Changes To The NHS Redress Scheme: What You Need To Know
As of 1 April 2026, significant changes have come into force across NHS Wales which marks the most substantial reform to the complaints process in nearly 15 years.
The new system, known as ‘Listening to People’, replaces the previous ‘Putting Things Right’ framework and aims to create a more compassionate, transparent, and efficient approach for patients raising concerns about their care.
Why Have Changes Been Made?
The new system reflects a shift in culture, making it clear that patients and their families who raise concerns are listened to, treated with respect, and fully supported throughout the process.
Rather than viewing complaints defensively, NHS organisations are now encouraged to treat them as opportunities to learn and improve services.
What Are The Key Changes?
The updated framework introduces several important changes.
A two-stage process will be implemented. This requires all complaints to first focus on early resolution, trying to resolve the concerns quickly and informally, followed by a formal investigation stage for more complex cases.
During this formal investigation, the potential financial redress has increased from £25,000 to £50,000. Seeking specialist legal advice can support you through this process, providing expert guidance tailored to your circumstances.
The Health Board will confirm whether a ‘qualifying liability’ exists. This means there must be evidence of a breach of duty – where care or treatment you received fell below acceptable standards – and causation. Causation will need to establish that harm has been caused to the patient as a result of the breach of duty.
Under the new ‘Listening to the People’ framework, there are also mandatory ‘Listening Discussions’, where patients will be offered an early opportunity to discuss their concerns directly with healthcare providers, helping ensure their voice is heard from the outset.
Clear, accessible communication is also a new a requirement, with an emphasis on avoiding overly complex legal or medical language. Taking a more communicative approach means patients will be offered independent advocacy services, and the NHS organisations will have to adhere to set, transparent timescales.
One of the most practical improvements is the introduction of a single point of access for complaints. Patients can now raise concerns about any NHS-funded service in Wales, whether that relates to hospitals, GPs, dentists or pharmacies, without confusion about where to direct their complaint.
What Happens If You’re Not Satisfied?
If a concern is not resolved satisfactorily, patients still have the option to escalate matters to the Public Services Ombudsman for Wales.
In some cases, particularly where serious harm or medical negligence is involved, legal advice would be appropriate to explore further options. JCP Solicitors can provide expert legal advice and guidance on medical negligence, tailored to your circumstances.
What Does This Mean for Patients?
These reforms represent a significant step forward in how complaints are handled in NHS Wales. By focusing on early resolution, clearer communication, and meaningful engagement, the system aims to reduce stress for patients while improving outcomes.
However, while the process has been strengthened, it remains important for individuals to understand their rights: particularly where there may be grounds for a clinical negligence claim.
How We Can Help
At JCP Solicitors, we understand that raising concerns about medical care can be a sensitive and often overwhelming experience.
If you are considering making a complaint or are unsure whether your situation may require legal advice, our specialist team can guide you through your options and help ensure your voice is heard. For expert legal advice and guidance, contact Nick O’Neill, Director and Head of Medical Negligence on 02920 391917 or email nick.o'neill@jcpsolicitors.co.uk.