Making suggestions and complaints
Do you have suggestions about how we can provide a better service? Your suggestions, compliments or complaints will help us to improve the services we offer. Please download our leaflet Putting Things Right for more information.
"A system of accountability to citizens, service users, stakeholders and the wider community, within which healthcare organisations work, take decisions and lead their people to achieve their objectives."
Healthcare Inspectorate Wales (HIW)
The purpose of Healthcare Inspectorate Wales (HIW) is to promote continuous improvement in the quality and safety of patient care within NHS Wales. HIW undertakes inspections of and investigations into the provision of health care by and for Welsh NHS bodies. It is the independent inspectorate and regulator of all healthcare in Wales and monitors Welsh NHS bodies in their performance against the Healthcare Standards for Wales.
Healthcare Standards for Wales, 2005 set out the Welsh Assembly Government's common framework of healthcare standards to support the NHS and partner organisations in providing effective, timely and quality services across all healthcare settings.
Public Services Ombudsman for Wales
The Public Service Ombudsman for Wales looks into complaints made by or on behalf of people who have suffered because of unsatisfactory treatment or service by the National Health Service (NHS). The Public Service Ombudsman for Wales is completely independent of the NHS and the government. The services of the Public Service Ombudsman for Wales are free.
For further information please visit:
The Wales Concordat
The Concordat Between Bodies Inspecting, Regulating and Auditing Health and Social Care in Wales is a voluntary agreement that was signed in May 2005. Signatories to the Concordat have agreed to work together to eliminate unnecessary burdens of external review, and to deliver more targeted and co-ordinated inspection that is proportionate to the level of risk and supports the improvement of services for patients, service users and their carers.
The Wales Audit Office
One of the signatory organisations to the Wales Concordat is the Wales Audit Office who audit the accounts prepared by Local Health Boards and NHS trusts. In addition they run a programme of local and national value for money studies.