April 01, 2026 - 171 views
A major change to how complaints about NHS care are handled has come into force across Wales today, including in North Wales, in what is being described as the biggest reform in nearly 15 years.
The new system, called “Listening to People,” replaces the previous “Putting Things Right” process and aims to make it easier and more supportive for patients and families to raise concerns about their care.
Under the changes, people using NHS services—from hospitals to GP surgeries, dentists and pharmacies—will now go through a simpler, two-stage process. The first stage focuses on early resolution, giving patients the chance to talk through their concerns and have them addressed quickly. If needed, a second stage allows for a more formal investigation, which could include compensation of up to £50,000 in some cases.
Health leaders say the new approach is designed to be more compassionate and easier to understand. Patients will now be offered a “listening discussion” at the very start, giving them the opportunity to explain their concerns in their own words. There will also be clearer communication throughout, with less jargon and more straightforward explanations—something many people across North Wales have previously said was lacking.
Support will also be more accessible. Free, independent help is available through Llais, ensuring people are guided through the process if they need it.
The reforms have been shaped by feedback from patients and families, including those in North Wales who have shared their experiences of raising concerns about care. The aim is not only to resolve issues more quickly, but also to make sure lessons are learned to improve services in the future.
Jeremy Miles, Cabinet Secretary for Health and Social Care, said while the NHS works hard to deliver the best care possible, there are times when things go wrong. He said the new system will help ensure concerns are dealt with in a more compassionate, timely and effective way.
If people are still unhappy after their concern has been investigated, they can take their case to the Public Services Ombudsman for Wales for further review.
With thousands of people across North Wales relying on NHS services every day, the changes are aimed at making sure every voice is heard—and that concerns are taken seriously, quickly and fairly.
