English: On the point about complaints, you're absolutely right, and I mentioned earlier about moving away from a defensive approach. I know, as a constituency Member, when I first arrived in this place, the response from the complaints function in Cardiff and Vale health board was very different, both in terms of the timeliness of it but also the quality of it. I absolutely think that, as a constituency Member now, I get a much better response from the health board than I did at the start - and that's not about the change in my position in the Government, I think it's actually about the way the health board now deals with those complaints. The improvement in the complaints function that is taking place at Cwm Taf is certainly not completed, but there is practice within the NHS to look at and to learn from already. But in particular, there's something about, even as we are now, for those families who have gone through the process already and had an outcome, making sure that doesn't get in the way of a health board apologising. Far from it being an invitation to legal action, often it is what families are looking for. It doesn't affect the test on a breach of legal duty or not, but it makes a real difference to the families when they receive correspondence that appears to be more open and interested in them and their experience, rather than something that seems harsh and too driven by lawyers - and I say that as a former practitioner. On your point about the family story, this is really important to reiterate. The family story will be near the front of the clinical review process. So, people will be given a proper opportunity to tell their story and will be supported in doing so. That's part of the reason we've put extra resource into community health councils. And it won't just consider the notes, because some of the complaints families have are that they don't believe that what's in the notes is accurate and that's part of what's being challenged in some of the legal process that's ongoing. But also, the correspondence around that care will also be part of what the clinical review process considers. So, it won't simply be a matter of reading clinical notes and taking what's in there as entirely gospel; there will be an opportunity for patients to tell their story. Because some of this is about how people have felt during the process, and you can't always get that just from the notes. I think it's also important to set out that, in the clinical review process, after the first tranche of reviews that are taking place there is still an opportunity to self-refer in. They've now agreed the way in which people who are concerned about their care can refer themselves in and then have a choice made, involving the independent panel, about whether they'll receive reviews for longer-standing concerns as well. But I want to end, Presiding Officer, by agreeing with the point that Vikki Howells made about the dignity of families - I'm incredibly impressed by the dignity people have shown - but also the ongoing hurt and the impact that it's having today.
Welsh: O ran y sylw am gwynion, rydych chi yn llygad eich lle, a soniais yn gynharach am gefnu ar ddull amddiffynnol o wneud pethau. Rwy'n gwybod, a minnau'n Aelod etholaeth, pan ddeuthum i'r fan yma gyntaf, fod yr ymateb gan y swyddogaeth gwynion ym Mwrdd Iechyd Caerdydd a'r Fro yn wahanol iawn, o ran prydlondeb ond hefyd o ran ansawdd ymatebion. Rwy'n credu'n llwyr fy mod, fel Aelod etholaeth nawr, yn cael ymateb llawer gwell gan y bwrdd iechyd nag a gefais ar y dechrau - ac nid yw hynny'n ymwneud â'r newid yn fy sefyllfa yn y Llywodraeth, rwy'n credu ei fod yn ymwneud mewn gwirionedd â'r ffordd y mae'r bwrdd iechyd yn ymdrin â'r cwynion hyn nawr. Yn sicr, nid yw'r gwelliant yn y swyddogaeth gwynion sy'n digwydd yng Nghwm Taf wedi'i gwblhau, ond mae ymarfer o fewn y GIG i edrych ar hynny ac i ddysgu o hynny eisoes. Ond yn arbennig, elfen bwysig o hyn yw'r teuluoedd hynny sydd wedi mynd drwy'r broses eisoes ac sydd wedi cael canlyniad, hyd yn oed fel yr ydym ni nawr, gan sicrhau nad yw hynny'n rhwystro bwrdd iechyd rhag ymddiheuro. Ymhell o fod yn wahoddiad i gamau cyfreithiol, yn aml, dyna'r hyn y mae teuluoedd yn chwilio amdano. Nid yw'n effeithio ar y prawf ar dorri dyletswydd gyfreithiol ai peidio, ond mae'n gwneud gwahaniaeth gwirioneddol i'r teuluoedd pan dderbyniant ohebiaeth sydd yn ymddangos yn fwy agored ac yn ymddiddori ynddyn nhw a'u profiad, yn hytrach na rhywbeth sy'n ymddangos yn llym ac yn gyfreithiol ei naws - a dywedaf hynny a minnau'n gyn-gyfreithiwr. O ran eich sylw am y profiad teuluol, mae hyn yn wirioneddol bwysig ei ailadrodd. Bydd y profiad teuluol yn un o elfennau cyntaf y broses adolygu clinigol. Felly, bydd pobl yn cael cyfle priodol i adrodd eu hanes ac yn cael cymorth i wneud hynny. Dyna ran o'r rheswm pam yr ydym ni wedi rhoi adnoddau ychwanegol i gynghorau iechyd cymuned. Ac ni fydd y broses honno yn ystyried y nodiadau yn unig, gan fod a wnelo rhai o'r cwynion sydd gan deuluoedd â'u cred nad yw'r hyn sydd yn y nodiadau yn gywir a bod hynny'n rhan o'r hyn sy'n cael ei herio yn rhywfaint o'r broses gyfreithiol sy'n mynd rhagddi. Ond hefyd, bydd yr ohebiaeth ynghylch y gofal hwnnw hefyd yn rhan o'r hyn y mae'r broses adolygu clinigol yn ei ystyried. Felly, ni fydd yn unig yn fater o ddarllen nodiadau clinigol a derbyn y cynnwys fel gwirionedd pur; bydd cyfle i gleifion adrodd eu stori. Oherwydd bod rhywfaint o hyn yn ymwneud â'r ffordd y mae pobl wedi teimlo yn ystod y broses, ac ni allwch chi ddirnad hynny o'r nodiadau yn unig bob tro. Rwy'n credu ei bod hi hefyd yn bwysig dweud, yn y broses adolygu clinigol, ar ôl yr haen gyntaf o adolygiadau sy'n digwydd, bod cyfle o hyd i hunangyfeirio. Maen nhw bellach wedi cytuno ar y ffordd y gall pobl sy'n pryderu am eu gofal eu cyfeirio eu hunain ac yna cael penderfyniad, sy'n cynnwys y panel annibynnol, ynghylch a fyddan nhw'n derbyn adolygiadau ar gyfer pryderon mwy hirsefydlog hefyd. Ond fe hoffwn i orffen, Llywydd, drwy gytuno â'r sylw a wnaeth Vikki Howells am urddas teuluoedd - rwy'n rhyfeddu at yr urddas y mae pobl wedi'i ddangos - ond hefyd y loes barhaus a'r effaith y mae'n ei chael heddiw.