Increase in complaints sparks call on health

HEALTH boards need to listen more and learn from their mistakes as complaints rise.

That’s according to Wales’ Public Services Ombudsman Nick Bennett, after his office saw a 14% rise in complaints against Welsh health boards and the three Trusts this year, with 655 grievances registered so far – compared with 574 at this point in 2017.

It is believed that grievances are on course for a five-year high.

Mr Bennett told the BBC that complaints about care in hospitals were a “significant concern”.

“They have got to deal with an aging population and extra demand ... I think there is scope to improve the culture and the way in which they deal with complaints.

“There needs to be a willingness ... to listen to the experience of service users. Their feedback should be used as a free consultancy to ensure improvement in services.

“If we can do more to make sure there is a proper culture of learning and improvement, then we’re less likely to see failures that could lead to preventable deaths.”

Winter pressures have left A&E departments overflowing. Last month consultants from Wales’ emergency departments warned the First Minister that patient safety is being compromised.

In response to Mr Bennett’s comments, the Welsh NHS Confederation, representing Wales’ seven local health boards and three NHS Trusts, said a recent survey showed 91% of patients were satisfied with the care at their last hospital appointment and 96% said they were treated with dignity.

The confederation’s director Vanessa Young said that while most have a “positive experience” with the Welsh NHS, they “recognise this is not always the case”.