The Senedd has announced new regulations aimed at strengthening the NHS complaints process in Wales.

The changes will replace the current Putting Things Right system with a new approach called Listening to People.

This is the biggest reform to NHS complaints handling and incident investigation in Wales for almost 15 years.

There will now be a two-stage complaints resolution process, with the first stage focussing on early resolution and the second stage possibly including an assessment of liability and whether redress of up to £50,000 should be offered.

Improvements include a mandatory offer of listening discussions where NHS organisations will take on board the experience of individuals raising concerns; clear and compassionate communication throughout the process, with complex legal or medical terminology properly explained; and active offers of advocacy and legal support for complainants.

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.

“We have listened and we have responded. This new system will significantly strengthen the existing NHS complaints system, by ensuring complaints can be made easily and they are dealt with in a compassionate, effective and timely manner."