The new approach is designed to make raising a concern easier, more compassionate and more focused on listening to what matters to you.

When you raise a concern:

• your concern should be acknowledged within 5 working days
• you will be offered a Listening Discussion
• you can explain what happened, what matters most to you and what outcome you are hoping for
• you can ask for reasonable adjustments or language support
• you can have a friend, family member or advocate support you
• free independent advocacy support is available through Llais
• we will explain what will happen next and keep you informed

Raising a concern will not affect the care you receive from us.

After your concern has been acknowledged, you will be offered the opportunity to have a Listening Discussion.

This can take place by telephone, video call or face-to-face, depending on what is appropriate and agreed with you.

The discussion gives you an opportunity to:

• explain what happened in your own words
• tell us what matters most to you
• explain what you would like to happen as a result of your concern
• ask questions about the process
• discuss whether Early Resolution or a more detailed investigation is appropriate
• tell us about any support, advocacy or reasonable adjustments you need

You do not have to take part in a Listening Discussion if you do not wish to. Your concern can still be considered.

Early Resolution focuses on understanding what has happened and identifying practical actions that may resolve your concern without the need for a lengthy investigation.

This may include:

• checking facts or records
• providing an explanation
• correcting an error or misunderstanding
• taking practical action to resolve an issue
• providing an apology where appropriate
• agreeing changes or learning from what has happened

Early Resolution should take no longer than 10 working days from the date your concern is acknowledged.

If the concern cannot be resolved satisfactorily through Early Resolution, it can move to Stage 2.

A Stage 2 investigation may be appropriate if Early Resolution has not resolved your concern, if you do not wish to use Early Resolution, or if the nature of your concern means that a detailed investigation is required from the outset.

We will explain:

• how your concern will be investigated
• who will be responsible for dealing with it
• the expected timeframe for the investigation
• what information or records may be required
• when you can expect an initial response

More complex investigations can take longer. If timescales change, we will keep you informed.

Once the investigation has been completed, you should receive a clear response explaining the findings, any actions being taken and any learning identified.

Where appropriate, you may also be offered a further meeting to discuss the outcome.

When dealing with your concern, we will aim to:

• listen to you and treat you with dignity, fairness and respect
• communicate clearly and compassionately
• give you a clear point of contact
• respect your communication and language preferences
• offer reasonable adjustments where required
• provide clear information about what will happen next
• apologise where things have gone wrong
• learn from concerns and use them to improve services
• explain how you can seek further review if you remain dissatisfied

You should raise your concern as soon as possible so that it can be looked into effectively.

Normally, concerns should be raised within 12 months of the event you are concerned about.

If more than 12 months have passed, your concern may still be considered where there is a good reason for the delay.

If you would like independent support to raise a concern, Llais provides a free and independent complaints advocacy service.

Llais can help you understand the process, explain your options, prepare your concern and support you during the complaints process.

📞 02920 235 558
✉️ [email protected]

The NHS Duty of Candour is a legal requirement for NHS organisations in Wales to be open and transparent when someone experiences harm while receiving healthcare.

Where the Duty of Candour applies, NHS organisations are required to:

• be open and honest about what has happened
• explain the incident to the person affected
• apologise and provide appropriate support
• investigate what happened
• learn from the incident
• take steps to reduce the risk of something similar happening again

You do not need to make a separate request for the Duty of Candour process to apply.

Concerns raised up to and including 31 March 2026 continue to be handled under the previous Putting Things Right process.

Concerns raised from 1 April 2026 onwards are handled under Listening to People.

The NHS operates a zero-tolerance approach towards violence, threats, intimidation and abusive behaviour.

We understand that people may be upset or distressed when raising a concern, and this will be treated with compassion and understanding. However, violence, threats or abusive behaviour towards staff, patients or visitors will not be accepted.

Appropriate action may be taken where behaviour places staff or other patients at risk.