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Health

Hundreds speak out as NHS waiting list scandal deepens in west Wales

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Patients say they were removed without warning, left in pain, or forgotten entirely – now they want answers

A WAVE of testimony from Pembrokeshire patients has revealed the true scale of the NHS waiting list crisis, with more than 100 people coming forward in just a few days to share stories of lost letters, cancelled appointments, and being removed from hospital care without ever being told.

Following a public appeal by The Pembrokeshire Herald, readers responded in force — describing what they call a “shambolic” system, in which patients are being quietly dropped from waiting lists, given incorrect or late information, and forced to chase departments that never answer the phone.

Letters never arrived — then the appointment was gone

One mother told the Herald she only discovered her young son had been removed from a waiting list for surgery after chasing a non-existent appointment.

“We never received the original letter. Then we turned up for a new date, only to be told it had been cancelled — but no one told us,” she said. “Later, they told me he’d been removed from the list for missing appointments we never knew about.”

In another case, a mother of a child with a rare genetic condition said her daughter was due annual dermatology reviews — but after a cancellation in 2023, she heard nothing for months. In February this year, she received a letter stating her daughter had missed an appointment and was being removed. She said: “We never got the original appointment, and when we finally got one for April, it was cancelled too. We’ve heard nothing since.”

Voicemail chaos and ‘no way to contact anyone’

A recurring theme in the responses was departments not answering their phones, and voicemail systems that lead nowhere.

One woman, removed from a physio course after a single missed session, said: “I rang three times that day, left a full message explaining I was unwell, but no one ever rang me back. Then a letter came saying I’d been removed from the course. I tried ringing again — just voicemail. After the second time, I gave up.”

In another case, a patient who had been waiting for diabetic retinopathy screening since before Covid told us: “I’ve phoned multiple times over three years. Every time they say they’ll send an appointment. I’ve given up.”

One former patient said he was moved to the back of the list after a missed telephone consultation — even though the doctor rang an hour early, and never called again.

GP failures and missed referrals

Many readers raised concerns about general practice as well as hospitals, claiming referrals were never sent or followed up.

One woman wrote: “If my old GP had referred me straight away, I wouldn’t be in the state I am now. As soon as I changed surgeries, I was seen — but by then the damage was done. My life’s been ruined.”

Another reader commented that her father never got the treatment he needed, and believes that delays in referrals contributed to his death.

Transport cancellations and “cheating the system”

Several readers also raised concerns about non-emergency ambulance transport being cancelled at short notice, leaving vulnerable patients unable to attend appointments.

One woman said: “My dad has had his transport cancelled the night before appointments. We had no backup, and he missed it.”

Another reader wrote: “It’s all about stats. They remove people from the list, say they’ve missed appointments, and it makes the waiting time numbers look better. It’s cheating, plain and simple.”

Health board responds — but no figures yet

Hywel Dda University Health Board has responded to the Herald’s request for comment, stating it follows strict national protocols and that any patient removed in error will be reinstated at their original place on the list.

In a statement, Director of Operational Planning and Performance Keith Jones said: “We make every effort to send appointment letters in a timely manner and it is part of our procedure to phone a patient should we need to see them at short notice or to cancel appointments.

We have received feedback from some patients of incidences where appointment letters have not been received in a timely manner. We are reviewing the factors which may lead to late receipt of appointment letters and will implement any necessary improvements.”

The health board also promotes a digital system, Hywel Dda Post, for accessing appointment details online. However, patients have reported issues with this too — particularly those without smartphones or digital literacy.

The board was unable to provide any figures on how many patients have been removed from waiting lists over the last five years and advised the Herald to submit a Freedom of Information request, which has now been done.

Public anger growing

With more than 100 people coming forward in less than 48 hours, public anger is mounting. Many say they are being pushed toward private treatment, or simply left to suffer for years.

“I’ve been in chronic pain for over a decade waiting for three surgeries,” one woman wrote. “I’ve lost 11 years of my life.”

Another added: “It’s not just the health board. Welsh Labour has failed us for years. They have money for road signs and tree projects abroad — but not for our surgeries.”

What’s next?

The Herald will continue to investigate this issue and publish further updates once the FOI response is received.

