“Quality at the heart of Welsh NHS” finds new international report
A new international report has concluded that quality is at the heart of the Welsh NHS and patient-centred care is a major priority (Friday 12th February).
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- “Quality at the heart of Welsh NHS” finds new international report
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Featured consultation »The draft Private Dentistry (Wales) Regulations 2016
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Section highlightRegulation and Inspection of Social Care (Wales) Act 2016
The act will improve the quality of care and support in Wales and strengthen protection for citizens.
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Section highlightWales Act 2014 annual reports
Action undertaken on the finance provisions in Part 2 of the Wales Act 2014.
2nd Supplementary Budget 2015-16 »
The 2nd Supplementary Budget proposes changes to the 1st Supplementary Budget for 2015-16 published 23 June 2015.Learn more »
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New arrangements for handling social services complaints came into force on 1 August 2014.
A new procedure has been introduced to improve the experience for people making complaints. The process has been simplified and the guidance for local authorities has been made easier to understand.
It also aligns social services with other public services, in particular the NHS.
The procedures are based on two principles:
- Everyone who makes a complaint about social services in Wales has a right to be listened to. Their views, wishes and feelings must be heard; and their concerns should be resolved quickly and effectively.
- Complaints can highlight where services need changing. It is important that local authorities learn from complaints to identify where services should be changed and improved.
There are two stages in the new process:
Stage 1 – local resolution
The local authority must always offer to discuss a complaint or representation with the complainant to try and resolve matters. This discussion must take place within 10 working days. This should allow for the quick and successful resolution of most complaints.
Stage 2 – formal investigation
The complainant has a right to ask the local authority for formal investigation of their complaint. At this stage, the complaint will be investigated by an Independent Investigator. This is someone who is not employed by the local authority which are the subject of the complaint.
A report with findings, conclusions and recommendations must be produced. The authority must respond to the complainant within 25 working days of the request to move to this stage.
Public Services Ombudsman for Wales
If they remain dissatisfied, the complainants may take their complaint to the Public Services Ombudsman for Wales (external link).