Our work and impact
We make sure people's experiences help improve health and social care services across Wales
As the independent citizen voice for health and social care, we listen to people, represents their views, and make sure their experiences inform decisions about services, policies and future changes.
Listening to people
We gather views and experiences from people, families, carers and communities across Wales. We hear about what is working well, where improvements are needed and what matters most to people when accessing health and social care services.
We are particularly committed to hearing from people whose voices are not always heard in decision-making.
Influencing decisions
We share what people tell us with the organisations responsible for planning, delivering and improving health and social care.
We make sure that decisions made by health boards, NHS trusts, local authorities, regional partnerships, regulators and government are informed by real experiences and community priorities.
We also also publish reports, share evidence and provide ongoing feedback to decision-makers so that people's voices help shape services.
Supporting meaningful change
When significant changes to health and social care services are proposed, people deserve the opportunity to understand what is being proposed and have their say.
We play an important role in service change. We gather and present people's experiences, concerns and priorities, support engagement with communities and help make sure decision-makers understand the potential impact of proposals on the people who use services.
We do not make decisions about service changes, but we work to make sure public voices are heard throughout the process.
Representing people's views
We make representations to organisations responsible for health and social care when public feedback highlights important issues or opportunities for improvement.
We also contribute to consultations, including those led by the Welsh Government and other national and local organisations, using evidence gathered from communities across Wales.
Supporting people when things go wrong
When people experience problems with NHS or social care services, our independent complaints advocacy service provide free and confidential support.
Our trained advocates help people understand their options, raise concerns and navigate the complaints process.
The impact of our work
People's experiences help shape conversations and decisions at local, regional and national levels.
Every story shared with Llais contributes to a better understanding of what people need from health and social care services. By bringing together the experiences of communities across Wales, we help decision-makers understand what matters most to the people they serve.
Whether influencing future services, informing consultations, highlighting concerns, identifying good practice or supporting individuals to raise their voice, our work helps make sure that people remain at the heart of health and social care in Wales.
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Get involved
The more people who get involved in our work, the better our health and social care services will be – and there are lots of ways to join with us in a way that suits you.