The first change in almost 15 years, replaces the Putting Things Right system with a new approach called Listening to People. 

In its largest reform to NHS complaints handling and incident reporting for almost 15 years, the Senedd has approved new regulations for investigation in Wales to replace the current Putting Things Right system with a new approach called Listening to People. 

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.

Cabinet secretary for health and social care Jeremy Miles acknowledged that Putting Things Right had let too many people down. He described examples of an “overly bureaucratic and legalistic system”, which had compounded injury and grief.

“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,” he said. 

Four principles 

The reforms are underpinned by four principles ensuring that people who raise concerns are actively listened to and treated with respect, that concerns are investigated proportionately and effectively, that NHS organisations learn from complaints to reduce recurrence, and that leaders provide assurance they are meeting regulatory requirements.

The increase of the redress threshold to £50,000 means that fewer people will need to resort to litigation to claim damages. 

Other improvements include a mandatory offer of listening discussions where NHS organisations will take on board the experience of individuals raising concerns, clear and compassionate communication throughout the process, with complex legal or medical terminology properly explained, and active offers of advocacy and legal support for complainants. 

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.