt with adequately by the suppliers. The NHS Plan, launched in July 2000, recognised that patients need an identifiable person they can turn to if they have a problem or need information when they are using hospital and other NHS services.
Government uses a variety of consultation methods.
These include holding meetings to discuss any issues of concern to stakeholders and commissions public opinion surveys alongside formal consultations. The Food Standards Agency, for example, has set up a Consumer Unit to help it look at how it can deliver its commitment to putting consumers first. The Agency is particularly concerned to protect the interests of vulnerable groups and consumers and to engage with those who may not be reached by conventional consultation exercises. Not for Government to respond. The Government fully supports the importance of using trusted intermediaries to ensure information reaches vulnerable people and their views are taken into account as part of the policy making process.