Health
Pembrokeshire patients removed from NHS waiting lists without warning
117 people came forward in just one day after Herald appeal, but Hywel Dda unable to confirm total numbers affected
A GROWING number of Pembrokeshire residents say they have been removed from NHS waiting lists without warning, following missed appointments they claim were never communicated to them.
After a call for information published by The Pembrokeshire Herald, more than two dozen patients and family members came forward to describe problems receiving appointment letters, cancelled bookings without notification, and difficulty contacting hospital departments to reschedule or explain absences.
One mother said her eight-year-old daughter, who has a rare genetic condition, was removed from dermatology follow-up after a letter claimed she had missed an appointment.
“We never got that appointment,” she said. “Then the one they did book was cancelled without telling us. We’ve heard nothing since.”
Another parent said her young son, who urgently needs surgery, was removed from a waiting list at Glangwili Hospital after allegedly missing several appointments — none of which the family received.
“We only found out when we turned up for one, and were told it had been cancelled. Now we’re back at square one, needing a fresh referral through the GP.”
In one case, a woman attending a six-week physio course said she called the hospital three times to explain she was unwell and unable to attend one session — but only reached an answering machine. “A few days later, I got a letter saying I’d been removed from the course for not attending. I never spoke to anyone.”

No figures available
Following a press enquiry from the Herald, Hywel Dda University Health Board confirmed that it follows national guidelines around waiting list management and promised to reinstate any patient wrongly removed — but was unable to say how many patients had been taken off waiting lists in recent years.
The health board said it had received similar feedback from other patients and had now launched a review into the “factors which may lead to late receipt of appointment letters.”
A Freedom of Information request has now been submitted by the Herald to obtain data on the number of patients removed from waiting lists between January 2020 and June 2025.
Phone calls, answerphones and confusion
One of the most common complaints among those who contacted the paper was the difficulty reaching hospital departments by phone — with patients frequently leaving voicemails that were never returned.
A woman from Milford Haven described how her adult daughter, who has a long-term condition, went without dermatology follow-up for over a year. “We rang the secretary, rang Glangwili, left messages — no one ever rang us back. We only got it sorted because a nurse friend gave us a back-door number.”
Another man said he was moved to the back of the list after missing a telephone consultation — even though the call came an hour before the appointment time and went unanswered. “I later got an apology, but I still lost my place.”
A patient with heart failure said he was told in 2023 he needed an urgent heart scan. “It’s been nearly two years and we still haven’t had that appointment,” his wife told us.
Health board response
In a statement to the Herald, Keith Jones, Hywel Dda University Health Board’s Director of Operational Planning and Performance, said: “We are always sorry to hear when our patients feel that we have not communicated in a timely manner.
“At Hywel Dda we follow strict national guidelines around the management of waiting lists and there are strict protocols in place which relate to the circumstances when patients should be removed from waiting lists.
“We wish to reassure all patients that in circumstances where any patient is inadvertently removed from a waiting list in error, they will be re-instated at the point they were removed and their waiting time will not be compromised.
“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.
“We do offer a digital service called Hywel Dda Post which is a secure online website where patients can access appointment information using a smartphone, tablet, or computer.
“However, we realise this service will not be suitable for everyone and there is no obligation on our patients to take up this service if they prefer to be contacted by letter or phone.
“We have recently set up a Regional Digital Inclusion Group and we work collaboratively with other organisations in the area to support patients with digital inclusion.
“We would welcome feedback from patients who have any queries about their appointments. Patients can contact our Patient Support Service by visiting our website, emailing [email protected] or calling 0300 0200 159.”
Get in touch
The Herald is continuing to investigate this issue and will publish further findings once the FOI response is received.
you know has been removed from a hospital waiting list or has experienced communication problems with the NHS, contact the newsroom in confidence by emailing [email protected].
Health
Decision pending on adult mental health referral pathway
HYWEL DDA University Health Board will decide next week whether to make changes to the GP referral pathway for routine adult mental health services permanent.
The decision will be taken at a public Board meeting on Thursday (Mar 26).
Board members will consider a proposal to formalise changes already introduced in Ceredigion and, if approved, roll out the revised pathway across Pembrokeshire and Carmarthenshire.
Since March 2025, adults in Ceredigion seeking routine mental health support have been advised by their GP to contact the NHS 111 Wales ‘Press 2’ service, rather than being referred directly to the county’s Community Mental Health Team.
The temporary change was introduced in response to ongoing staffing shortages. Health Board officials say the approach has helped maintain timely access to face-to-face assessments for those who need them, while directing initial contact through a single access point.
The 111 ‘Press 2’ service provides telephone assessments by local wellbeing practitioners, supervised by registered mental health nurses, offering advice, support and onward referrals where required.
At its November 2025 meeting, the Board agreed to extend the temporary pathway until the end of March 2026. A nine-week engagement exercise followed, running from December 8 to February 9, to gather feedback from patients, professionals and stakeholders on the potential long-term impact.
Andrew Carruthers, Chief Operating Officer at Hywel Dda University Health Board, said: “I would like to thank everyone who took the time to share their views and experiences.
“I would also like to thank West Wales Action for Mental Health for supporting engagement with patients, including those with lived experience, alongside GPs, primary care teams, mental health staff and third sector partners.
“Our priority is to ensure mental health services remain accessible, fair and sustainable. The temporary changes in Ceredigion have shown some positive benefits, and the feedback we have received from across the three counties will play an important role in shaping the Board’s decision.”
The Board will review all evidence and feedback before making a final decision on the future of the adult mental health referral pathway.
GPs will continue to refer patients with urgent or complex needs directly to community mental health teams where appropriate, and have access to a dedicated NHS 111 professional line for additional clinical advice.
Further details, including the full Board papers, are available here:
https://biphdd.gig.cymru/amdanom-ni/eich-bwrdd-iechyd/cyfarfodydd-y-bwrdd-2026/agenda-a-phapuraur-bwrdd-26-mawrth-2026/
The meeting will be streamed live from 9:30am on Thursday (Mar 26) via:
www.youtube.com/hywelddahealthboard1
Health
Parents urged to check children’s vaccinations after meningitis cases
Local pharmacy reports MenB vaccine shortage amid rising concern
PARENTS and carers across west Wales are being urged to check their children’s vaccination status following recent meningitis cases in the UK.
The warning comes as a local pharmacy has confirmed a shortage of the Meningitis B (MenB) vaccine, highlighting growing pressure on supplies.
Mendus Pharmacy said it currently has no availability of the vaccine due to what it described as a nationwide supply issue.

