Published on Friday, 24 June 2011 19:55
Written by Cllr Elizabeth Haynes
Putting Things Right – arrangements for concerns, complaints
From 1st April 2011, the ways in which NHS Wales organisations deal with complaints, claims and incidents (collectively known as concerns) have changed.
These new arrangements are set out in the Welsh Government - NHS (Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011 and apply to all NHS Wales healthcare providers:
• Local Health Boards,
• NHS Trusts,
• Primary care providers e.g. GPs, dentists, optometrists, community pharmacists and
• Independent healthcare providers who provide NHS funded care e.g. private hospitals, residential care homes
• NHS funded care provided by Third Sector Organisations
By introducing a single and consistent method for grading and investigating concerns, as well as more openness and involving the person raising the concern, the new arrangements represent a significant culture change for the NHS in Wales in the way in it manages concerns and how it deals with things that go wrong.
The arrangements also introduce the concept of Redress, that is, where a Health Board or NHS Trust receive an allegation that harm has or may have been caused, they have a duty to consider whether an offer of Redress should be made.
NB: Redress does not apply to Primary care or Independent healthcare providers.
All of these changes are referred to under the umbrella of PUTTING THINGS RIGHT
Further information about Putting Things Right and the new arrangements including an explanation of Redress, public information leaflets and posters can be found on the Putting Things Right Website www.puttingthingsright.wales.nhs.uk
However, if you have any specific queries, please contact the Putting Things Right Team at