The Welsh NHS Redress arrangements – Are they putting things right for Welsh patients?

Abstract

Mari Rosser examines the operation of the National Health Service (Concerns, Complaints and Redress Arrangements) (Wales) Regulations 2011. She comments on the intention behind the National Health Service Redress measure passed by the Welsh Government in 2008 and reviews how successful this has been in delivering an effective complaint handling process. She highlights the areas where she considers that the process is not working as it should be.