In a statement, the pharmacy said: “We would like to inform our patients that, due to ongoing supply issues, we currently have no availability of the Meningitis B vaccine.
“Unfortunately, this is a nationwide shortage and all stock is currently unavailable.
“We understand this may be particularly concerning given the recent outbreak reported in Kent, and we completely appreciate the importance of timely vaccination.”
The pharmacy confirmed it is operating a waiting list and will contact patients once supplies return.
Health officials say keeping vaccinations up to date remains one of the most effective ways to prevent serious illness and reduce pressure on NHS services.
Dr Ardiana Gjini, Executive Director of Public Health at Hywel Dda University Health Board, urged parents to act.
She said: “Vaccination is one of the most effective ways we can protect children and young people from serious illness.
“Ensuring your child is fully vaccinated not only safeguards their health but also helps prevent the spread of infections within our communities.
“I strongly encourage all parents and carers to check their child’s vaccination status. If you are concerned that your child may have missed routine vaccinations, please speak to your GP.”
Meningococcal disease is a serious and potentially life-threatening infection that can lead to meningitis or septicaemia. While many people recover, some are left with long-term physical, neurological or psychological complications. Around one in ten cases can be fatal.
Although the disease can affect anyone, babies, young children, teenagers and young adults are at greatest risk.
In Wales, vaccines protecting against meningococcal strains A, B, C, W and Y are offered as part of the NHS immunisation programme. Infants receive the MenB vaccine, while teenagers are offered the MenACWY vaccine.
Latest figures from the Health Board show that uptake among 16-year-olds for the MenACWY vaccine stands at 76.4%, meaning a significant number of young people remain unprotected as they approach adulthood.
For younger children, uptake of the MenB vaccine is higher but still below the recommended 95% target. Around 92.8% of infants are vaccinated by their first birthday, rising slightly to 91.8% by their second.
Health officials say these figures reflect strong engagement from families and primary care teams but stress that continued vigilance is needed.
Families are being advised to check their child’s vaccination record with their GP or by contacting the Health Board directly. Parents should also ensure babies receive their scheduled MenB doses and that teenagers receive their MenACWY and 3-in-1 booster vaccines, which are currently being delivered in schools.
Parents are also urged to remain alert to the symptoms of meningitis and septicaemia and to seek urgent medical advice if they have concerns.
Further information on symptoms is available via NHS 111 Wales.
Health
NHS ‘on brink of collapse’ during Covid as inquiry exposes failures
Wales warned to act fast as damning report reveals staff trauma, delayed care and deadly gaps
THE UK’s healthcare system came perilously close to collapse during the Covid-19 pandemic, a major public inquiry has found, with Wales now facing pressure to act on urgent recommendations.
A landmark report published on Thursday (Mar 19) lays bare the scale of the crisis, concluding that hospitals across the UK – including in Wales – were pushed to “intolerable strain”, with some patients receiving lower levels of care and others left untreated altogether.
The findings come as First Minister Eluned Morgan welcomed the report and confirmed the Welsh Government will respond within six months.

