Wales Approves Major NHS Complaints System Overhaul

The Senedd has approved groundbreaking changes to how NHS complaints are handled in Wales 📋✨

The current “Putting Things Right” system will be replaced by a new approach called “Listening to People” – marking the biggest reform to NHS complaints handling in almost 15 years.

The new two-stage process will focus on early resolution, with the second stage potentially including an assessment of liability and redress offers of up to £50,000.

Key improvements include:

• Mandatory “listening discussions” where NHS organisations hear directly from people raising concerns
• Clear, compassionate communication with complex terminology properly explained
• Active offers of advocacy and legal support
• Increased redress threshold to £50,000, meaning fewer people will need costly litigation
• Mandatory checks that concerns are resolved within set timeframes

Cabinet Secretary for Health and Social Care Jeremy Miles acknowledged the previous system’s failings, describing examples of an “overly bureaucratic and legalistic system, which has compounded injury and grief”.

He thanked those who shared their experiences: “By speaking out you have helped to change the culture of NHS complaint handling to a much more open and supportive system.”

“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.”