Healthcare Inspectorate Wales 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 - 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 told us they recognised the commitment of healthcare staff and the dedicated, compassionate care being provided, but were clear about the challenges that remain. We heard of 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.
We heard 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.
We also heard 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. Our new strategy builds 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.”
This is a strategy for action, focused on improving healthcare for people across Wales now and in the future.
Our Purpose
We check that healthcare in Wales is safe, effective and high‑quality.
Our Vision
A future where healthcare in Wales is safe, effective, and high-quality for everyone.
Four priorities to drive lasting improvement:
Putting People First
We will focus on the biggest risks facing people and communities as they access healthcare services now and in the future.
To do this we will:
- focus on the biggest risks to people using healthcare
- strengthen how we understand lived experience and patient journeys
- improve how we report findings, to make it easier for services to learn and take action
- challenge inequalities and improve public awareness of HIW.
Learning and Working Together
We will collaborate with partners to share learning and drive lasting improvements.
To do this we will:
- build strong partnerships across NHS and independent sectors
- share insights and best practice to drive improvement
- use intelligence to plan reviews based on what matters most
- involve patients, carers and frontline staff in our work.
Investing in Our People
We will ensure our people feel supported, valued, and empowered.
To do this we will:
- support and develop staff to increase impact and confidence
- embrace innovation and digital tools
- strengthen our inclusive culture through Equality Diversity and Inclusion (EDI) commitments
- create clearer development pathways and improve internal processes.
Taking Action That Matters
We will take action to improve the quality and safety of healthcare for the future of Wales.
To do this we will:
- regulate and inspect using fair and innovative methods
- take decisive enforcement action where needed
- strengthen how we respond to concerns and whistleblowing
- publish clear information about the impact of our work.
The strategy is based on key Welsh legislation, including the Well-being of Future Generations Act and the Health and Social Care (Quality and Engagement) Act. This provides the framework for delivering meaningful and sustainable improvement.
Next steps
From today, HIW will move from strategy to delivery. We will track progress through strong governance and performance oversight and publish regular updates on the real difference our work is making to the safety, quality and experience of healthcare for people across Wales.
