Complaints made against Welsh NHS bodies to the Public Services Ombudsman for Wales have risen by four per cent over the past year, according to new figures released in the Ombudsman’s 2015/16 annual report; an increase of more than 50% over the past five years.

Overall, and for only the second time in 10 years, there was a fall in the complaints received about public service providers - down 4% compared to 2014/15.

Nick Bennett, Public Services Ombudsman for Wales said: “The upward trend in NHS complaints is a real concern and leadership is needed to empower frontline staff so they can respond to the needs of patients across Wales.

“With an ageing population and continued austerity, the demands on the NHS have never been so great but it’s crucial we use all the levers at our disposal to improve services.

“I’m hopeful that the work currently underway by my office’s new cadre of improvement officers will make a difference, but I do believe fresh legislation is needed to help end cycles of poor service delivery. 

“A new Public Services Ombudsman Bill would give my office powers to drive forward quality complaint-handling and data collection, not just across NHS bodies, but all public services in Wales, which would lead to spotting issues faster and enabling public bodies to act at an earlier stage.

“Scrutiny is one of the key drivers of public service improvement and I’m keen to ensure we give Welsh patients a voice to drive up standards.”

Download the Annual Report 2015/16 below

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