‘Concerning’ rise in Welsh NHS complaints

Wales' public services watchdog has warned that the ‘ongoing rise’ in complaints about the health service in Wales ‘is concerning’.

Ombudsman Nick Bennett received an eight per cent increase in complaints over the last year, dealing with 863 complaints about the NHS, which now accounts for 38 per cent of his case work, a two point rise over since 2015-16.

The ombudsman is assigning improvement officers to the Betsi Cadwaladr University Health Board, as well as the Abertawe Bro Morgannwg, Aneurin Bevan, Cwm Taf and Hywel Dda health boards.

Bennett said: “"The ongoing rise in complaints about NHS bodies is concerning. A significant factor is the high volume of complaints received about Betsi Cadwaladr University Health Board and my improvement officer will continue to work with the health board to ensure continued learning."

The Betsi Cadwaladr University Health Board has since stated that it ‘valued’ feedback and is reviewing how it deals with concerns.

A Welsh government official responded: “It's important to remember that every year the Welsh NHS deals with around 18 million contacts in primary care, three million outpatient attendances each year, one million A&E attendances and 750,000 admissions to hospital," said a government official.

"All NHS bodies in Wales are working hard to prevent complaints and to deal with them appropriately when they arise. We welcome the ombudsman's assistance through the improvement officers he has put in place."