The People's Principles
From July to November 2025, Llais engaged in an all-Wales conversation with thousands of people through national and community events, one to one conversations and through health and social care networks and associations. This was an opportunity to share experiences of health and social care as part of the Health and Social Care We Want project.
We spoke with people juggling impossible waits, carers stretched to breaking point, and people who told us what keeps them going, what gets in the way, and what they want to be different.
A core message that ran through everything people shared with us was that; people want a health and social care system that treats them like human beings, not numbers.
Our We Want report is based on what the people of Wales told us during this project about what matters most for the future of health and social care. The 8 principles we share here come directly from their experiences.
We've recognised these as the People's Principles. See below these principles in full.
Care should be accessible whenever it is needed - online, by phone, or in person - without barriers caused by geography, language, or digital exclusion.
People want to be listened to, believed, and treated with kindness at every stage of care.
No one should be left out. People want timely updates, plain language, and honesty about delays.
Services should work together around the person, so people don’t have to repeat their story or find their way through services alone.
Care where and when people need it is essential for safety, wellbeing, and trust. When waiting is unavoidable, support and clear communication should ensure people never feel forgotten.
People want services that understand their unique circumstances, treat them with compassion, and consider all aspects of their health and life, not just a condition.
Care and support should help people live with dignity, connection, and choice. Meaningful support for unpaid carers is needed, including respite, advice, and emotional support.
Care should reflect rights and identities, and remove barriers related to language, culture, disability, and digital access.