Raising a concern about your healthcare

You have the right to raise concerns about the care you receive under the NHS in Wales. From April 1st 2026. this can be done through the Listening to People NHS Wales Complaints, Incidents, and Redress process.

Any concerns raised before April 1st 2026 will continue to be handled using the Putting Things Right process.

A concern can include a complaint, patient-safety incident, or any other issue relating to an organisation’s health services.

Organisations can be:

• Health Boards and Trusts (find out who and where these are)
• GP practices
• Dental practices
• Independent Providers delivering NHS funded care

These are also called Responsible Bodies. They 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 happening again in the future.

Support with raising a concern

We understand that raising a concern can be difficult and distressing, often following an upsetting or traumatic experience. Sometimes, it can be hard to know what to do or how to express yourself. To help you with raising a concern, there are organisations and people in place in Wales to support you. These include:

Llais

Llais is the national, independent body set up by the Welsh Government to give the people of Wales a stronger voice in their health and social care services. They can provide individual support to make a complaint via their Complaints Advocacy Service. More information about Llais

Healthcare Inspectorate Wales (HIW)

HIW is the independent regulator and inspectorate of healthcare in Wales. Their role is to check that healthcare is safe, effective, and meets the needs of people and communities. More information about HIW

Your local Member of the Senedd

Most Senedd Members have a local office in their constituency or region, and employ staff to help them with enquiries from their constituents.

Members will often hold a ‘surgery’. These are regular sessions for any member of the public to come and meet their representative and discuss any issues that may concern them. Lots of constituents also get in touch online, or over the telephone.

It’s important to remember that health and social care is devolved in Wales. This means that decisions about health and care are made in Wales, so Senedd Members can discuss, debate, and take action.

You can find out more about the Senedd and how to find and contact your local Senedd Member here.

You might seek the support of Llais, HIW, or a Senedd Member at any point, including if you have already raised a concern with a healthcare provider.

Public Services Ombudsman for Wales (PSOW)

If you remain unhappy after the health and care organisation or Responsible Body has completed its investigation, you have the right to ask the Public Services Ombudsman for Wales (PSOW) to independently review your concern. The Ombudsman is independent of the NHS. More information about the Ombudsman.

Independent Legal Advice

If your concern involves possible harm, injury or financial loss, you may wish to seek independent legal advice. More information about this can be found in the Welsh Government’s ‘Listening to Us’ guidance.

Other avenues to expressing concerns about health and care provision

The Patients Association

The Patients Association is a UK-wide charity campaigning for improvements in health and social care. They offer a range of resources to support you in raising a concern, from understanding your rights, to knowing what questions to ask, to practical tips on navigating services. They also operate a free helpline. More information about the Patients Association

The General Medical Council (GMC)

The GMC works with doctors, physician associates (PAs), anaesthesia associates (AAs), patients and other stakeholders to support good, safe patient care across the UK. More information about the GMC.