The change marks the biggest shake‑up of complaints handling and incident investigation in almost 15 years. Ministers say the new approach will make the system more compassionate, less bureaucratic, and easier for patients and families to navigate.
And in a move that sounds like it could have been scripted for BBC satire W1A, the NHS in Wales will no longer be “Putting Things Right” but instead will be “Listening to People.”
A new two‑stage process
The reforms in the new “Listening to People” introduce a two‑stage resolution system. The first stage will focus on early resolution, giving patients and families the chance to have their concerns heard quickly. If issues cannot be resolved at that point, a second stage may involve assessing liability and offering redress of up to £50,000.
Under the new rules, NHS organisations will be required to hold “listening discussions” with complainants, ensuring people feel their experiences are taken seriously. Communication must be clear and compassionate, with complex medical or legal terms explained in plain language. Patients will also be offered advocacy and legal support to help them navigate the process.
The higher redress threshold of £50,000 is designed to reduce the need for lengthy and costly litigation, while mandatory checks will ensure complaints are resolved within set timeframes.
Principles behind the reforms
The system is underpinned by four principles: that people are listened to and treated with respect; that investigations are proportionate and effective; that lessons are learned to prevent mistakes happening again; and that NHS leaders are held accountable for meeting regulatory standards.
Minister: old Putting Things Right system ‘let too many people down’
Cabinet Secretary for Health and Social Care Jeremy Miles said the previous Putting Things Right system had been “overly bureaucratic and legalistic,” compounding injury and grief for too many families.
He added:
“By speaking out you have helped to change the culture of NHS complaint handling to a much more open and supportive system.
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.”
Oversight and delivery
Implementation will be led by NHS Wales Performance and Improvement, with oversight from the Public Services Ombudsman for Wales and Llais, the national patient voice body.
