The biggest reform of how concerns about NHS care are handled in almost 15 years has come into force across Wales today, introducing a new, more compassionate system designed to put patients at the heart of the process.
The new framework, known as Listening to People, replaces the previous Putting Things Right process and aims to ensure concerns are addressed more quickly, transparently and sensitively, while helping the NHS learn from patient feedback.
Listening to People introduces a two‑stage process designed to resolve issues as early and fairly as possible:
- Early Resolution Stage – focused on listening, understanding concerns and resolving issues quickly where appropriate.
- Formal Investigation Stage – used when matters cannot be resolved early and may include consideration of financial redress of up to £50,000 in eligible cases.
Officials say the reform shifts the emphasis away from adversarial processes and towards open dialogue, understanding and improvement.
The new system has been designed around people’s real experiences of raising concerns with the NHS. Key changes include a mandatory offer of a listening discussion at the very start of the process, active offers of advocacy and support throughout, helping people understand their options, as well as clear, accessible communication, with medical or legal terminology explained properly. Following this, mandatory checks will ensure concerns are resolved within agreed timeframes.
The aim is to reduce stress for those raising concerns and ensure no one feels ignored or confused while navigating the system.
The Listening to People framework is built around four guiding principles:
- People who raise concerns are listened to and treated with respect
- Concerns are investigated proportionately and effectively
- NHS organisations learn from complaints to reduce repeat issues
- NHS leaders provide assurance they are meeting regulatory requirements
These principles are intended to embed a culture of openness, accountability and continuous improvement across NHS services in Wales.
Under the new system, people can raise concerns about any NHS‑funded service in Wales through a single point of access. This includes:
- GP practices
- Dental practices
- Pharmacies
- Hospital and community NHS services
The change is designed to make the process simpler and remove confusion about where concerns should be directed.
The reforms represent a significant shift towards viewing complaints as opportunities for learning rather than blame.
Jeremy Miles, Welsh Cabinet Secretary for Health and Social Care, said:
“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.”
With Listening to People now live, Wales becomes one of the first UK nations to overhaul NHS complaints handling in a way that places listening, fairness and early resolution at its core.
Image credit: iStock
