A new system has come into effect in Wales aimed at strengthen the complaints process.

Listening to People replaces the Putting Things Right process with a more compassionate, person-centred approach. This is the biggest reform of how complaints are handled in almost 15 years.

The new system introduces a two-stage process – an early resolution stage focused on quickly understanding and resolving concerns and a formal investigation stage, which if needed, could include an assessment of whether redress of up to £50,000 can be offered.

Changes include a mandatory offer of a listening discussion at the start of the process and active offers of advocacy and support throughout the process. There will also be clear and accessible communication, with complex legal or medical terminology properly explained and mandatory checks that concerns are resolved within set timeframes.

The reforms are underpinned by four core principles – people raising concerns are listened to and treated with respect; concerns are investigated proportionately and effectively; NHS organisations learn from complaints to reduce recurrence; and leaders provide assurance they are meeting regulatory requirements.

People can raise concerns with any NHS-funded service in Wales, including GP practices, dental practices and pharmacies.

Cabinet Secretary for Health and Social Care Jeremy Miles said: "The NHS works hard to ensure the best possible care is available for everyone, but we know that sometimes things can and do go wrong.

"This improved system will significantly strengthen the existing NHS concerns process, ensuring complaints can be made easily and are dealt with in a compassionate, effective and timely manner."