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NHS Wales: Complaints handling review to report back | NHS Wales: Complaints handling review to report back |
(about 2 hours later) | |
Improvements in how the NHS in Wales handles complaints when things go wrong are expected to be recommended later. | Improvements in how the NHS in Wales handles complaints when things go wrong are expected to be recommended later. |
It follows a three-month review into how the health service is dealing with the issue. | It follows a three-month review into how the health service is dealing with the issue. |
There had been criticisms that concerns of some patients and families are not being heard. | There had been criticisms that concerns of some patients and families are not being heard. |
Health Minister Mark Drakeford said the NHS "must listen, learn and take action." | Health Minister Mark Drakeford said the NHS "must listen, learn and take action." |
He set up the 12-week review, headed by Keith Evans, the former boss of Panasonic UK and Ireland and Andrew Goodall, chief executive of Aneurin Bevan University Health Board. | He set up the 12-week review, headed by Keith Evans, the former boss of Panasonic UK and Ireland and Andrew Goodall, chief executive of Aneurin Bevan University Health Board. |
They are looking at what is working well and what needs to improve, issues of leadership and openness and whether lessons can be learnt from the service industry. | They are looking at what is working well and what needs to improve, issues of leadership and openness and whether lessons can be learnt from the service industry. |
The panel is due to report to AMs later. | The panel is due to report to AMs later. |
Figures show complaints about the Welsh NHS to the Public Services Ombudsman for Wales increased from 191 in 2006/7, when the office was created, to more than 750 in 2013/14. | Figures show complaints about the Welsh NHS to the Public Services Ombudsman for Wales increased from 191 in 2006/7, when the office was created, to more than 750 in 2013/14. |
Health culture | Health culture |
The acting ombudsman for Wales said in her annual report that the way health complaints were being handled featured prominently. | The acting ombudsman for Wales said in her annual report that the way health complaints were being handled featured prominently. |
"It is the clear view of this office that it is not with the process itself that the problem lies," said Margaret Griffiths. | "It is the clear view of this office that it is not with the process itself that the problem lies," said Margaret Griffiths. |
"Rather, it lays with the culture within health bodies and their attitude towards dealing with complaints." | "Rather, it lays with the culture within health bodies and their attitude towards dealing with complaints." |
Cynon Valley MP Ann Clwyd has already led a UK government-commissioned inquiry on how NHS hospitals in England handle complaints. | Cynon Valley MP Ann Clwyd has already led a UK government-commissioned inquiry on how NHS hospitals in England handle complaints. |
She has said she also received hundreds of letters from Welsh patients outlining poor experiences they had suffered. | She has said she also received hundreds of letters from Welsh patients outlining poor experiences they had suffered. |
But Welsh ministers said they could not be investigated because the complainants were anonymous. | But Welsh ministers said they could not be investigated because the complainants were anonymous. |
Ms Clwyd is due to give evidence before the assembly's health committee on 16 July. | |
In March, the complaints system for the NHS in England was described as "hopelessly complicated" and in need of a overhaul by a patients' watchdog. | In March, the complaints system for the NHS in England was described as "hopelessly complicated" and in need of a overhaul by a patients' watchdog. |