NHS Wales has overhauled its complaints system — here is what has changed for patients in north Wales
A new system for raising complaints about NHS care in Wales came into force on this week, replacing a process that had been in place for almost 15 years.
The Listening to People framework applies across all NHS-funded services in Wales, including GP practices, dental practices and pharmacies, all of which can now be contacted through a single point of access.
Patients in north Wales using services provided by Betsi Cadwaladr University Health Board are covered by the new framework from today.
The new system handles concerns in two stages.
The first is an early resolution stage, with a 10-working-day window for fast resolution where appropriate.
The second is a formal investigation stage, which can include an assessment of whether financial redress should be offered.
The maximum redress available without court involvement has doubled from £25,000 to £50,000.
Every concern must now include a mandatory offer of an in-person, phone or video listening discussion after it has been acknowledged.
NHS organisations are required to acknowledge concerns within five working days and to send outcome letters in plain language.
When harm occurs, there are stronger obligations around immediate apology and clear communication with the patient or family involved.
NHS organisations are also required to show they are learning from complaints to prevent recurrence.
Free independent advocacy and support is available to anyone raising a concern, including through Llais, the independent statutory citizen’s voice body for health and social care in Wales.
Sue Tranka, Chief Nursing Officer for Wales, said:
“I am pleased to introduce Listening to People, Wales’ new national approach to handling NHS concerns, complaints, incidents and redress. The guidance has been shaped with a single purpose in mind: ensuring that every person who raises a concern about their care is treated with dignity, fairness, compassion and respect.”
Ms Tranka said patients and families had told the Welsh Government that raising a concern could be daunting.
“Many people only come forward at moments of distress, uncertainty or loss. Others worry they will not be taken seriously, or that speaking up might affect their future care.”
“I want to reassure you that raising a concern is not only your right — it is an essential part of how we make our NHS safer, fairer and better for everyone. You will not be treated differently for speaking up.”
Jeremy Miles, 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.”
Concerns can be raised with any NHS staff member, in writing or verbally.
People who are not satisfied following an NHS investigation can refer their concern to the Public Services Ombudsman for Wales.
Further information and support is available through Llais at llaiswales.org.
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