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