The system covers complaints with any NHS-funded service, including GP practices, dental practices and pharmacies, through a single point of access.

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.'

Key changes include:

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