A simple complaints system for the NHS in Wales hinges on being a jargon-free and flexible service to meet the needs of vulnerable consumers, according to Wales’ leading consumer watchdog.
The Welsh Assembly Government is consulting on the proposed improvements to the way it deals with people’s concerns through an independent complaints system for health services in Wales.
Consumer Focus Wales hopes that by establishing a single body to listen to people’s concerns, the voices of vulnerable people are not ignored.
A centralised complaints system means that when patients, families and members of the public raise their concerns the new system would see a dedicated complaints handler deal with their issue.
Jennie Bibbings, Senior Policy Advocate at Consumer Focus Wales, said: “We hope this will provide consistency and reassurance to people that their concerns are listened to.”
Consumer Focus Wales has recommended that while a written report should always be produced, the consumer should be able to contact directly the named individual handling the case, the healthcare professional or an independent advocate.
Jennie Bibbings added: “We welcome this report but need to see greater detail of how the system will work in practice.
“At Consumer Focus Wales we come across frequent examples of communications with members of the public which fail to have the intended impact, due to the use of complicated terms. Our work with families affected by outbreaks of E.coli O157 has demonstrated how a failure to say sorry in a sympathetic and direct way can easily lead to an escalation of bad feeling.
“We would like to see clear guidelines on the style of language used in communications, particularly where apologies are concerned. Very often an apology is all that people want, yet this is precisely when public bodies are the most likely to seek refuge in jargon.”
Notes to editors
For full details of Consumer Focus Wales’ response to Putting Things Right: a better way of dealing with concerns about health services please call 02920 787110.
