
October 15, 2025 - 152 views
The NHS complaints process in Wales will be significantly strengthened after the Senedd approved new regulations today.
The changes will replace the current 'Putting Things Right' system with a new approach called Listening to People marking the biggest reform to NHS complaints handling and incident investigation in Wales for almost 15 years.
The new system introduces a two-stage complaints resolution process. The first stage focuses on early resolution and the second stage may include an assessment of liability and whether redress of up to £50,000 should be offered.
Key improvements include mandatory listening discussions, clear communication, advocacy and legal support for complainants, raising the redress threshold, and ensuring prompt resolution of concerns. The reforms focus on actively listening to concerns, investigating them effectively, learning from complaints, and meeting regulatory requirements.
The increase of the redress threshold to £50,000 means fewer people will need to resort to costly litigation to claim damages. NHS Wales Performance and Improvement will lead the implementation of the updated process, with oversight provided by the Public Services Ombudsman for Wales and Llais.
Cabinet Secretary for Health and Social Care Jeremy Miles acknowledged that Putting Things Right had let too many people down, describing examples of an "overly bureaucratic and legalistic system, which has compounded injury and grief".
He thanked all those who responded to the consultation and shared their personal experiences, 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.