The biggest change to NHS Wales complaints in 15 years starts today
A new system for raising complaints about NHS care in Wales has come into force today, replacing a process that had been in place for almost 15 years.
The Listening to People framework took effect from Wednesday 1 April, replacing the Putting Things Right complaints process across all NHS-funded services in Wales.
That includes 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.
Under the new system, complaints are handled in two stages.
The first is an early resolution stage, aimed at quickly understanding and resolving concerns.
The second is a formal investigation stage, which can include an assessment of whether financial redress of up to £50,000 should be offered.
The Welsh Government said the changes were shaped by people’s direct experience of complaining to the NHS.
Mandatory requirements under the new system include a listening discussion at the start of any complaint, active offers of independent advocacy and support throughout the process, and checks that concerns are resolved within set timeframes.
NHS organisations are also required to show they are learning from complaints to prevent recurrence.
The reforms are underpinned by four core principles: that people raising concerns are listened to and treated with respect; that complaints are investigated proportionately; that NHS organisations learn from them; and that leaders provide assurance they are meeting regulatory requirements.
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.”
People who are not satisfied following an NHS investigation can refer their concern to the Public Services Ombudsman for Wales.
Free independent advocacy and support is available through Llais at llaiswales.org.
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