English: I thank the Member for Ogmore for bringing this debate before the Senedd and for the level of detail, the difficult detail, that he's provided in setting out how the family of his constituents feel. No-one could have listened to what has just been said and fail to be moved and concerned. It's a reminder, if ever one was needed, that complaints processes are hugely important. The way that people are treated during healthcare, and then, if there is a subsequent complaint, how that process is managed, does have a significant and lasting impact on patients and their families. It sets out why we need to get them right - to make sure that, if there is a complaint, we get it right. This family clearly had a poor experience of NHS care and then the NHS complaints process, and the difficulties and frustrations they experienced in many ways underline and perhaps exemplify why we have sought to fundamentally change the way that NHS concerns and complaints are dealt with in Wales. The original complaint was made in 2006. At the time, the NHS procedure for complaints was completely different from the one we have in place now, with a number of different stages and without what we now expect to be a patient-centred focus. In 2011, when I was first elected, so I can't take credit for it, the introduction of the 'Putting Things Right' process introduced a complete overhaul of the way NHS Wales complaints and concerns are dealt with, and how families and patients must be engaged in the process. If that had happened here, from 2006 onwards, I think there'd be a different conversation the Member would have had with his constituents. This has represented a significant change, obviously, in process, but a significant cultural change for NHS Wales in the way that they respond to concerns, complaints and serious incidents. In particular, we tried to deliberately introduce a strong focus on openness and honesty. Being open is a central theme to 'Putting Things Right', and it operates on the basis of investigate once and investigate well. 'Putting Things Right' also requires the involvement of the patient or their representative in the concerns process to try to ensure that the basis of those concerns is properly understood and the result of the concerns investigation is then clearly communicated and explained. NHS providers must also advise complainants of the availability of advocacy services that can guide and support them through the complaints process.
Welsh: Diolch i'r Aelod dros Ogwr am ddod â'r ddadl hon gerbron y Senedd ac am lefel y manylder, y manylion anodd, y mae wedi'u darparu wrth nodi sut y mae teulu ei etholwyr yn teimlo. Ni allai neb fod wedi gwrando ar yr hyn sydd newydd gael ei ddweud heb gael eu cyffwrdd a'u brawychu. Mae'n ein hatgoffa, os bu angen erioed, fod prosesau cwyno yn eithriadol o bwysig. Mae'r ffordd y caiff pobl eu trin yn ystod gofal iechyd, ac ar ôl hynny, os oes cwyn, sut y rheolir y broses honno, yn effeithio'n sylweddol a pharhaol ar gleifion a'u teuluoedd. Mae'n nodi pam y mae angen inni eu cael yn iawn - er mwyn sicrhau, os oes cwyn, ein bod yn gwneud pethau'n iawn. Mae'n amlwg fod y teulu hwn wedi cael profiad gwael o ofal y GIG a phroses gwyno'r GIG wedyn, ac mae'r anawsterau a'r rhwystredigaethau a brofwyd ganddynt mewn sawl ffordd yn tanlinellu ac efallai'n enghraifft o'r rheswm pam ein bod wedi ceisio newid yn sylfaenol y ffordd yr ymdrinnir â phryderon a chwynion y GIG yng Nghymru. Gwnaed y gŵyn wreiddiol yn 2006. Ar y pryd, roedd gweithdrefn y GIG ar gyfer cwynion yn gwbl wahanol i'r un sydd gennym ar waith yn awr, gyda nifer o wahanol gamau a heb yr hyn rydym yn awr yn disgwyl iddo fod yn ffocws sy'n canolbwyntio ar y claf. Yn 2011, pan gefais fy ethol gyntaf, felly ni allaf dderbyn y clod amdano, roedd y broses 'Gweithio i Wella' yn ailwampio'n llwyr y ffordd yr ymdrinnir â chwynion a phryderon GIG Cymru, a sut y mae'n rhaid cynnwys teuluoedd a chleifion yn y broses. Pe bai hynny wedi digwydd yma, o 2006 ymlaen, credaf y byddai'r Aelod wedi cael sgwrs wahanol gyda'i etholwyr. Mae hyn wedi bod yn newid sylweddol yn y broses, yn amlwg, ond mae'n newid diwylliannol sylweddol i GIG Cymru yn y ffordd y maent yn ymateb i bryderon, cwynion a digwyddiadau difrifol. Yn benodol, rydym wedi mynd ati'n fwriadol i geisio cyflwyno ffocws cryf ar fod yn agored ac yn onest. Mae bod yn agored yn thema ganolog yn 'Gweithio i Wella', ac mae'n gweithredu ar sail ymchwilio unwaith ac ymchwilio'n dda. Mae 'Gweithio i Wella' hefyd yn galw am gynnwys y claf neu ei gynrychiolydd yn y broses ar gyfer lleisio pryderon er mwyn ceisio sicrhau bod sail y pryderon hynny wedi ei deall yn iawn a bod canlyniad yr ymchwiliad i bryderon yn cael ei gyfleu a'i esbonio'n glir yn sgil hynny. Hefyd, rhaid i ddarparwyr y GIG roi gwybod i achwynwyr fod gwasanaethau eirioli ar gael a all eu harwain a'u cefnogi drwy'r broses gwyno.