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For example, it has increased the use of lay assessors in inspections, and it has been shadowing care at home. When the commission visits people's homes, its staff spend a lot more time talking to service users.
I was at an old firm match last year as part of a Justice Committee evidence-taking visit and heard it for myself. George Adam was clear on that point: the act has failed.
That is particularly important for small businesses, which are more difficult to reach but are possibly being visited more often by other public servants than by SEPA officers.