Raising concerns, creating change

On Tuesday 8 April 2025, the Public Services Ombudsman published a public interest report after finding serious issues with Ms A’s care after surgery in 2019. 

Ms A first contacted Llais three years ago after her surgery. We introduced her to one of our trained complaints advocates in her area, who has supported her ever since – right through to her complaint to the Public Services Ombudsman. 

 

Our complaints advocate who supported Ms A said: 

“I listened to her experience and asked questions so that I was able to build up a picture of what had happened. These were fresh and painful experiences for Ms A to recount. I wrote the complaint and worked in partnership with Ms A to ensure it represented both her experience, and everything she wanted to say. 

It was a long journey from chasing up the hospitals’ responses, to writing out an application to the Ombudsman when those responses still prompted more unresolved questions and issues. The Ombudsman’s diligence in the investigation highlighted more far-reaching issues and will hopefully be the start of change in how cross-border patients in North Wales are monitored.  

Ms A has said that she wouldn’t have been able to get through this complaint if it hadn’t been for Llais’ support. From the start, she wanted answers and to ensure that nobody else suffered as she did, and I am glad that through her persistence, she has contributed towards patient safety.” 

If you want to raise a concern about care you have received, our complaints advocacy service is here to help: Raising a concern about health and social care services | Llais