System “ill-prepared” for pandemic
The inquiry found the UK entered the pandemic in a weakened state, with staff shortages, too few hospital beds, and ageing infrastructure already placing pressure on services.
Healthcare systems “coped, but only just,” the report states, warning that collapse was only avoided due to the “almost superhuman efforts” of NHS staff.
Many workers suffered severe mental health impacts, with burnout and post-traumatic stress widespread across the workforce.
Patients died alone
Among the most distressing findings was the impact of strict hospital visiting rules.
Thousands of patients died without family by their side, while relatives were often forced to say goodbye over the phone or by text.
The report highlights how restrictions, though intended to save lives, caused lasting trauma for families across Wales and the UK.

Missed treatment and cancer delays
The inquiry also exposes the devastating knock-on effect on non-Covid care.
Planned operations were cancelled, screening programmes paused, and patients avoided hospitals out of fear – leading to delayed diagnoses and, in some cases, avoidable deaths.
Cancer treatment performance worsened, with late diagnoses contributing to increased mortality.
“Fundamental flaws” in response
Investigators identified serious failings in how the pandemic was handled, including:
- Early guidance that underestimated airborne transmission
- Shortages of PPE, leaving staff exposed
- Poor communication with vulnerable patients
- Inadequate planning for emergency and critical care capacity
These issues, the report says, put both patients and staff at greater risk.

NHS 111 and ambulances overwhelmed
Emergency systems also struggled to cope.
Demand for NHS 111 surged beyond capacity, while ambulance delays increased – even for life-threatening calls.
The report warns future pandemics could see similar failures unless urgent reforms are made.
Long Covid and hidden impact
The long-term effects of Covid are still being felt, with inconsistent care for Long Covid patients and ongoing uncertainty around treatment.
Meanwhile, millions of people who needed routine care remain affected by the backlog created during the pandemic.

Welsh Government response
First Minister Eluned Morgan said the Welsh Government would respond “openly and constructively” to the findings.
She acknowledged the significant impact on patients, staff and families and confirmed Wales will address the inquiry’s recommendations within the required six-month timeframe.
Urgent warnings for the future
The inquiry makes ten key recommendations, including:
- Expanding hospital and emergency capacity
- Improving infection control guidance
- Strengthening support for healthcare workers
- Better data systems to identify vulnerable patients
It warns that without action, the NHS may not withstand the next pandemic.
“We may not be so lucky next time”
In one of the report’s starkest conclusions, Baroness Hallett warned that healthcare systems came dangerously close to failure.
If the crisis had lasted longer – or hit harder – the NHS could have collapsed entirely.
The message is clear: Wales and the UK must prepare now, or risk repeating the same mistakes.
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