Person-centred approach launching today marks biggest reform of the way complaints are handled in almost 15 years, says government.
A new system for raising concerns about NHS care in Wales comes into force today (April 1, 2026). Under the title ‘Listening to People’, it aims to be more compassionate and person-centred than the system it succeeds (called ‘Putting Things Right’).
Photo by Natanael Melchor / Unsplash
Listening to People introduces a two-stage process to complaint handling. First, there’s the early resolution stage, focused on quickly understanding and resolving concerns. If needed, there is then a formal investigation stage, which can include an assessment of whether redress of up to £50,000 can be offered.
The new system has been shaped in consultation with the public about their experience of complaining to the NHS. Among the changes are a mandatory offer of a listening discussion at the start of the process, and active offers of advocacy and support throughout the process. The new system also promises clear and accessible communication, with complex legal or medical terminology properly explained, and there will be mandatory checks that concerns are resolved within set timeframes.
Underpinning all this are four core principles: that people who raise concerns are listened to and treated with respect; that concerns are investigated proportionately and effectively; that NHS organisations learn from such complaints to problems are not repeated; and that NHS leaders demonstrate that they are meeting regulatory requirements under the new system.
Free independent advocacy and support for those making a complaint about the NHS in Wales is available through Llais. Anyone who remains dissatisfied following an NHS investigation can refer their concern to the Public Services Ombudsman for Wales.
Jeremy Miles MS, Cabinet Secretary for Health and Social Care, says: ‘The NHS works hard to ensure the best possible care is available for everyone, but we know that sometimes things can and do go wrong. This improved system will significantly strengthen the existing NHS concerns process, ensuring complaints can be made easily and are dealt with in a compassionate, effective and timely manner.
‘People can raise concerns with any NHS-funded service in Wales, including GP practices, dental practices and pharmacies, through a single point of access.’
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