Reports

Professional Referral Form for Independent Health and Social Care Complaints Advocacy.

This form is for professionals who are helping someone make a complaint about the NHS or an NHS service, or a Local Authority Social Care Service. It can also be used if the person is already making a complaint, or if they are doing it for someone else.

A complaint can only be made if the issue/incident happened within the last 12 months (or they’ve been made aware of it in the last 12 months) and hasn’t been investigated previously.

Over the past few months, we’ve heard growing concerns about urology services in West Wales. To understand what this means for you, we launched a project to listen directly to patients -whether in clinics or hospitals. Our aim is simple: learn what’s working well and where things could improve, so services truly meet your needs.

For two weeks in October 2025, we visited urology wards, departments, and clinics across Hywel Dda University Health Board.
We also shared online and paper surveys and posted on social media to make it easy for you to have your say.

This response draws on what we have heard through our engagement activities, complaints advocacy service, and ongoing relationships with communities, professionals and partner organisations across Wales. Our comments are informed by The Health and Social Care We Want – The People’s Principles, which reflect what matters most to people using services.

Our response reflects what we have heard directly and through others, particularly from people who have used our complaints advocacy service to raise a concern about their experience, or the experience of their cared for person, when leaving hospital from all parts of Wales who may need highly specialised care and treatment in England, or who may have been offered treatment in England as part of initiatives such as those to bring down NHS waiting lists for people living in Wales.