Mae angen i'r GIG fod yn agored ac yn onest a derbyn adborth gan gleifion a staff fel "rhodd" i’w chroesawu ac i weithredu arni. Noda'r adroddiad nad yw rhai sefydliadau yn agored bob tro - neu'n cael eu gweld fel eu bod yn agored - a gall hyn arwain at gwynion diangen ac ailadroddus. Mae angen i hyn newid. Rhaid i staff hefyd gael eu grymuso i ymdrin yn gyflym â phryderon yn eu tarddiad.  Mae'n ei gwneud yn glir bod angen i staff gael yr hyfforddiant a'r cymorth angenrheidiol i ymdrin â chwynion yn effeithiol.
The NHS needs to be open and honest and accept feedback from patients and staff as a “gift” which should be embraced and acted upon. The report indicates some organisations may not always be – or be perceived to be – open, which can lead to needless and repetitive complaints. This needs to change. Staff must also be empowered to deal quickly with concerns and at source.  He makes it clear that staff need to have the necessary training and support to deal with complaints effectively.