The Senedd has approved sweeping reforms to the NHS Wales complaints process, marking the most significant overhaul in nearly 15 years. The new system, called Listening to People, replaces the current Putting Things Right framework and aims to deliver more compassionate, transparent, and timely complaint handling across NHS Wales.
The reform introduces a two-stage resolution process, with the first stage focused on early resolution and the second allowing for an assessment of liability and potential redress of up to £50,000.
The new regulations include:
- A mandatory offer of listening discussions to ensure patients feel heard
- Clear and compassionate communication, with complex terminology explained
- Active offers of advocacy and legal support for complainants
- A redress threshold increases to £50,000, reducing the need for litigation
- Mandatory checks to ensure concerns are resolved within set timeframes
These changes are underpinned by four core principles: respectful listening, proportionate investigation, organisational learning, and leadership accountability.
The updated process will be led by NHS Wales Performance and Improvement, with oversight from the Public Services Ombudsman for Wales and Llais, the national voice for patients and service users.
Jeremy Miles, Cabinet Secretary for Health and Social Care, commented:
“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.
“We have listened and we have responded. This new system will significantly strengthen the existing NHS complaints system, by ensuring complaints can be made easily and they are dealt with in a compassionate, effective and timely manner.”
The reforms aim to build public trust, ensure fair redress, and promote continuous improvement in NHS Wales services.
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