Listening to People
The NHS in Wales aims to provide the very best care and treatment. But sometimes things may not go as well as expected. When that happens, you should raise your concerns with the staff involved with your care or treatment, so that they can look at what may have gone wrong and try to make it better. In NHS Wales this is done through a process known as Listening to People.
What is the Listening to People process?
Listening to People is the national approach for handling complaints, incidents and redress in NHS Wales. It aims to make it easy for you to share your experiences, ensuring you are treated with dignity, fairness, compassion and respect at every step.
Follow this link to the Welsh Government website for more information about 'Listening to People'.
Raising a concern: What you can expect
We understand that speaking up about a worry or concern can feel difficult, emotional, or even overwhelming. People come forward because something has affected them or someone they care about. We want you to know that your experience matters, and we are here to listen to you.
A concern can be anything that has caused you distress or uncertainty about the care you or another person has received. This may include:
- a complaint
- a patient safety incident - when something happened in your care that wasn’t supposed to happen, and it might have affected your health or wellbeing
- any issue relating to your care within the services we provide
At Swansea Bay University Health Board, we will:
- Listen to you
- Say sorry when something has gone wrong
- Look into what happened
- Respond to you as quickly as we can, in an open and honest way
- Learn from what you tell us
- Use this learning to make our services better for everyone
We recognise that raising concerns can take courage especially if this is after an upsetting or traumatic experience. Because of this, we aim to respond in ways that are:
- Compassionate
- Respectful
- Sensitive to what you’ve been through, and
- Supportive of you and those close to you
How to raise a concern
We want to resolve your concern as soon as possible. To raise a concern, you can
Rydym yn croesawu gohebiaeth a galwadau ffôn yn y Gymraeg neu'r Saesneg. Atebir gohebiaeth Gymraeg yn y Gymraeg, ac ni fydd hyn yn arwain at oedi. Mae’r dudalen hon ar gael yn Gymraeg drwy bwyso’r botwm ar y dde ar frig y dudalen.
We welcome correspondence and telephone calls in Welsh or English. Welsh language correspondence will be replied to in Welsh, and this will not lead to a delay. This page is available in Welsh by clicking ‘Cymraeg’ at the top right of this page.