NHS Complaints System In Wales To Be Simplified

11 Jan 2010

The Welsh Assembly Government has published draft regulations aimed at making it easier for NHS patients in Wales to complain about their treatment.

The proposed system will give patients a named individual who would act as a point of contact for the duration of a complaint. Better training will also be provided to those who are investigating the complaint.

Other proposals include making it easier for people to complain at the time of treatment and replacing the current two-stage complaints process with a one-stage system.

The proposals also suggest that it should be easier for the NHS in Wales to offer financial compensation where appropriate.

The full proposals and further information can be found on the Welsh Assembly website.

Guy Forster, a medical negligence expert at Irwin Mitchell has represented many Welsh patients in claims against the NHS. Speaking about these proposals, he said: “We welcome any proposal that is designed to make the complaints process quicker, more open and to ensure that lessons are learned by the NHS. However this is not the first time the procedure has been overhauled for these reasons, the last being in 2006.

“A change to the regulations should be a positive step but it needs to be accompanied with a change in culture in the way incidents are reported and complaints are handled. We will be looking at the proposals in further detail during the consultation period.”

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