Jeremy Miles (Image: Welsh Government)
Last Updated: 1 hour ago
A new system designed to transform the way concerns about NHS care are handled has gone live across Wales today.
The reforms – the most significant changes to NHS complaints handling in almost 15 years – replace the existing Putting Things Right framework with a revamped process called Listening to People.
What’s changing?
At the heart of the new system is a shift towards a more compassionate, person-centred approach. Anyone raising a concern will now be offered a listening discussion at the very start of the process, with active offers of advocacy and support provided throughout.
The system operates across two stages. The first focuses on early resolution – working to understand and address concerns quickly. Where that is not sufficient, a formal investigation stage follows, which can include an assessment of whether redress of up to £50,000 may be offered.
NHS bodies will also be required to ensure communication is clear and accessible, with complex medical or legal terminology properly explained, and mandatory checks will be carried out to ensure concerns are resolved within set timeframes.
Shaped by public experience
The changes have been developed based on the real experiences of people who have previously raised complaints with the NHS in Wales.
Four core principles underpin the new framework – that people raising concerns are listened to and treated with respect, that investigations are proportionate and effective, that NHS organisations learn from complaints to prevent recurrence, and that leaders provide assurance they are meeting regulatory requirements.
Ministerial response
Cabinet Secretary for Health and Social Care Jeremy Miles 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.”
How to raise a concern
Concerns can be raised with any NHS-funded service in Wales – including GP practices, dental practices and pharmacies – through a single point of access. Free independent advocacy and support is available through Llais at www.llaiswales.org.
Anyone who remains dissatisfied following an NHS investigation can refer their concern to the Public Services Ombudsman for Wales.
