Rise in NHS complaints in Wales

The number of complaints to the NHS in Wales was 7,022 in 2007-08

The number of complaints to the NHS in Wales in 2007-08 has risen by 11% on the previous year.

There were just over 7,000 complaints compared to 6,346 in 2006-07, according to Welsh Assembly Government (WAG) statistics.

The assembly government said all complaints must be taken seriously and the NHS must learn from them.

Health watchdogs said while the figures were disappointing, it was now easier for patients to raise their concerns.

Family health services saw the biggest increase in complaints, up 19% to 2,674.

This figure included complaints about general medical practitioners, which rose by 29%, and general dental practitioners, which fell by 11%.

COMPLAINTS TO NHS WALES 2007-08: 7,022 2006-07: 6,346 2005-06: 6,686 2004-05: 6,202 2003-04: 5,258 Source: Welsh Assembly Government

Complaints about out-of-hours services fell by 27% from 257 to 187.

Hospital and community health services saw complaints increase by 6%, with just over half of those relating to medical staff.

Carol Williams, chief officer of Ynys Mon CHC on behalf of CHCs in Wales, said: "Although it is disappointing that the total number of recorded complaints to the NHS in Wales is at its highest level in 10 years, it would be interesting to see why this increase has occurred.

"Patients and the public are becoming more aware of their ability to raise concerns about the health services they receive and feel that by doing so, they may be able to influence the way that future health services are delivered."

Completely satisfied

She said the independent advocacy service provided by CHCs had enabled patients to voice their concerns confidentially, encouraging the NHS to learn from patients' experiences and improve its services.

"This I hope, could be one encouraging explanation as to why the level of recorded complaints has risen," she said.

A Welsh Assembly Government spokesperson said: "Every year in Wales, the vast majority of patients receive high-quality, safe and effective treatment and are completely satisfied with the care they received.

"However, there will be instances where things do not go as well as we would wish, despite the best efforts of the NHS.

All complaints must be taken seriously and the NHS must learn from them.

"It's important to put the number of complaints into perspective, however.

The spokesperson said the NHS was busier than ever before, with patients in Wales coming into contact with the NHS some 22m times every year.