Putting Things Right

Putting Things Right is a process for dealing with Complaints, Claims and Incidents which are collectively termed “Concerns”.

This represents a significant culture change for the NHS in Wales in the way in which it deals with things that go wrong, introducing a single and consistent method for grading and investigating concerns, as well as more openness and involvement of the person raising the concern.

Our Annual Report

Putting Things Right: Concerns, Compliments Claims and Redress Cases for 2019-20

Putting Things Right Leaflets

Further information is available in the following Welsh Government leaflets:
Putting Things Right A5 Leaflet English
Putting Things Right A5 Leaflet Welsh
Putting Things Right Large Print English
Putting Things Right Large Print Welsh
Putting Things Right - Information for Children and Young People English
Putting Things Right - Information for Children and Young People Welsh

Find out more by watching the following British Sign Language video. 

Contact Details

The Concerns Office is open at the following times:

Monday 8am to 4pm
Tuesday 8am to 4pm
Wednesday 8am to 6pm
Thursday 8am to 4pm
Friday 8am to 3pm

Please call 029 218 36318 during office hours if you wish to speak with a member of the Concerns Team. You can also fill in our Concerns Form, e-mail the team at concerns@wales.nhs.uk or write to us at Chief Executive, Cardiff and Vale University Health Board, Maes y Coed Road, Llanishen, Cardiff CF14 4HH.

If you would like to communicate with us in British Sign Language (BSL), please use SignVideo.