The Simple Death by Michael Duffy Page B

complaints?’ said Conti.
    â€˜Usually we’re their first port of call, and Bellamy thought we could do better. He thought if the position was more high profile, that was good for everyone, and if it was more independent, people might have more confidence. The HCCC wasn’t too happy but Bellamy got the minister’s approval.’
    â€˜So did Mark Pearson make a lot of enemies?’ McIver said cheerfully.
    Saunders recrossed his legs so one ankle rested on the knee of the other leg, and transferred his attention to his shoe.
    He said, ‘The idea is wonderful in theory. It tells the public we care, and it keeps the staff on their toes. But the hospital performs millions of procedures every year, so the potential for dissatisfaction is considerable.’ He shrugged and looked at McIver. ‘To cut a long story short, the new position has been overwhelmed by the volume of complaints.’
    â€˜How many?’
    â€˜Mark started nine months ago, spent three months setting up processes and systems, recruiting a secretary and three investigators, went live six months ago. Basically he advertised for complaints. He’s received three hundred and eighty-two so far. It’s been a popular initiative, at least with the public. The office has been swamped.’ He looked at his watch. ‘I’ve asked Mark’s deputy, Paula Williams, to join us in a few minutes. She’s been talking to Sergeant Rostov, going through the complaints and identifying anyone we think might bear Mark a grudge. There’s one in particular she mentioned to me last night, a man called Valdez.’ He looked at the door and tapped his left shoe impatiently.
    Troy said, ‘How many complaints have been dealt with so far?’
    â€˜Two hundred and twenty. They were mainly the easy ones, including over eighty that were rejected out of hand because they don’t fit the guidelines.’
    â€˜So there are many people who might be angry with the ombudsman?’
    â€˜Yep. As far as unhappy patients are concerned, you might say Mark was the hospital’s public face.’
    â€˜Wow,’ said McIver.
    Saunders grimaced. ‘It’s been getting worse. It was thought the public would only use the ombudsman for serious matters. Either that was wrong, or their idea of what’s serious is different to ours. Now, every week that goes by, the backlog grows.’
    Conti said, ‘So you need more staff?’
    â€˜It’s not going to happen. Mark was under pressure to deal with the complaints more quickly.’
    â€˜From you?’ said McIver.
    â€˜From Bellamy. He’s not happy.’
    Saunders was looking at McIver only now, his eyes a little wide, no trace of a smile. Maybe a hint of triumph. Troy wondered if he’d applied for the CEO job himself.
    He said, ‘How was Mark coping?’
    â€˜The media haven’t helped. A Current Affair did a segment last month, some of the rejected complainants went to them. Cheryl Hurst has been onto it.’ He winced. ‘Those people can rip your heart out.’ Cheryl Hurst was a new star of the city’s often-savage talkback radio culture.
    â€˜You reckon Mark was depressed?’
    Saunders considered this. ‘He seemed all right to me. It’s one of the reasons he was hired, he was very mature. Last week he was as keen as ever.’
    â€˜Keen?’ said McIver.
    â€˜Yes.’ He looked at his trousers and said bleakly, ‘The enthusiasm of youth was undiminished.’
    There was a knock on the door, which was opened by a stocky woman in her forties. She had short blonde hair and was wearing a brown suit that didn’t fit very well. She was clasping a folder to her chest.
    â€˜Paula Williams,’ said Saunders, ‘doing Mark’s job for the moment.’
    She smiled and shook hands; it was a good smile, but it disappeared when Saunders told her about the discovery of Pearson’s body. She