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Pembrokeshire patients removed from NHS waiting lists without warning

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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

FOI raises fresh questions over plan to close Pontyates GP surgery

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Health board accused of misleading claims over recruitment as pressure mounts ahead of final decision

A FREEDOM of Information disclosure has raised serious questions over plans to close Meddygfa’r Sarn in Pontyates, with claims the health board failed to properly attempt to recruit permanent doctors before recommending its shutdown.

The row centres on Hywel Dda University Health Board, which is due to make a final decision on the surgery’s future later this month.

An FOI response reveals that while the board cited a “lack of recruitment interest” in its January report, there is limited evidence of any recent, targeted recruitment campaign specifically aimed at the Pontyates practice.

Instead, the board confirmed that salaried GP roles were advertised in 2020 across its wider portfolio of managed practices — rather than as a focused effort to fill posts at Meddygfa’r Sarn itself. Those vacancies did not result in successful appointments.

‘No real attempt’

Independent Senedd candidate Carl Peters-Bond, who is also a patient at the surgery, has strongly criticised the health board, accusing it of presenting a misleading picture to justify closure.

He said: “They cited a lack of recruitment interest as justification for closing this surgery — but they never actually ran a proper recruitment campaign for it.

“Sending out general adverts years ago is not the same as making a serious, targeted effort to keep a vital community service alive.”

He also raised concerns about the consultation process, claiming it focused on the impact of closure rather than asking whether closure should happen at all.

Fully reliant on locums

The FOI confirms that Meddygfa’r Sarn currently has no salaried GPs and is entirely dependent on locum doctors.

While the health board says this model is unsustainable in the long term, the same disclosure shows several other managed practices across the region also rely heavily on locum staff — some to a significant degree.

Cost data included in the response suggests Meddygfa’r Sarn is not the most expensive practice per patient within the health board’s area.

Alternative options unclear

Another key issue raised by campaigners is the apparent lack of explored alternatives.

The FOI response indicates that the health board does not hold information on alternative local solutions, including potential relocation or different service models within the Pontyates area.

Campaigners argue this suggests closure was considered before all options had been properly examined.

A 52-page independent report submitted as part of the consultation process states that dispersing patients to other surgeries should only be considered as a last resort, after full recruitment efforts and capacity assessments have been carried out.

Health board position

Hywel Dda University Health Board maintains that the surgery, which serves around 4,350 patients, has faced long-standing recruitment difficulties and increasing reliance on temporary staff.

It says a Vacant Practice Panel concluded that dispersing patients to neighbouring surgeries would provide a more sustainable long-term solution.

The board has also acknowledged that transport and access concerns are likely to be a major issue for patients if the closure goes ahead, with a full Equality Impact Assessment expected to be considered before a final decision.

Decision later this month

The future of Meddygfa’r Sarn will be decided at a meeting of Hywel Dda University Health Board on Wednesday (May 28) at Yr Egin in Carmarthen.

With local anger growing and new questions emerging from the FOI disclosure, pressure is mounting on board members to reconsider the proposal.

Campaigners say the case now hinges on a simple question: whether enough was done to save the surgery before moving to close it.

 

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Health

Turkish dental clinic to hold Haverfordwest meet-up

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DENTISTS FROM ANTALYA TO VISIT COUNTY TOWN

A TURKISH dental clinic is running a dental meet-up in Haverfordwest this weekend as part of a promotional visit to Wales.

Unique Smile Turkey, which has a permanent office in Wales in Swansea, says its top dentists will be coming to Haverfordwest on Sunday (May 3).

The event is being advertised as a “Dental Meet-Up” and is scheduled to run from 10:00am to 6:00pm at the Mariners Hotel.

The visit features three clinicians: Assoc Prof Dr Ummuhan Tozoglu, described as a specialist in oral diagnosis, radiology and dental planning; Professor Dr Sinan Tozoglu, described as an oral and maxillofacial surgeon and implantologist; and Professor Dr Ismet Duran, described as a periodontologist and implantologist.

The team have between twenty and 35 years of experience in their respective fields.

A contact number has also been provided for enquiries: +90 505 678 90 90.

The visit comes amid continuing interest in dental tourism, with many people in the UK looking overseas for cosmetic dentistry, implants and other private dental treatment.

Turkey has become one of the most popular destinations for such treatment, although patients are generally urged to make careful checks before committing to any procedure abroad, including aftercare arrangements, qualifications, insurance, treatment plans and what support would be available if complications arise after returning home.

 

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Health

Welsh public backs urgent action on dementia ahead of Senedd elections

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Calls grow for diagnosis, care and support to become national priority

NEW figures reveal overwhelming public demand for dementia to be placed at the top of Wales’ political agenda, with voters urging action on diagnosis, treatment and support ahead of the Senedd elections.

Research by Alzheimer’s Society Cymru shows that 83% of people in Wales want dementia made a healthcare priority, while 69% believe it is currently overlooked and underfunded.

More than a thousand adults were surveyed, with the findings highlighting growing concern over diagnosis rates and access to care. Wales continues to record some of the lowest dementia diagnosis rates in the UK, leaving thousands of families without clarity or support.

Around 51,000 people are currently living with dementia in Wales, a figure expected to rise to 70,000 by 2040. Despite this, only 57% of people have received a formal diagnosis, with rates falling as low as 48% in rural areas such as Powys.

Improving diagnosis remains a key concern, with 91% of those surveyed saying access to timely diagnosis must improve, and 87% backing increased investment in diagnostic services. However, respondents also stressed that diagnosis alone is not enough, with 91% saying people with dementia must receive better support, including help for unpaid carers.

Ceri Parry, from Cardiff, said she was forced to retire early from her role as a headteacher at the age of 55 due to a lack of support for her mother, who was diagnosed with Alzheimer’s disease in 2020.

She said: “I fully support improving early and accurate diagnosis, but this must also come with improved support and care for families afterwards. There’s five years between my relatives’ diagnoses and nothing changed. On both occasions we left with a leaflet and the unknown.

“The wait for improved diagnosis, treatment and support needs to end. Dementia must be a top priority for the next Welsh Government, for families living with it now and for those who will face it in the future.

“We also found there was no diagnosis assessment available in the Welsh language. That’s a fundamental issue if a diagnosis is to be accurate and safe for people who speak Welsh as their first language. Ignoring someone’s identity is ignoring the person.”

The survey also found that visible action would be key to restoring public confidence, with 72% calling for improved dementia services, 64% backing more funding for research, and 63% wanting better access to treatments.

Gemma Roberts, National Influencing Manager at Alzheimer’s Society Cymru, said: “Dementia is Wales’s biggest killer and one of the greatest health and social care challenges we face.

“Hope is on the horizon with new treatments and faster, more accurate diagnosis, but the system is not keeping pace. Without urgent transformation, people in Wales risk missing out.

“We are at a turning point. The next Welsh Government must deliver a bold new dementia strategy that transforms diagnosis and ensures access to quality care, treatments and support.”

 

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