Written question WQ98403
- Asked by
- Russell GeorgeIndependent
- To be answered by
- Cabinet Secretary for Health and Social Care
- Tabled
- Due
- Answered
- Time to answer
- 8 days
Question
What strategies does the Welsh Government currently employ to gather public opinion and ensure that patient experiences and concerns are effectively heard and addressed in NHS Wales?
Answer
Answered by Cabinet Secretary for Health and Social Care
The Welsh Government uses a range of established mechanisms to ensure people’s experiences are heard, analysed and acted on across NHS Wales.
This includes the People’s Experience Framework, which provides a national approach to capturing feedback from complaints, surveys, lived‑experience and digital stories to drive service improvement. Feedback is used consistently across NHS organisations, enabling timely insight into patient experience at both local and national levels.
Wales participates in the Patient‑Reported Indicator Surveys (PaRIS) programme, which provides internationally benchmarked, patient‑reported outcomes and experience data, particularly for people living with chronic conditions and supports longitudinal analysis of outcomes and experiences over time.
A new NHS concerns and redress process will be introduced in Wales on 1 April. Listening to People focuses on listening to people’s experiences, faster case resolution, greater transparency, improved communication, and learning from incidents to prevent harm. This marks a major transformation in how the NHS addresses concerns and will foster a positive culture change.