Our report into the care of older people by the NHS, Care and compassion?, published in February 2011, generated a huge response from patients, carers, the press and health professionals and we have continued to be a key player in the debate that followed.

In November we gave evidence to the Commission on Improving Dignity in Care for Older People. That Commission was set up by the NHS Confederation, Age UK and the Local Government Association in direct response to our report. In an interview with The Guardian (February 2012), NHS Confederation Chair, Sir Keith Pearson, said: ‘I can remember when the report landed. … We took the view that this was a hugely important document.

It said something about the NHS that was deeply shocking. When you read the report, then read it for a second time, it resonated with every one of us. It described something we knew was wrong. So we took a decision to do something different. And that meant we had to hold the feet of the NHS to the fire and say this is not good enough.’

The Commission has now presented its final report, Delivering Dignity, which calls for a ‘major cultural shift’ to tackle the underlying causes of poor and undignified care of older people throughout care homes and hospitals in England. Dame Julie Mellor, DBE welcomed that report, urging the NHS to consider how to use feedback from complaints to improve services and the experience of patients.