Listening to People – a change in the way patient concerns are handled in Wales

13 Apr

The NHS complaints system in Wales wasn’t working – so the Welsh government has replaced it with a new approach. Chloe Lazenby, the BTA’s Wales officer, explains how it will work, and how to get the most out of it

Since 2011, the framework for making a complaint to the NHS in Wales about your care has been called Putting Things Right (PTR). The Welsh government, however, has recognised that PTR was an unsatisfactory way of addressing people’s concerns about their care. It launched a consultation paper on how the system could be improved, and now, in response to the results of that consultation, it has introduced a new approach designed to strengthen the NHS complaints system in Wales. This new approach is called Listening to People.

The change in name speaks volumes as many felt that Putting things Right was an unachievable and farfetched claim for those experiencing catastrophic or life-changing harm.

Listening to People puts service users back at the heart of a complaint or concern and promotes compassionate, timely and clear processes.

What does it mean if I’ve received maternity care in Wales?

This new structure will support anyone to raise a concern about the care they have received as long as they do so within 12 months. Initially they will be offered a listening discussion to triage their concern, which should ensure that people are given an opportunity to share their concerns and for next steps to be clearly identified. The concern will then either progress to early resolution or be considered for further investigation. The Welsh government has stated that advocacy support will be provided and stronger learning mechanisms will be in place. However, any concern raised before 1st April 2026 will be dealt with under the PTR scheme.

How can families prepare for these meetings?

We know that many families have not always been met with kindness and compassion when interacting with services and whilst we hope that this new framework will be an opportunity for embedding a trauma-informed approach, it can still be helpful to prepare to achieve the outcome that is right for you. As maternity services are in a state of flux all around the country, it’s important to prepare for these meetings to achieve the outcome that is right for you.

Arranging the meeting

Choose a type of meeting that will suit you best, in person, online or phone
Explain any adaptations you may need prior to the meeting
Contact Llais, the patient advocacy service, for support in the meeting if this would be helpful
Acknowledge that speaking to the setting may be traumatic or triggering and it is okay to cancel or move to a different date if you find yourself feeling overwhelmed.
Ask who will be at the meeting and if you can have a transcript so you know what was agreed and do not feel pressured to take notes

Before the meeting

Prepare a timeline of events clearly highlighting where you feel care was substandard
Explain any impact this has had on your physical or mental health
If you can, identify any learning you think needs to happen as a result of your care

During the meeting

Know that you can stop at any time and have a follow up meeting or phone call
Have some prepared notes so you can refer to them or give them to person to read so you do not have to say part or all of your experience
Make sure you have a safe way to arrive and leave the meeting (ask to be escorted through the hospital if this might be triggering for you)

After the meeting