New Listening to People statutory guidance to improve how NHS Wales responds to concerns
From today, 1 April 2026, NHS Wales will be implementing changes to the way concerns are investigated across Wales.
One of the key changes being introduced is the new Listening to People statutory guidance, replacing the existing Putting Things Right guidance.
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.
This new approach forms part of a national commitment to improve openness, compassion and learning across health services in Wales, and introduce clearer processes and better support for anyone who wishes to speak about their care.
As national commissioners, the NWJCC has a role within the NHS Wales complaints system. While most concerns about care are managed by provider organisations, the NWJCC may receive complaints directly about commissioning policies or Individual Patient Funding Requests and provides input on complaints relating to commissioned services to support learning and improvement across NHS Wales.
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 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 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: “I am pleased to introduce Listening to People, Wales’ new national approach to handling NHS concerns, complaints, incidents and redress. The 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. Putting into practice the principle that every voice matters.
“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.”
Why these changes matter
These new regulations strengthen how NHS Wales learns from concerns and uses patient feedback to make improvements. NHS organisations will be required to show how they act on that learning to make services safer and more responsive.
Carole Bell, Director of Nursing and Quality at NWJCC, said: “Feedback from patients, carers and families is a vital source of learning. Whether concerns come to us directly or through provider organisations, our role as national commissioners is to work with Health Boards, providers and partners to ensure that learning informs the services we commission.
“By sharing insight and themes from concerns, we can support improvement, consistency and safer care across NHS Wales.”
Further information on the Listening to People regulations, including guidance on how to raise a concern, can be found here: Concerns and Complaints - NHS Wales Joint Commissioning Committee