In 1995, the Government published its proposals which incorporated the suggestion of the Wilson report. The subsequent Health Service Commissioners (Amendment) Act 1996 which enabled the Ombudsman to investigate clinical judgment received all-party support. Reid oversaw the Office's adaptation to the new legislation. The task was complicated considerably by its unpredictable effects on caseload. Precise figures for extra workload arising from my wider jurisdiction observed Reid, are impossible to predict. Reid also undertook to recruit and train the additional staff necessary to cope with the increased workload and extended remit. Reid laid down that the Office's clinical advisers would be expected to have due regard to all professional guidance in determining what a reasonable and responsible clinical decision and reach their conclusions on the balance of probabilities. When Reid departed the Office, it was well placed to handle the dramatically increasing workload which would soon be dominated by matters of clinical judgment. Reid also undertook an investigation of the complaints handling system of the Salford Royal Hospitals Trust. Reid described Salford as useful peg on which a whole report about the NHS could be hung upon. An unprecedented number of complaints had been received about Salford. Reid concluded damningly that Incoming and outgoing letters went astray. Doctors did not always respond to requests... as quickly as they should have done. It took too long to reply to complaints... no real thought appeared to have been given to measures which might improve service and reduce the pressure on staff. The Select Committee recommended that Reid's report be used throughout the NHS for the training of new staff in the complaints procedure. Overview Although the period of Reid's tenure as Health Service Ombudsman was one in which there was enormous changes within the National Health Service (what Reid called a state of flux), it has been observed that the Office came through the state of flux and emerged not only intact but significantly strengthened. Reid's elaboration on the meaning of maladministration served to remind public authorities that the interpretation of the term would not be to the disadvantage of the complainant and that the Office expected the highest standards of public administration. He cultivated relationships with ombudsmen overseas, becoming a director of the International Ombudsman Institute between 1992 and 1996. Post-Ombudsman Following his service as Ombudsman, Reid was appointed Chairman of the Mental Welfare Commission for Scotland in 1997. He was also