Healthcare Inspectorate Wales – Strategy 2026–2030

Bilingual strategy report document and supporting communications assets

An overview to tickle your tastebuds

Healthcare Inspectorate Wales (HIW) plays a critical role in safeguarding the quality and safety of healthcare across Wales. As the independent regulator and inspectorate for NHS services, its strategy must reflect the needs, experiences and expectations of the people it serves.

jamjar was commissioned to design and deliver a nationwide bilingual consultation to inform HIW’s new Strategy 2026–2030, before translating those insights into a clear, accessible strategy document and supporting communications assets.

The result was a fully integrated engagement and communications programme that combined public consultation, stakeholder engagement, strategic insight, creative design and animation to help bring HIW’s future vision to life.

The final strategy – shaped by voices from across Wales – sets a clear direction for improving healthcare quality, safety and transparency in the years ahead.

Lifting the lid on the brief

HIW wanted to ensure its new strategy genuinely reflected the experiences of patients, carers, healthcare professionals and partner organisations across Wales.

The challenge was twofold:

  1. Engage a wide and diverse audience in shaping the strategy through a meaningful consultation process.
  2. Translate complex healthcare priorities into a clear, accessible and visually engaging strategy that could be understood by professionals and the public alike.

The consultation needed to reach people across Wales through both digital and offline channels, ensuring inclusivity for those less likely to engage online.

It also needed to deliver robust insight to inform the organisation’s future priorities.

Over a 12-week consultation period, the campaign generated over 2,000 responses, providing rich qualitative and quantitative insight into the issues people felt mattered most in healthcare.

Key themes that emerged included:

  • Access to services and waiting times
  • Quality and safety of care
  • Communication and transparency
  • Inclusion and Welsh language provision
  • The need for better joined-up working across the health system

These insights directly shaped the final strategic priorities.

Our recipe for success

jamjar designed and delivered a fully integrated consultation and strategy development programme, combining communications expertise, stakeholder engagement and creative design.

Insight-led consultation

We developed a bilingual consultation survey designed to be accessible, inclusive and easy to complete. The consultation was promoted through a multi-channel campaign including:

  • Social media promotion (organic and paid)
  • Email newsletters and stakeholder networks
  • Partner amplification through health boards and organisations
  • In-person engagement with stakeholder groups

Deep insight analysis

Once the consultation closed, we analysed the responses, alongside qualitative feedback from focus groups representing communities with lived experience of healthcare challenges.

This included organisations representing:

  • older people
  • women’s health advocates
  • parents and families navigating maternity services

The findings provided valuable insight into the real-world challenges facing healthcare services in Wales.

Strategy design and storytelling

We translated these insights into a clear and engaging bilingual strategy, structured around HIW’s four strategic priorities:

  • Putting People First
  • Learning and Working Together
  • Investing in Our People
  • Taking Action That Matters

The final strategy document was carefully designed to be accessible and visually engaging, using clear information hierarchy, illustrations and infographics to simplify complex information.

To further bring the strategy to life, we also produced a short animated explainer video to communicate the strategy’s vision and priorities in an engaging and shareable format.

Proof is in the pudding

The consultation delivered one of the most comprehensive engagement exercises undertaken by HIW, generating insight from patients, healthcare professionals and stakeholders across Wales.

Key outcomes included:

  • 2,353 consultation responses gathered over 12 weeks
  • Representation from every Welsh health board area
  • Input from patients, carers, clinicians, advocacy organisations and healthcare leaders
  • Clear evidence-based insights shaping HIW’s future priorities

The final outputs included:

  • A detailed consultation analysis report
  • A fully designed bilingual strategy document
  • A short animated explainer video
  • Supporting communication assets to help promote the strategy

The result is a strategy that reflects the voices of people across Wales and provides a clear framework for improving healthcare quality, safety and accountability.

As the HIW team said when reviewing the final animation:

“WOW – the animation looks fab. Thank you so much for your hard work on this. It really captures how we wanted this strategy to look and feel.”