Listening to People - the new NHS complaints process
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The People's Principles
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What we do
We’re here to make sure your views and experiences are used by decision-makers to plan and deliver better health and social care services. And when things go wrong our independent and trained complaints advocates can support you to make complaints.
The strong voices of the people of Wales must be at the heart of an effective, joined up health and social care system for Wales.
Spotlight on rural health and social care in Wales
We hear from people in rural areas across Wales about their health and social care services. Read our calls for change.Three ways you can make a difference
Our Reports
View all publicationsWe have operated in Wales since 1 April 2023. Our response reflects what we have heard directly and through others, particularly from people who have used our complaints advocacy service to raise a concern about their experience, or the experience of their cared for person, when leaving hospital from all parts of Wales who may need highly specialised care and treatment in England, or who may have been offered treatment in England as part of initiatives such as those to bring down NHS waiting lists for people living in Wales.
Our understanding is also guided by the People’s Principles, developed by Llais following a national conversation involving thousands of people in Wales. They set out what people in Wales say good care should look and feel like. These Principles help us make sense of people’s experiences across the border.
