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ABMU healthboards sees 188% rise in complaints

By South Wales Evening Post  |  Posted: May 02, 2014

By Rachel Moses-Lloyd / rachel.moses@swwmedia.co.uk / @racheljanemoses

NHS boards across Wales have witnessed a rise in negative feedback.

NHS boards across Wales have witnessed a rise in negative feedback.

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COMPLAINTS by patients about treatment in hospitals run by Abertawe Bro Morgannwg University (AMBU) healthboard have risen by 188 per cent in the past five years.

Plaid Cymru submitted a Freedom of Information request to all seven Welsh health boards, and found that complaints to ABMU rose from 298 in 2009 to 858 during that period.

Bethan Jenkins, AM for South Wales West, said: "We keep being reassured that things are improving with ABMU, yet the bad news keeps on coming.

"This will further demoralise a largely first class workforce that continues to be tarnished with the same brush.

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"The health board is letting down the people who work for it, as well as the patients."

A spokeswoman for AMBU said: “We are always sorry whenever anyone has cause to contact us with their concerns and apologise sincerely to patients and families we have let down.

“We have many examples of excellent care in all our hospitals. ABMU has over 2.5 million patient contacts a year and as the FOI figures show one of the lowest complaint rates of the NHS in Wales.

“But any case of poor care is not acceptable. All patients have the right to expect consistent, high quality care and we are doing our utmost to ensure this is delivered on every ward and department.

“To achieve this, the feedback and experiences of patients and families, whether they are good or bad, are critical so we can make the necessary positive changes in order to continuously improve and develop our services.

“The Health Board actively encourages patients and families to get in touch and has a number of ways to do this including publically available direct email and telephone details for the Patient Experience Team, ward clinics for patients and families, friends and family feedback boxes on wards and concerns clinics where people can meet face-to-face with senior managers and clinicians.

“As well as increasing the number of staff in key areas we are seeing positive outcomes including improvements in ambulance handover times, mortality rates to below the Welsh average and a reduction in infection rates.”


Abertawe Bro Morgannwg

2009: 298

2010: 415

2011: 616

2012: 791

2013: 858

Total: 2978

Rise between 2009 and 2013: 188%

Aneurin Bevan

2008-09: 617

2009-10: 605

2010-11: 815

2011-12: 868

2012-13: 965

2013-14: 964

Total: 4834

Rise between 2008-09 and 2013-14: 56%

Betsi Cadwaladr

2011-12: 1330*

2012-13: 1594*

2013-14: 1577*

Total: 4501

Rise between 2011-12 and 2013-14: 19%

Cardiff & Vale

2008-09: 878

2009-10: 859

2010-11: 772

2011-12: 1184

2012-13: 1883

2013: 1671 (information supplied up to 26/03/14)

Total: 7247

Rise between 2008-09 and 2012-13: 114%

Cwm Taf

2009-10: 166*

2010-11: 263*

2011-12: 647*

2012-13: 637*

2013-14: 551*

Total: 2264

Rise between 2009-10 and 2013-14: 231%

Hywel Dda

2008-09: 701

2009-10: 1125

2010-11: 1100

2011-12: 1042

2012-13: 956

2013-14: 741 (up to 28/2/14)

Total: 5665

Rise between 2008-09 and 2013-14: 5%

Powys (both formal and informal complaints)

2008-09: 282

2009-10: 251

2010-11: 205

2011-12: 208

2012-13: 236

2013-14: Not provided

Total: 1009

Rise between 2008-09 and 2012-13: -16.3%

*The numbers in some categories have not been included because health boards have only said the number of complaints were between 0-5.

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  • thomastdout  |  May 03 2014, 9:01AM

    As long as the Welsh donkeys keep voting these liebor liars into power this is what you will get from them. Get used to it.

    |   3
  • williamwaun  |  May 02 2014, 7:23PM

    Don't blame ABMU the welsh assembly Labour are responsible for the health service in Wales. They have put ABMU as management so they don't have to take responsibility. Wake up people of Wales.

    |   4
  • PJL1967  |  May 02 2014, 11:46AM

    And what makes it even more annoying is AMBU health patronisingly call this 'a change for the better'.

    |   8
  • andybeacham  |  May 02 2014, 9:29AM

    The only thing that demoralises NHS staff is politicians trying to score cheap points. Five years ago the Welsh health service was run by a Labour-Plaid Cymru government. Something Bethan Jenkins fails to mention.

    |   6