NHS Wales complaints handling to be overhauled
A major overhaul of the NHS complaints system in Wales has been approved by the Senedd, introducing a new two-stage process aimed at faster, fairer resolution for patients.
The changes will replace the existing ‘Putting Things Right’ system with a new approach called ‘Listening to People’, marking the biggest reform to NHS complaints handling and incident investigation in nearly 15 years.
The new model introduces a two-stage process. The first stage focuses on early resolution, while the second may include an assessment of liability and whether redress of up to £50,000 should be offered.
Key improvements include:
-A mandatory offer of listening discussions where NHS organisations take on board the experiences of people raising concerns.
-Clear and compassionate communication throughout the process, with complex legal or medical terms properly explained.
-Active offers of advocacy and legal support for complainants.
-An increase in the redress threshold to £50,000.
-Mandatory checks that concerns have been resolved within set timeframes.
The reforms are based on four core principles: ensuring people who raise concerns are listened to and treated with respect, that issues are investigated proportionately and effectively, that NHS organisations learn from complaints, and that leaders provide assurance they are meeting regulatory requirements.
The increase in the redress limit means fewer people will need to pursue legal action to claim damages.
NHS Wales Performance and Improvement will lead implementation of the new process, overseen by the Public Services Ombudsman for Wales and Llais.
Cabinet Secretary for Health and Social Care Jeremy Miles said the outgoing system had let too many people down. He described examples of an “overly bureaucratic and legalistic system, which has compounded injury and grief”.
He thanked those who shared their experiences during the consultation, saying:
“By speaking out you have helped to change the culture of NHS complaint handling to a much more open and supportive system.”
“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 new regulations will come into force following implementation by NHS Wales, with oversight continuing from the Ombudsman and Llais.
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