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| Version 0 | Version 1 |
|---|---|
| NHS complaints procedure revamp | NHS complaints procedure revamp |
| (about 2 hours later) | |
| The NHS complaints procedure in Wales is to be simplified and overhauled to tackle patients' frustration. | |
| The assembly government is to simplify the system for complaining and include a common way of investigating. | |
| Surveys suggest the vast majority of patients receive a satisfactory level of service from the NHS in Wales. | Surveys suggest the vast majority of patients receive a satisfactory level of service from the NHS in Wales. |
| But concerns about the complaints system include many patients expressing frustration at delays and the NHS's reluctance to admit liability. | But concerns about the complaints system include many patients expressing frustration at delays and the NHS's reluctance to admit liability. |
| Among the proposals expected to be announced on Monday will be a simplified process of resolving issues locally and a single common method of investigation. | Among the proposals expected to be announced on Monday will be a simplified process of resolving issues locally and a single common method of investigation. |
| Patients whose complaints are upheld will have rights to various remedies, ranging from an apology, action plans, remedial treatment and financial compensation as appropriate. | Patients whose complaints are upheld will have rights to various remedies, ranging from an apology, action plans, remedial treatment and financial compensation as appropriate. |
| 'Effective treatment' | 'Effective treatment' |
| The proposed new system would provide better training for those who investigate incidents and a named individual who would be a patient's point of contact throughout an investigation. | The proposed new system would provide better training for those who investigate incidents and a named individual who would be a patient's point of contact throughout an investigation. |
| The proposals are to go out to public consultation until 2 April 2010. | The proposals are to go out to public consultation until 2 April 2010. |
| Health minister Edwina Hart said most patients received "high-quality, safe and effective treatment" and were completely satisfied. | |
| "However, there will be times where things do not go as well as we would wish, despite best efforts and procedures to minimise risk," she said. | |
| "When things do go wrong, one of the biggest problems facing people who want to raise a concern is that they often don't know how to. | "When things do go wrong, one of the biggest problems facing people who want to raise a concern is that they often don't know how to. |
| 'Legal action' | 'Legal action' |
| "Some people make a complaint while others may consider taking legal action. | "Some people make a complaint while others may consider taking legal action. |
| "Patients should be able to raise concerns openly and know that lessons will be learned by the organisation and that they will get the help and support they need or compensation, if appropriate." | "Patients should be able to raise concerns openly and know that lessons will be learned by the organisation and that they will get the help and support they need or compensation, if appropriate." |
| The proposed regulations have been developed as part of the Putting Things Right project established by the assembly government in November 2006. | The proposed regulations have been developed as part of the Putting Things Right project established by the assembly government in November 2006. |