Introducing 'Listening to People' - the New Patient Concerns Approach for NHS Wales

Friday 20th March 2026

From 1st April 2026, revised regulatory arrangements for managing concerns and complaints arising from NHS‑funded care will come into force.

As part of these changes, the long‑standing Putting Things Right guidance will be replaced by a new, more person‑centred approach called Listening to People.

Welsh Government announced that the NHS complaints process in Wales will be “significantly strengthened” after the Senedd approved the regulations in October.

This shift marks an important step forward in how staff throughout NHS Wales respond to concerns, support individuals and families and learn from experiences across our services.

What’s changing?

The new Listening to People framework strengthens our commitment to openness, compassion and timely responses.

Key changes include:

• A mandatory offer of a listening discussion
  Every concern will now require an in‑person, phone, or video conversation after acknowledgment, ensuring people feel heard at the earliest stage.

• A new early resolution stage
  A dedicated 10‑working‑day window will allow for fast and compassionate resolution where appropriate.
• Greater transparency and openness
  Stronger obligations around immediate apology, transparency and clear communication when harm occurs.
• Clear timeframes and communication standards
  Concerns must be acknowledged within 5 working days, and outcome letters must use plain language and be accessible.
• An increased financial redress threshold
  The maximum redress available without court involvement will rise from £25,000 to £50,000.

These changes are designed to support a more empathetic and responsive system which ensures individuals feel listened to, valued and respected throughout the process.

Further information will be available on health board communication channels in the coming weeks.