From April 2026, all NHS concerns and complaints are handled under the ‘Listening to People’ approach. This ensures your concerns are heard, understood, and responded to with compassion.

‘Listening to People’ is the national NHS Wales approach to handling concerns and complaints.

It focuses on openness, compassion, and learning from patient experiences.

When you raise a concern, you can expect:

• To be listened to and treated with dignity and respect
• Your concerns to be taken seriously
• Clear explanations and honest communication
• Support throughout the process
• Services to learn and improve from your experience

Please follow the link below to find out more: 

Listening to People - The NHS Wales Complaints, Incidents and Redress Process: People’s Guidance