From 1st April 2026, NHS Wales will be implementing changes to the way concerns are investigated across Wales.

https://abuhb.nhs.wales/about-us/complaints-concerns/

As part of these changes, the long-standing Putting Things Right guidance will be replaced by a new, more person-centred approach, called Listening to People.

These changes are designed to make it easier and quicker for patients, families and carers to raise concerns and / or provide their experience about NHS care.

What’s changing?

The new Listening to People guidance strengthens our commitment to openness, compassion and timely responses. Key changes include:

• A mandatory offer of a listening discussion
  Every concern will now require the offer of an in‑person, phone, or video conversation after acknowledgment, ensuring people feel heard at the earliest stage.
• A new early resolution stage
  A dedicated 10‑working‑day window will allow for timely and compassionate resolution, where appropriate.
• Greater transparency and openness
  Stronger obligations around immediate apology, transparency and clear communication when harm occurs.
• Clear timeframes and communication standards
  Concerns must be acknowledged within five working days and outcome letters must use plain language and be accessible.
• An increased financial redress threshold
  The maximum redress available without court involvement will rise from £25,000 to £50,000.

Everyone has the right to raise a concern about NHS care, and support will be offered from the outset. This includes:

• Access to advocacy (including through Llais, the independent statutory citizen’s voice body for health and social care in Wales)
• Communication support and reasonable adjustments
• Help for people with language needs, disabilities or digital exclusion

Concerns can be raised with any staff member, in writing or verbally.

Leaflet - Listening to People - English (1).pdf

Leaflet - Listening To People - Cymraeg (1).pdf

We value your comments and whether you have a compliment, suggestion or concern we would like to hear from you.

We hope that any concern (complaint) you have can be dealt with immediately by talking to the staff member concerned or their Manager in the first instance.  

However, you can raise your concerns by:

• Completing an online form - Glan Rhyd Surgery Concerns Form – Fill out form
• Phoning the practice on 01495 301210
• Emailing your concerns to practice.manager.w93032@wales.nhs.uk
• Using the QR code below
• Or writing a letter to:

The Practice Manager
Glan Rhyd Surgery
Riverside
Beaufort
Ebbw Vale
Blaenau Gwent
NP23 5NT

The management team  will review the details of your concern and will share with the relevant Department. You will receive a call back within two working days to discuss your concerns in more detail and if possible resolve the concern at this stage