Improving the NHS Complaints Process

Improving the NHS Complaints Process  

Putting Things Right was introduced in 2011 as a single process for raising concerns or complaints about NHS care, helping the service respond quickly, learn from mistakes, and make services safer. Following a public consultation earlier this year, the process is being improved based on feedback from people with firsthand experience of raising complaints. The changes aim to simplify the process, speed up responses, and improve communication, while ensuring it is more inclusive and transparent. Arrangements will also be updated to provide free legal advice and access to medical expert reports. 

Cabinet Secretary for Health and Social Care Jeremy Miles said: “The NHS works hard to ensure the best possible care, but sometimes things can and do go wrong. When that happens, it’s important people can raise concerns, and the NHS can respond quickly and learn from the feedback it receives. Complaints must be handled compassionately, effectively, and in a timely manner.”  The consultation has been vital in shaping these changes, and the NHS will now work to update regulations and guidance to ensure the  Putting Things Right process meets people’s needs, helping improve care for everyone. 

Putting Things Right: www.llaiswales.org 

To find out more visit: https://www.gov.wales/improvements-help-people-when-raising-concerns-about-nhs-care