I would agree with you that, first of all, a needs base should help us eliminate a lot of the paperwork and the red tape. I know you've talked about this previously.
I think the ombudsperson will be useful. I'm not sure it's possible to make a perfect system or to have any system work perfectly or in the right way for everybody, so you have to have something in place that allows people to say when the system hasn't worked for them. I think having an ombudsperson in place is a good way of identifying where the issues are.
Certainly now I'm familiar with the ombudsperson's role in hospitals. You may think you're in good shape in the hospital, but this person is beginning to hear the same story from several individuals; that helps you to know you have a problem in this area.