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WAQ79434 (e) Tabled on 12/02/2020

How many complaints were received in 2018-19 and 2019-20 to date by each health board in Wales, and, of these, how many were not dealt with within the 30-working day standard deadline for a response?

Answered by Minister for Health and Social Services Answered on 19/02/2020

Putting Things Right data is available for 2018/19 and Q1 to Q3 of 2019/20. Data are collected on concerns in relation to Regulations 24 of the National Health Service (Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011.  Regulation 24 concerns are those which have been investigated formally by health bodies and where there is no qualifying liability.  A final response should be sent within 30 working days.

The number of Regulation 24 concerns for 2018/19 and Q1-3 of 2019/20

 

2018/19

 

2019/20

(Q1-3)

Health Board

Total number of formal concerns

Number that received a final reply within 30 working days (%)

Total number of formal concerns

Number that received a final reply within 30 working days (%)

Aneurin Bevan

910

405

(44.5%)

1,193

733

(61.4%)

Betsi Cadwaladr

1,214

455

 (37.5%)

2,109

1,274

(60.4%)

Cardiff and Vale

1,022

763

 (74.7%)

1,749

1,421

(81.2%)

Cwm Taf Morgannwg*

865

539

(62.3%)

827

453

(54.8%)

Hywel Dda

1,859

1,248

(67.1%)

1,478

1,110

(75.1%)

Powys

169

100

 (59.2%)

223

94

(42.2%)

Swansea Bay*

1,196

994

(83.1%)

1,067

899

(84.3%)


*Note - 2018/19 data refers to Cwm Taf and Abertawe Bro Morgannwg University Health Boards, Q1-Q3 19/20 refers to Cwm Taf Morgannwg and Swansea Bay University Health boards and the data cannot be compared.

In 2017/18 a target was set for health boards and trusts to meet the 30 working day target in 75% of cases.  Reports against the target are submitted quarterly and the results monitored to identify any issues and take steps to address them.  The target was set at 75% as some complaints are too complicated to be dealt with within 30 working days.  The target takes into account the need for a good quality response to complaints to help ensure a satisfactory resolution whenever possible.  The key is to keep patients regularly informed if a delay occurs.  Data in respect of concerns that are taken through the NHS redress arrangements are recorded separately.

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