Revised NHS Wales complaints system comes into force

A strengthened system for raising concerns about NHS care in Wales comes into force today, marking the biggest reform of how complaints are handled in almost 15 years.

‘Listening to People’ replaces the ‘Putting Things Right’ process with a more “compassionate, person-centred approach”.

The new system introduces a two-stage process, comprised of an early resolution stage focused on quickly understanding and resolving concerns, followed by a formal investigation stage.

The formal investigation stage can, if needed, include an assessment of whether redress of up to £50,000 can be offered.

Key changes, which have been shaped by the public’s experience of complaining to the NHS, include:

• A mandatory offer of a listening discussion at the start of the process
• Active offers of advocacy and support throughout the process
• Clear and accessible communication, with complex legal or medical terminology properly explained
• Mandatory checks that concerns are resolved within set timeframes

The reforms are underpinned by four core principles; people raising concerns are listened to and treated with respect; concerns are investigated proportionately and effectively; NHS organisations learn from complaints to reduce recurrence; and leaders provide assurance they are meeting regulatory requirements.

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.”

People can raise concerns with any NHS-funded service in Wales, including GP practices, dental practices and pharmacies, through a single point of access.

People who are dissatisfied following an NHS investigation can refer their concern to the Public Services Ombudsman for Wales.

Free independent advocacy and support is available through Llais.