Listening to People is the national framework for handling NHS complaints, incidents, and redress in Wales. Replacing the older Putting Things Right system, it guarantees you the right to an in-person or virtual listening discussion, faster early resolutions, clear plain-language updates, and increased financial redress without court involvement.
Under the Listening to People Regulations a concern should be notified no later than 12 months from:
- The date on which the concern occurred, or
- from the date the person realised they had a concern.
A concern cannot be looked into if 3 years or more have passed from the date the person became aware of the matter. Sometimes there are exceptions to the rule and if you are in any doubt, please contact the People's Experience team to discuss.
Listening Discussion
On receipt of a concern, we will offer the person who has raised the concern the opportunity for an In-Person ‘Listening discussion’. This is your opportunity to explain what happened and what matters most to you. We understand that retelling experiences can be distressing. You only need to share what you feel able to. Staff should work sensitively with you to avoid unnecessary repetition.
You may:
- bring a friend, family member or advocate
- ask for reasonable adjustments or language support
- take breaks or pause the discussion if needed
Stage 1 - Early Resolution
Early resolution must always be considered and offered, where appropriate before moving to the second stage (which is an investigation stage).
You will be asked during the listening discussion as to whether you consent to early resolution being attempted. You are able to accept or decline the offer. Early resolution is often a much swifter process and enables staff to act on the issues raised in the listening discussion and resolve them in a timely manner.
Early resolution consists of fact and records checking, to understand what has happened or what the causes may be in relation to the concern raised. We will focus on taking the actions needed to address the issues you raised and achieve the outcome discussed during the listening meeting. This will include a sincere apology for any distress or harm caused.
Stage 2 - Formal concern/complaint
Stage 2 or the investigation stage is usually reached when stage 1 or early resolution has been explored and has been unsuccessful or if you preferred not to use early resolution. Sometimes we may also decide from the start that early resolution isn’t the best option for your concern. At this stage, we take a closer, more detailed look to understand what happened and how we can help resolve your concern.
You should be given an estimated length of time for the initial investigation to be concluded and when you can expect the initial response summarising the findings, actions to be taken and next steps.
Further information can be found on the Listening to People – People's Guidance here: Listening to People - The NHS Wales Complaints, Incidents and Redress Process: People’s Guidance
