Welsh Government announces Senedd approval of new regulations to improve NHS complaints process
The Welsh Government has announced that the Senedd has approved new regulations to reform the National Health Service (NHS) complaints process in Wales. The changes replace the existing ‘Putting Things Right’ system with a new approach, ‘Listening to People’, which introduces a two-stage complaints resolution process. The first stage focuses on early resolution, while the second stage may involve assessing liability and determining whether redress of up to £50,000 should be offered. Key improvements include: (1) a mandatory offer of listening discussions; (2) clearer communication requirements; (3) active offers of advocacy and legal support for complainants; (4) an increased redress threshold of £50,000; and (5) mandatory checks to ensure concerns are resolved within set timeframes. The reforms are underpinned by four core principles: active listening, proportionate investigation, organisational learning and leadership assurance. NHS Wales Performance and Improvement will lead implementation of the updated process, with oversight from the Public Services Ombudsman for Wales and Llais.