WIREDGOV

A review of the way NHS Wales handles concerns and complaints is underway, as announced by Health Minister Mark Drakeford in February 2014. 

The review is being led by Keith Evans, the former Chief Executive and Managing Director of Panasonic UK and Ireland, supported by Andrew Goodall, Chief Executive of Aneurin Bevan University Health Board.

Keith Evans has asked anyone who has recently had a complaint handled by the NHS in Wales to send confidential feedback on their experience to the review team.

Mr Evans said:

“I have already spoken to a wide range of people as part of the review but it is important that I hear from patients and the general public on how they feel their concern was handled.  I’m keen to understand what can be improved but also what worked well and the reasons for this.”

The review will:

• Review the current process to determine what is working well and what needs to improve
• Consider if there is sufficiently clear leadership, accountability and openness within the process
• Identify how the NHS in Wales can learn from other service industries
• Consider the wider cultural ‘patient’ service ethos and how staff are supported to deal with patient feedback
• Identify how the NHS can demonstrate it is learning from patient feedback

Announcing the review in February, the Health Minister, Mark Drakeford said:

“The vast majority of people tell us they are happy with the care provided by the health service in Wales, and a positive experience is the norm. However, when things don’t happen as they should, the NHS in Wales must listen, learn and take action.”

A mailbox has been set up for patients and the public to inform the review by sending their confidential feedback, comments and suggestions to:
puttingthingsrightreview@wales.nhs.uk

The deadline for comments is 21 April 2014.

Feedback can also be sent in writing to:
Keith Evans
Aneurin Bevan University Health Board
Headquarters
St Cadoc's Hospital
Lodge Road
Caerleon
Newport
NP18 3XQ