News

Improving how Welsh NHS handle complaints

Published

11 years ago

December 11, 2014

ACTION is being taken to improve the way the NHS in Wales deals with complaints, Health and Social Services Minister Mark Drakeford announced on Monday (Nov 24). Considerable progress has been made in response to an independent review by Keith Evans about how the health service handles complaints, which was published in July. Action underway includes: Improving the way the complaints system – Putting Things Right – is promoted to make it easier and more accessible for patients and families.

Encouraging early contact with patients to resolve any issues when they happen. Developing a national approach to publishing data on complaints to ensure all NHS organisations publish information in a consistent way, which is easy for the public to understand and allows for meaningful comparisons across Wales.

New projects are underway so that patients and their families can clearly understand how to comment on any aspect of a service they may have received, whether good or bad. These include the pilot of iWantGreatCare at Wrexham Maelor Hospital and the Princess of Wales Hospital, in Bridgend to capture real-time patient and visitor feedback.

The Health and Social Services Minister is investigating the potential for establishing a national expert team to deal with serious concerns and shared learning. These proposals will be developed over the coming months. The Welsh Government commissioned Mr Evans, the former chief executive and managing director of Panasonic UK and Ireland, to lead the review, which made more than 100 recommendations to strengthen the NHS complaints process.

Professor Drakeford said: “The Welsh NHS treats millions of patients a year, providing high-quality care in often difficult circumstances. However, when patients and families feel they don’t get the care they expect, the system does not always work for them. Despite this, complaints received by the NHS represent less than 0.1% of all activity. When patients and families do make a complaint, they need have confidence in the system and know their concerns are being listened to and acted on. Since Keith Evans’ review was published, the Welsh Government and health boards have taken action to implement many of his recommendations. This includes looking at how we use data at a national level, simplifying the complaints process and making sure the resources to respond to concerns are in place. The Welsh Government and the NHS will continue to do all we can to make the complaints process work for patients and ultimately improve the care the health service in Wales provides.”

Community

Community gathers to remember Corrina Baker

Published

7 hours ago

December 17, 2025

Tom Sinclair

Lanterns and balloons released in emotional acts of remembrance

FAMILY, friends and members of the local community came together to remember Corrina Baker at a series of moving events held across west Wales this week.

Corrina’s funeral took place on Monday (Dec 15), a month after her death, with a public service held at St Mary’s Church. Mourners lined the route as her coffin was carried on its final journey in an elegant horse-drawn carriage, before a private cremation later took place at Parc Gwyn crematorium in Narberth.

Later that evening, shortly after 6:00pm, friends and relatives gathered at the Quayside in Cardigan for the first of two acts of remembrance to celebrate her life. Lanterns were lit and released into the night sky above the town as some of Corrina’s favourite songs were played.

On Tuesday afternoon (Dec 16), a second tribute was held near the location where Corrina was found. Twenty-one pink balloons — one for each year of her life — were released into a clear blue sky, each carrying personal messages in her memory.

Floral tributes continue to be laid at the Netpool, while a GoFundMe appeal set up in Corrina’s memory has raised more than £2,300. She has been described by those who knew her as “funny and bright”.

Dyfed-Powys Police have confirmed that their investigation into the circumstances surrounding Ms Baker’s death is ongoing. A 29-year-old man who was arrested on suspicion of murder has been released on bail while inquiries continue.

(Photos: Stuart Ladd/Herald)

Community

Six untaxed vehicles seized in Milford Haven police operation

Published

8 hours ago

December 17, 2025

Tom Sinclair

SIX untaxed and abandoned vehicles were seized during a joint roads policing operation in Milford Haven on Tuesday morning.

Officers from the Milford Haven Neighbourhood Policing and Prevention Team (NPPT) worked alongside the Pembrokeshire Roads Policing Team as part of targeted enforcement across the town.

In addition to the vehicle seizures, a number of traffic offence reports were issued to drivers during the operation.

Police said the action formed part of ongoing efforts to improve road safety and tackle vehicle-related offences in the Milford Haven area.

Community

Candlelit carol service brings community together in Milford Haven

Published

8 hours ago

December 17, 2025

Tom Sinclair

ST KATHARINE and St Peter’s Church in Milford Haven hosted its annual Candlelit Festival of Nine Lessons and Carols, bringing together members of the community for a traditional celebration of Christmas.

The service featured readings from the Mayor of Milford Haven, representatives of the Soroptimists, Milford Haven Amateur Operatic Society, the Headteacher and Head Prefects of Milford Haven School, Milford Haven Town Band, and NCI Wooltack Point.

Music for the evening was provided by organist Seimon Morris, Milford Haven Town Band and the Milford Haven Cluster Band, whose performances added to the atmosphere of the candlelit service.

The Friends of St Katharine and St Peter’s Church thanked all those involved and wished the community a happy Christmas.