We are compiling a formal submission to both the Health Board and the Welsh Government, including anonymised patient testimonies, to call for a public explanation of how waiting lists are managed — and how many patients have been quietly removed.

If you or a family member has experienced anything similar — missed letters, unexplained removals, transport cancellations, or GP referral failures — you can contact us in confidence at:

📧 [email protected]

Health

Major investment confirmed for GP services in Wales

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Government unveils £41m boost, but practices warn pressures remain acute

MORE than £41m in extra funding will go into general practice in Wales this year following a new agreement between the Welsh Government, NHS Wales and GP leaders. Ministers say the deal provides stability at a time of rising demand — but the settlement comes against a backdrop of sustained pressures, recruitment challenges and concerns over patient access.

The package includes a 4% uplift to the General Medical Services (GMS) contract for 2025-26, in line with independent DDRB pay recommendations, and a guaranteed 5.8% recurrent uplift from 2026-27. The Welsh Government says the multi-year commitment will allow practices to plan ahead, modernise systems and strengthen community-based services.

Health Secretary Jeremy Miles said the investment showed an “unwavering commitment” to general practice, adding: “The 4% pay uplift ensures fair recognition for GPs and practice staff who work tirelessly to deliver care for communities across our country. Multi-year funding gives practices the confidence to invest in the transformation primary care needs.”

However, the announcement comes at a time when many Welsh practices continue to report severe workforce pressures, rising demand, and longstanding challenges in recruiting new partners. GP numbers have fallen over the past decade, with some practices handing back contracts or operating list closures because of unsustainable workloads. Patient satisfaction with access has also declined, according to the latest Welsh GP Patient Survey.

What the deal includes

The settlement for 2025-26 comprises £37.9m of new investment and £4m in re-invested capacity funding, with the key elements including:

  • A 1.77% uplift in expenses, intended to help practices manage inflationary pressures in energy, staffing and running costs.
  • A recurrent £20m stabilisation fund to support practices facing immediate operational pressures and to prepare for wider reform under the incoming Sustainable Farming Scheme model for health.
  • An increased partnership premium, aimed at retaining experienced GPs and encouraging new partners into a model that some say has become less attractive due to financial and regulatory risk.
  • A full review of the GMS allocation formula — the first in more than 20 years — which determines how funding is distributed between practices. Some rural and deprived communities have long argued the current system does not reflect the complexity of local health needs.

Wider context

General practice remains the foundation of the NHS, accounting for around 90% of patient contacts, yet it receives a proportionally small share of the overall health budget compared with hospital services. Both the Welsh NHS Confederation and GPC Wales have repeatedly warned that without sustained investment, primary care risks being unable to meet increasing demand from ageing populations and rising chronic illness.

The Welsh Government’s own “community-by-design” programme relies on shifting more care closer to home, reducing pressure on emergency departments and supporting earlier intervention. For that to be achieved, GP leaders say investment needs to be matched with workforce expansion, improved digital systems, and clear strategies to retain experienced clinicians.

Working groups will now be set up to examine access standards, diabetes prevention and new service models.

Mr Miles said he was pleased that GPs would be “actively contributing to creating innovative care models that enhance access, improve outcomes and deliver care locally.”

GP representatives broadly welcomed the deal but have stressed that it is only one step in addressing the scale of challenge across primary care.

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Health

Welsh NHS leaders hail GP contract deal as “vital step” in strengthening primary care

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Agreement secures investment, digital upgrades and better patient pathways

WELSH NHS leaders have welcomed the successful conclusion of the new General Medical Services (GMS) contract for 2025-26 — and key elements of 2026-27 — describing it as a “positive example of social partnership” at a pivotal moment for general practice.

The deal, negotiated between Welsh Government, the Welsh NHS Confederation and GP representatives, sets out new investment and commitments for frontline primary care, including accelerated digital transformation through the NHS Wales App and strengthened support for population-level health management.

Darren Hughes, director of the Welsh NHS Confederation, said the agreement comes at a crucial time for GP services across Wales.

He said: “NHS leaders welcome this agreement as a positive example of social partnership in action. We also welcome the commitment to accelerating digital transformation for patients through the NHS Wales App and the measures agreed in the contract to enable enhanced population health management, such as diabetes management.”

