Raising a concern about NHS Wales HIV Services
The NHS in Wales aims to provide the very best care and treatment and it is important that we welcome comments and learn from people’s experiences, good or bad. The vast majority of people are happy with the service they receive.
Sometimes though, things might not go as well as expected. When that happens, we need to look at what went wrong so we can try to make it better.
This information applies to you if you are not happy with care or treatment provided by or for the NHS in Wales or if you have any other concerns you think we should know about.
It tells you about the arrangements that have been in place from 1 April 2011 for looking into concerns.
What is a concern?
A concern is when you feel unhappy about any service provided by the NHS. By telling us about your concern, we can apologise to you, investigate and try to put things right. We will also learn lessons and improve services where they need to be better.
There are some things that we cannot deal with under the arrangements, such as:
Who should I talk to about my concern?
If you feel able to do so, the best place to start is by talking to the staff who were involved with your care and treatment. They can try to sort out your concern immediately. If this doesn’t help or if you do not want to speak to staff who provided the service, then you can contact a member of the concerns team.
For concerns about health services, you will need to contact your Local Health Board or the relevant NHS Trust:
If you have a concern about services that you have received from your General Practitioner (GP), Dentist, Pharmacist or Optician you should normally ask the practice to look into it for you, but if you prefer, you can ask your Local Health Board to do so.
You can contact the concerns team by:
Writing a letter
Your local CHC provides a free and independent advocacy service, which is able to help patients or the people acting for them to raise a concern. The CHC will offer advice and support, including putting you in touch with specialist advocacy services if you need them. Your local CHC can be found below:
Who can raise a concern?
If this is something that has happened to you, you can raise the concern yourself. If you prefer, a carer, friend, relative or your local CHC can represent you, but you will be asked to agree to this.
How soon should I tell someone about my concern?
It is best to talk to someone about your concern as soon as possible after the problem happened but you can take up to 12 months to let us know. If a longer time has passed but there are good reasons for the delay, tell us anyway, as we may still be able to deal with your concern.
Last updated: 31/05/2012