Welsh NHS Confederation comment on Public Services Ombudsman report into complaints

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Vanessa Young, Director of the Welsh NHS Confederation, said: “While it is important to highlight that the majority of the thousands of people who receive care and treatment from the NHS in Wales have a positive experience, it is also vital to recognise this is not always the case for everyone. 

“When care does not meet the high standards which patients deserve, action must be taken to put things right. People must feel supported and empowered to raise any concerns in the first instance and then throughout the complaints process. In order to do this, the system must be clear, consistent and easy to navigate for patients and their families, who should be reassured that they are being listened to. 

“The feedback and experiences – both good and bad - of patients and their families are critical in helping NHS Wales to provide high standards of care. However we know that further work is needed when it comes to the complaints system. That is why NHS Chief Executives recently met with the Ombudsman to discuss sharing good practice and ensuring consistency and improvement for complaints across NHS Wales.  Health Boards and NHS Trusts will continue to work with the Ombudsman to improve the way concerns are handled.”

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