Llais calls on new First Minister to close the gap between ambition and people’s experience
Llais has written to Wales’s new First Minister Rhun ap Iorwerth to set out a clear message from people across Wales: a priority for the new government must be turning its ambition into real, lived improvement in health and social care.
In our open letter, we recognise the First Minister’s focus on delivery at a critical time. But we are clear that success will be judged not by plans or structures, but by whether people experience consistent, joined-up care in their daily lives.
As the independent statutory voice for people who use health and social care services, Llais brings together real-time insight from communities across Wales. What we hear is consistent.
People deeply value the commitment and compassion of frontline staff. But too often, services still feel organised around systems rather than around people. Individuals describe repeating their story, struggling to navigate services, and waiting without clear communication or support.
These experiences point to a central challenge for the system: while policy ambition is strong, there remains a persistent gap between intention and delivery.
For the public, there is no meaningful divide between health and social care. That distinction exists in how services are organised, not in how people live their lives. Without stronger, more sustainable social care, pressures across the whole system will continue.
Our letter highlights the opportunity to use Llais insight more systematically to strengthen accountability for outcomes that matter to people. Alongside performance data, this provides a continuous and independent view of whether change is being felt on the ground.
We also set out how our People’s Principles can act as a practical test of progress. Developed directly from what people tell us, they describe care that is joined up, accessible, clearly communicated, and delivered with dignity and respect.
As the Welsh Government takes forward its priorities on waiting times, prevention and better coordination, we are clear that the test is simple: can people feel the difference?
Llais stands ready to work with the First Minister, ministers, MSs and partners across wider system to ensure the voice of the public shapes both policy and delivery.
Our commitment is to provide honest, independent insight - and to challenge constructively where the gap between ambition and experience remains.
Because ultimately, people are not asking for perfection. They are asking for a system that works with them, around them, and for them.