Llais Wales | LLais are the new Citizens Voice Body for Health and Social Care in
Wales, and our role is to represent the patient and public voice regarding health and
social care services. We work with our communities, engaging with different people
and hearing their views and experiences so that we can share these with local
providers. From what we have heard, we can make representations to health and
social care services, to make them aware of what people think of their services and
where improvements can be made. Where someone is unhappy with care they may
have received we also offer a complaints advocacy service to support people through
the NHS/Social Care Complaints process.
Llais Cardiff & Vale have just launched their ‘Getting care and treatment quickly when
you need it’ project, and are keen to hear from individuals, families and groups around
their experiences of accessing urgent care across a number of different services and
organisations in Cardiff and the Vale of Glamorgan.
This includes feedback around;

• 111 telephone system and online information,
• 111 (option 2) for mental health support
• Emergency ambulance service
• Primary care services (GP Practice, emergency dental care, emergency eyecare and pharmacy),
• Emergency Hospital care (emergency department, Out Of Hours services),
  and
• Emergency respite care within social care services.
  People would only access these services when they are in need of urgent and
  emergency care and would access a particular service depending on the care they
  require. Therefore, it would be helpful to understand in people’s own words what it is
  like to access these services in a time of need, whether it be good or whether areas
  could be improved. This is so that we can make representations to the NHS and Local
  Authority, to make peoples’ experiences better in the future.
  There are many ways that we will be gathering feedback around this piece of work.
  Surveys
  In order to get as much feedback across all areas of urgent care, we have created
  separate surveys to cover a number of different emergency services, so that people
  are able to provide feedback on services they have accessed. The survey links can be
  found below.
• 111 and Out Of Hours – https://forms.office.com/e/Ex6sjSNxVY
• 111 (Option 2) Mental Health Services – https://forms.office.com/e/9Y2Rizpb5T
• Primary care services – https://forms.office.com/e/WHxzEk62s7
• Emergency Ambulance services – https://forms.office.com/e/41GZZj7Scs
• Emergency respite care – https://forms.office.com/e/fZnNQRk7Gu

Public Forums
As well as surveys, we will also be holding face to face Public Forums across February
and March to bring people together in a safe environment to share their experiences of
accessing emergency services. Dates of the Public Forums are below.

• 111 and Out Of Hours – Wednesday 5th February 2025, 6pm-8pm
  Community Room, ASDA Cardiff Bay, CF11 0JR
• Emergency respite care – Wednesday 5th March 2025, 6pm-8pm
  Colhuw Hall, CF61 Community Centre, Llantwit Major, CF61 1ST
  Registration Form: https://forms.office.com/e/WWgFzdPacs
  If you are interested in taking part in any of these forums, you can contact the local
  Llais office using the contact details below.
  Recording of patient and service user stories
  Whilst we are happy to receive survey responses and general feedback, we are also
  keen to get real-life stories from people in order to get a good understanding of what it
  is like accessing urgent health and social care services.. This is in the hope it has a
  greater impact when sharing the finding of our project with the public, and health and
  social care services.

There are different ways we can collect stories. It might be:

• A video recording of you talking about your experiences
• A voice recording of you talking about your experiences
• A written account of your story which we can share – we can take what
  you say and put it into an animated video on our website, so you will be completely
  anonymous if you choose to take part.
  If you are interested in being involved and sharing your experience with us, please
  do get in contact with us on the contact details below, and we can arrange a suitable
  day and time for staff to meet with you, either at our office, at home or somewhere
  neutral.
  Telephone: 02920 750112
  Email: cardiffandvaleenquiries@llaiscymru.org
  Address: Llais, ProCopy Business Centre (Rear), Parc Ty Glas,
  Llanishen, Cardiff
  CF14 5DU
  This project will be running from 3 January 2025 to 31 March 2025. Once the project
  has ended we will then review all the feedback received and make relevant
  representations to health and social care services. Once a response has been
  received we will then be able to publish our findings and share this with the public.
  If you would like any more information around this project, or would like to speak to a
  member of the local Llais team, please don’t hesitate to contact the office.

Last modified: January 15, 2025