Concerns and Complaints

The NHS Wales Joint Commissioning Committee (NWJCC) may receive complaints relating to commissioning policies or Individual Patient Funding Request (IPFR) decisions. Complaints about the delivery of care and treatment should continue to be raised with the relevant health board or NHS trust.

Your experience of NHS services is important. Where concerns relate to the care or treatment you receive, you are encouraged, where you feel able, to raise them with the organisation providing the service, including speaking to a member of staff at the time where possible. Concerns about commissioning policies or Individual Patient Funding Requests can be raised directly with the NWJCC.

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.

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.

Find out more here - Listening to People

If you wish to make a complaint

If you wish to make a complaint, you can contact the Nursing and Quality team:

Telephone: 01443 443443 (extension 78100)
Email: NWJCC.NursingAndQuality@wales.nhs.uk

Information about the concerns process

When you raise a concern with NHS Wales Joint Commissioning Committee, you will receive an acknowledgement within 5 working days. You will also be offered a listening discussion, which gives you the opportunity to explain what happened, what matters most to you, and what you would like to see happen next. Where appropriate, we will first try to resolve concerns through early resolution, which focuses on listening, explaining what happened and taking prompt action where possible.

If a concern cannot be resolved through early resolution, or if early resolution is not appropriate, it will move to a formal investigation stage. We will explain what this involves, tell you how long it is expected to take, and keep you informed if timescales change. You should receive a clear written response, an apology where things have gone wrong, and information about what we have learned and any actions taken to improve services. If you remain unhappy after our response, you have the right to ask the Public Services Ombudsman for Wales to independently review your concern.

Welsh Language

You are free to make a complaint in Welsh and it will not be treated less favourably than a complaint made in English.

If you would like to make a complaint about one or more of the Welsh language standards, please follow the above procedure. Please name the standard(s) you are complaining about.

Here is a link to our Welsh language standards compliance notice.

Additional help to raise your concern

If you need help raising a concern, Llais “Your voice in health and social care” can help you do this. Llais is an independent body and can provide information, advice and support to members of the public who may wish to raise a concern.

Llais can support you to raise a concern and give advice on the most appropriate course of action. You can contact your local Llais at the following address:

Complaints Advocates
Llais
Ty Antur
Parc Navigation
Abercynon
CF45 4SN
Telephone: 01443 403590
Email: cwmtafmorgannwgadvocacy@llaiscymru.org

You can also access the  Llais website.

Finally, if your concern has been looked at by us and you are still not happy with our response, you can contact the Public Services Ombudsman for Wales at the following address:

Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
Cardiff
CF35 5LJ
Telephone: 0845 6010987
Email: ask@ombudsman-wales.org.uk
Website: https://www.ombudsman.wales/