Llais Welcomes Citizen Voices in NHS Complaints Overhaul: A turning point for patients across Wales.
Llais, the independent citizen voice body for health and social care in Wales, welcomes the release of the Public consultation on the Proposed changes to the Putting Things Right Process Response Report from Welsh Government. This critical step forward reflects the experiences of thousands of patients and their families who we've supported through our complaints advocacy service and who’s voices we have represented in our response earlier this year.
The Putting Things Right (PTR) process, which allows people to raise concerns and complaints about their NHS care, has long been an important way of holding the NHS accountable so that lessons can be learned. We have consistently highlighted barriers that often make the process feel impersonal and bureaucratic. We responded to the call for evidence in May, and raised several key areas for improvement that the report addresses:
- More efficient handling of complaints: Striking a balance between speed and making sure that any investigation is done well. It's not enough to meet deadlines if it means complaints aren't handled properly.
- Better communication: using easier to understand and more caring language, urging health bodies to focus on understanding and listening to people who raise concerns.
- System change: using complaints that not only solves individual problems but also helps improvements across NHS services.
Our shared commitment to improvement the report reflects what people and communities have consistently told us through their interactions with Llais. Alyson Thomas, Chief Executive of Llais, stated:
“This report confirms what people have told us time and again, we need a system that listens deeply, is more responsive, compassionate, and learns continuously. This report is a promise to people that their voices will drive real change, and we look forward to helping policy makers shape a better system for everyone.”
Llais’ Complaints Advocacy Service
Last year, Llais’ complaints advocacy service helped over 1500 people find their way through complaints processes in health and social services.
Their voices inform our reports, ensuring that the needs and concerns of the people of Wales drive policy and practice improvements. This has included:
- Advocating for clearer communication and realistic timescales.
- Suggesting actionable reforms to improve the fairness and accessibility of the system.
- Championing the use of person-centred approaches to restore trust and respect.
For media enquiries, please contact:
Oliver James – 029 2003 3417 | [email protected]