Listening to People: NHS Wales complaints, incidents and redress process (1 April 2026)

Summary

Patients, service users, their loved ones and carers have the right to raise concerns about the care they receive under the NHS in Wales. This can be done through the Listening to People NHS Wales Complaints, Incidents, and Redress process. Raising a concern can be difficult and distressing. People often come forward because something has had a real impact on them or their loved ones.

This guidance explains what support you can expect and what will happen when you raise a concern. A concern can include a complaint, patient-safety incident or any other issue relating to an organisation’s health services. Responsible bodies, which are organisations that are legally responsible for your care, have a duty to listen to, act on, investigate and respond to concerns, and to learn from them to improve care and reduce the risk of harm re-occurring in the future. Responsible bodies can be an NHS organisation, a GP practice, dental practice or an Independent Provider delivering NHS funded care.

Raising a concern often follows upsetting or traumatic experiences and NHS organisations in Wales aim to respond in ways that are compassionate, respectful and sensitive to the impact on you and your loved ones. 

Further reading on the hub:

• How to make a complaint