“Usually, older people end up in nursing homes towards the end of their lives. One particular man was unhappy with the way his mother was treated there, and wanted to see all the notes that were taken in relation to her care, but they wouldn’t give them to him. At the time I was working for the Citizens Information Centre in the Office of the Ombudsman, so he appealed to us. We then compelled them to give him the notes, and subsequent to that the government change the policy so that in future people could have access to all records. I think this was one of the most important decisions we made. I’m very proud of it because I played a big part in the case.”

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