1. Bomford A . Ann Clwyd to head review of way NHS handles complaints. BBC News, 15 March 2013. Available online at www.bbc.co.uk/news/health-21785732 [Accessed 21 November 2014].
2. Health Service Commissioner for England . Care and compassion? Report of the Health Service Ombudsman on ten investigations into NHS care of older people. London: The Stationary Office, 2011.
3. Care Quality Commission . Dignity and nutrition inspection programme: National overview. Newcastle upon Tyne: Care Quality Commission, 2011.
4. Healthcare Commission . Investigation into Outbreaks of Clostridium difficile at Maidstone and Tunbridge Wells NHS Trust. London: Commission for Healthcare Audit and Inspection, 2007.
5. Francis QC, R . Report of the Mid-Staffordshire NHS Foundation Trust Public Inquiry. London: The Stationary Office, 2013.