How we work

Putting people's voices at the heart of health and social care

Everything we do is guided by our commitment to making sure people in Wales have a stronger voice in health and social care.

We listen to people's experiences, represent what matters to communities, and use those insights to help influence improvements in services across Wales.

We are committed to listening with empathy and respect, valuing different perspectives and working collaboratively with others.

Our behaviour framework sets out how we approach our work. It also supports the delivery of our strategic priorities and upholds our values and culture.

The People's Principles

In 2025, we spoke to thousands of people across Wales about their experiences of health and social care to help us develop The People's Principles. These eight principles reflect what matters most to them and offer a guide for shaping health and social care services that work for everyone. Our work is guided by the principles, and they shape how we listen, engage and work with others.

Find out more about the People's Principles here.

How people's voices make a difference

Everything we do starts with what people tell us.

We gather feedback from people and communities across Wales through conversations, events, visits, engagement activities and advocacy work.

We use this information to:

identify the issues that matter most to people
represent people's views to decision-makers
influence improvements to services
support positive change in health and social care

By sharing your experiences, you can help improve services not just for yourself, but for others across Wales.

All the decisions we make and actions we take will be in line with one or more of the following:

Our work will be driven by the concerns of people in Wales and we’ll work with individuals and community groups to identify them.

We want to support and understand the concerns, needs and experiences of our diverse population to make sure everyone is represented, no-one is excluded and our services are available to all.

We are particularly keen to represent the views of those whose voices are not normally heard. If you believe you can help us reach people who you know are underrepresented, please get in touch.

Please read our Equity, Diversity, and Inclusion policy for further information.

We want to work together with people, the health and social care sector and the voluntary and community sectors.

Please get in touch if we’re not already working with you and you think we should be.

We’re not part of the Welsh Government, or the health and social care sector. That’s important because it means we can genuinely work in the interests of the people of Wales.

We will influence the health and social care sector and advocate for people effectively so that people in Wales get the services they need in a way that works best for them.

We will have clear plans and priorities with outcomes we can measure to ensure we make the most of our resources and are transparent and accountable.

Find out more about our governance here.