From today, 1st April 2026, NHS Wales will be implementing changes to the way concerns are investigated across Wales.

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.

These changes are designed to make it easier and quicker for patients, families and carers to raise concerns and / or provide their experience about NHS care.

What’s changing?

The new Listening to People guidance strengthens our commitment to openness, compassion and timely responses. Key changes include:

• A mandatory offer of a listening discussion
  Every concern will now require the offer of 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 timely 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 five 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.

Everyone has the right to raise a concern about NHS care, and support will be offered from the outset. This includes:

• Access to advocacy (including through Llais, the independent statutory citizen’s voice body for health and social care in Wales)
• Communication support and reasonable adjustments
• Help for people with language needs, disabilities or digital exclusion

Concerns can be raised with any staff member, in writing or verbally.

Sue Tranka, Chief Nursing Officer for Wales, said: “This guidance has been shaped with a single purpose in mind: ensuring that every person who raises a concern about their care is treated with dignity, fairness, compassion and respect.

“Across Wales, patients, families and carers have told us that raising a concern can be daunting. Many people only come forward at moments of distress, uncertainty or loss. Others worry they will not be taken seriously, or that speaking up might affect their future care.

“I want to reassure you that raising a concern is not only your right - it is an essential part of how we make our NHS safer, fairer and better for everyone. You will not be treated differently for speaking up. Instead, your voice will help us improve the care we provide.”

The Keeping Well Service

If you are a patient on a waiting list for treatment, or know someone who needs support whilst they wait, the Keeping Well Service can help. The team provides support and advice on managing your health, as well as signposting to appropriate services.