Mr Hughes added that GPs and their multidisciplinary teams remain “the front door to the NHS,” and stressed that investment in general practice is essential if Wales is to treat more people closer to home.

“Evidence shows investing in primary and community care reduces demand on hospitals and emergency care and delivers returns of £14 for every £1 invested. To enable this shift ‘upstream’ from hospital-centred care to integrated services in the community, we must develop care pathways and joint performance measures that address the full needs of individuals,” he said.

Background: Why the GP contract matters

General practice forms the foundation of the Welsh NHS, handling millions of patient contacts every year. According to the latest official figures for 2023-24:

  • Over 29 million calls were received by GP practices
  • 18 million appointments took place
  • 11 million of these were face-to-face
  • More than 200,000 home visits were carried out
  • 78 million prescriptions were dispensed
  • Over 14,000 medication reviews took place

Demand has continued to rise while GP numbers have come under sustained pressure, particularly in rural areas such as Pembrokeshire, Ceredigion and Powys, where recruitment remains a long-running challenge. Practices in West Wales have repeatedly reported difficulties filling vacancies and increasing reliance on multidisciplinary teams, including nurse practitioners, pharmacists and physiotherapists.

The new GMS contract is therefore seen as a key mechanism for stabilising the sector, supporting digital access, improving chronic disease management, and helping to deliver the Welsh Government’s community-by-design programme, which aims to shift care away from hospitals and into community settings.

A recent survey by the Welsh NHS Confederation found that 74 per cent of NHS leaders support moving resources from acute hospital services into primary care, community-based services, mental health and social care, reflecting growing consensus around early intervention and prevention.

What comes next

The Welsh Government is expected to outline further detail in the coming months on how investment will be delivered at practice level, including support for digital tools, workforce development and shared performance measures with health boards.

With winter pressures mounting and hospitals facing record demand, NHS leaders say the success of the new GP contract will be central to improving access, reducing waiting times and ensuring patients in communities such as Pembrokeshire, Carmarthenshire and Ceredigion can receive timely, local care before conditions escalate.

The Welsh NHS Confederation represents all seven local health boards, the three NHS trusts, Health Education and Improvement Wales, and Digital Health and Care Wales.

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Charity

Motorcycle fundraisers transform children’s play area at Glangwili Hospital

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Long-running 3 Amigos and Dollies group marks 25 years of support

THANKS to outstanding fundraising by the Pembrokeshire-based 3 Amigos and Dollies Motorcycle Group, Hywel Dda Health Charities has funded a major improvement of the outdoor play area at Cilgerran children’s ward in Glangwili Hospital — a project costing more than £15,000.

The 3 Amigos and Dollies have supported Hywel Dda University Health Board’s children’s services for twenty-five years, with their Easter and Christmas toy runs becoming landmark dates in the local calendar, drawing hundreds of bikers and supporters from across west Wales.

The latest funding has delivered a full transformation of the ward’s outdoor space, including a re-sprayed graffiti wall, new toys and play equipment, a summer house, improved storage, and a moveable ramp to make the area more accessible for young patients. Members of the group even volunteered to help paint and refresh the space themselves.

Paula Goode, Service Director for Planned and Specialist Care, said: **“We are so grateful to the 3 Amigos and Dollies Motorcycle Group for their amazing support. Not only have they raised an incredible amount for the ward, but they have given their time to help make the outdoor space as special as possible.

“Outdoor play greatly reduces stress and anxiety for children, and it provides a vital opportunity to meet other young people going through similar experiences. It benefits both their physical and mental wellbeing, so we couldn’t be happier with the transformation.”

Tobi Evans, a volunteer with the fundraising group, said: “Because of the generosity of everyone who donates, we are able to give thousands each year. We are always humbled by how much people give, and it’s thanks to them that we’ve reached our 25th year.”

Katie Hancock, Fundraising Officer for Hywel Dda Health Charities, added: “We can’t thank the 3 Amigos and Dollies enough for their support for Cilgerran ward. You have put a smile on so many faces. Diolch yn fawr!”

Hywel Dda Health Charities funds items, equipment and activities that go beyond core NHS funding, making a meaningful difference to children and families across mid and west Wales.

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