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| NHS Wales: 'No blame culture' needed, says review | NHS Wales: 'No blame culture' needed, says review |
| (35 minutes later) | |
| The Welsh NHS needs to develop a "no blame culture" to learn lessons from complaints, a review has recommended. | The Welsh NHS needs to develop a "no blame culture" to learn lessons from complaints, a review has recommended. |
| It also says patients need to be made more aware of how to complain and greater independence is needed in the handling of serious complaints. | It also says patients need to be made more aware of how to complain and greater independence is needed in the handling of serious complaints. |
| The review, led by ex-Panasonic UK and Ireland boss Keith Evans, said some bodies and individuals must learn "how not to be defensive". | The review, led by ex-Panasonic UK and Ireland boss Keith Evans, said some bodies and individuals must learn "how not to be defensive". |
| Welsh ministers welcomed the recommendations. | Welsh ministers welcomed the recommendations. |
| The three-month review followed criticisms that the concerns of some patients and families were not being heard. | The three-month review followed criticisms that the concerns of some patients and families were not being heard. |
| The report's recommendations and findings include: | The report's recommendations and findings include: |
| Mr Evans said NHS executives and senior staff should "lead the required change from the front and by good example". | Mr Evans said NHS executives and senior staff should "lead the required change from the front and by good example". |
| "Furthermore, whatever job someone has in the NHS, they should think of themselves wearing their patients' shoes and put themselves in their position at all times," he said. | "Furthermore, whatever job someone has in the NHS, they should think of themselves wearing their patients' shoes and put themselves in their position at all times," he said. |
| "Doing so will quickly reveal the daily issues of what is going right and wrong." | |
| "It is also very important that organisations and individuals learn how to not be defensive but to listen to NHS users concerns and complaints, analyse them, and reflect the findings into the workplace quickly and efficiently for the betterment of all," he added. | "It is also very important that organisations and individuals learn how to not be defensive but to listen to NHS users concerns and complaints, analyse them, and reflect the findings into the workplace quickly and efficiently for the betterment of all," he added. |
| 'Under siege' | 'Under siege' |
| Health Minister Mark Drakeford said handling complaints properly was "about culture as much as it is about resources". | Health Minister Mark Drakeford said handling complaints properly was "about culture as much as it is about resources". |
| "We need to do all we can to allow patients to put forward their concerns effectively and simply. | "We need to do all we can to allow patients to put forward their concerns effectively and simply. |
| "At the same time we must not create a climate where staff feel under siege, as this report has found." | "At the same time we must not create a climate where staff feel under siege, as this report has found." |
| The Welsh government will respond formally to the review in the autumn. | The Welsh government will respond formally to the review in the autumn. |
| 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. | 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 an overhaul by a patients' watchdog. | In March, the complaints system for the NHS in England was described as "hopelessly complicated" and in need of an overhaul by a patients' watchdog. |