Listening to People explained

What is Listening to People?

Listening to People is the name of the NHS Wales framework for dealing with complaints, patient-safety concerns, investigations and redress where appropriate.

It was introduced on 1 April 2026 as a more person-centred replacement for Putting Things Right. The changes were intended to put greater emphasis on listening, compassionate communication, advocacy, clearer explanations and learning when something has gone wrong.

Stage 1 — Listen and Act

The first stage focuses on understanding what the person raising the concern says happened, the effect it has had, the questions they want answered and what outcome they are seeking.

The NHS organisation must offer a listening discussion. That discussion can take place face to face, by telephone or by video.

The discussion can help clarify:

• what happened from the person’s perspective;
• which parts of the care are being questioned;
• what information or explanation is being sought;
• what effect the events have had;
• what outcome the person would like the NHS to consider; and
• whether the concern may be capable of early resolution.

Where early resolution is appropriate, the NHS organisation has 10 working days from acknowledging the concern to try to resolve it.

What is early resolution?

Some concerns can be addressed without a lengthy formal investigation. For example, the issue may involve an explanation that has not previously been given, communication that needs correcting, information that can be provided or an action the service can take promptly.

Early resolution is intended for concerns that can genuinely be addressed at that stage. More serious, disputed or complex matters may require formal investigation instead.

Stage 2 — Investigate, Respond and Learn

Where early resolution is not appropriate or does not resolve the concern, the matter can proceed to formal investigation.

A formal investigation should be given an expected timeframe based on its complexity: 30, 60, 90 or 120 days. The person raising the concern should be told the expected timeframe and kept updated if it changes.

The investigation may examine records, the care provided, the accounts of relevant staff and other available evidence. The person raising the concern should be told how the investigation will be handled and should receive an explanation of its outcome.

Where the investigation identifies possible harm resulting from a failure in care, the NHS organisation may also have to consider whether the redress arrangements apply.

Advocacy and support

Independent complaints advocacy is available through Llais. Llais can help someone understand the process, organise their concerns and communicate what matters to them.

Listening to People also places emphasis on actively offering advocacy and support rather than expecting people to discover those services themselves.

What happens if redress may apply?

Redress is a separate part of the NHS Wales arrangements. It can become relevant where the investigation indicates that there may be a qualifying legal liability arising from the care.

Where the scheme applies, further consideration may be given to issues such as breach of duty, whether that breach caused harm, the consequences of the harm and what form of redress may be appropriate.

What happened to Putting Things Right?

Putting Things Right was replaced for new concerns from 1 April 2026.

Is Listening to People a clinical negligence claim?