Healthcare Inspectorate sets bold new strategy for healthcare improvement in Wales

Healthcare Inspectorate Wales (HIW), the independent regulator and inspectorate of healthcare in Wales, today launches its strategy for 2026–2030. It has been described as a bold plan to put people first, drive improvement across services, and take action where patient safety is most at risk.

Shaped by the voices of 2,353 patients, carers, healthcare professionals and members of the public, the strategy focuses on what matters most to people: safe, effective care, timely access, clear communication and services designed around real experiences.

The people of Wales said they recognised the commitment of healthcare staff and the dedicated, compassionate care being provided, but were clear about the challenges that remain.

They also said they had difficulties accessing services, from securing GP and dental appointments to facing long waits for diagnosis and treatment. In rural communities, transport barriers and service pressures are widening inequalities, with some people feeling they have no choice but to turn to emergency care when planned services are unavailable.

The survey noted that the quality and safety of care is not the same everywhere, especially in emergency, maternity and mental health services. Concerns were shared regarding delays in follow-up care, and ongoing pressures on staffing.

Many said services do not always work well together, with poor communication between teams, and digital systems that are not joined up, leaving patients and families unsure about what is happening and what will happen next with their care.

Welsh language 

There was also a clear call for more proactive Welsh language provision, and better support for people from diverse communities. Staff who took part told us they often feel stretched and undervalued, and that supporting staff wellbeing is essential to improving patients’ experiences.

At the same time, respondents highlighted examples of innovation, teamwork and local services working creatively to improve outcomes.

The new strategy is said to build on that momentum by setting out how HIW will identify and share good practice across Wales, helping to ensure that improvement is accelerated rather than isolated. Across all responses, one message stood out: people want to be listened to, treated with dignity, and to see that their feedback leads to visible change.

Alun Jones, Chief Executive of HIW, said: “This strategy is a major step forward for HIW. It reflects our ambition to be a strong, independent force for improvement in healthcare.

“We are committed to putting people first, investing in our teams, and working in partnership to tackle the biggest risks and challenges across the system. Above all, we want to make a tangible difference for patients, communities and the quality of care across Wales.”

You can read the full report here.