Health

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

Published

8 months ago

July 8, 2025

Tom Sinclair

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

Pioneering cancer hair loss support service funded for a further two years

Published

2 days ago

March 17, 2026

Tom Sinclair

HYWEL DDA Health Charities, the official charity of Hywel Dda University Health Board, is proud to announce a funding award to support Phase 2 of the Heads Up initiative, a unique service that provides expert, person-centred, holistic hair loss care for people affected by cancer treatment.

This funding will enable the continuation of the Heads Up service until 31 December 2027, following its successful launch in January 2024. The funding has been generously match-funded by two partner organisations: the Withybush Hospital Cancer Day Unit Appeal and Cancer Hair Care.

Hywel Dda University Health Board is the first Health Board in Wales to provide a comprehensive support service for chemotherapy-related hair loss. The service, which is delivered by Cancer Hair Care, connects healthcare professionals and haircare experts from local communities to empower patients to manage their hair loss journey with independence, dignity and choice.

Gina Beard, Lead Cancer Nurse, said: “We are incredibly grateful to our local communities for their generous donations, which have made this funding possible. Hair loss can be one of the most distressing side effects of cancer treatment, and this service helps patients feel heard, supported and equipped with practical tools and advice. Thanks to this funding, we can continue to offer inclusive, compassionate care that makes a real difference to people’s lives.”

The Heads Up initiative has already delivered thousands of touchpoints with patients, healthcare professionals and hairdressers across the Hywel Dda area. It offers tailored support for every stage of the hair loss journey, including headwear options, brow and lash care, and guidance on new hair growth. The service also provides training for nurses and local hairdressers, helping to build a community of informed professionals who can offer evidence-based support.

Nicola Llewelyn, Head of Hywel Dda Health Charities, said: “We are so thankful to everyone who has donated to Hywel Dda Health Charities. Your support enables us to fund projects like Heads Up that go beyond standard NHS provision and truly enhance patient care.”

Trish George, Treasurer of Withybush Hospital Cancer Day Unit Appeal, said: “Having funded the original pilot and Phase 1 of the Heads Up project in Pembrokeshire and witnessed its success, we are delighted to be able to fund the costs of delivering this exciting and beneficial project to many more Pembrokeshire residents over the next two years.”

Founder of Cancer Hair Care Jasmin Julia Gupta said: “So many of the service users have sent such heartfelt messages of thanks for the creative, compassionate and expert services they have received. We are delighted and privileged to continue this much needed service. It’s really a team effort and I would like to take this opportunity to thank all the patients, nursing and healthcare staff, funders and the dedicated hairdressers, who have supported this project in hospitals and within the community.

“We are looking for more hairdressers to join the project and would like to encourage hairdressers to contact Cancer Hair Care directly to show their interest via our website at www.cancerhaircare.co.uk or via email at [email protected].”

For more information about Hywel Dda Health Charities and how to support projects like Heads Up, please visit: https://hywelddahealthcharities.nhs.wales/

Pictured: NHS staff receive training in supporting patients with hair loss

Health

We need earlier diagnosis and better aftercare, says Maxine Hughes in new documentary

Published

2 days ago

March 17, 2026

Tom Sinclair

A NEW documentary will shine a spotlight on Wales’s cancer system, with journalist Maxine Hughes exploring the experiences of patients and the challenges they face from diagnosis to recovery.

Maxine Hughes: Canser ar ba gost? (Maxine Hughes: Cancer at what cost?) will air on S4C on Tuesday (Mar 17) at 9:00pm, and will also be available on S4C Clic and BBC iPlayer with Welsh and English subtitles.

In the programme, Hughes examines the reality of cancer care in Wales, raising concerns about delays in diagnosis and gaps in aftercare.

“The figures in Wales show that the situation is worse than ever,” she says. “Cancer can progress from one stage to another in a matter of months. That can be the difference between fighting the disease and dying.”

Hughes, now aged 45, discovered a lump in her breast while living in Washington DC. With access to private healthcare, she received a diagnosis of triple negative breast cancer and began chemotherapy within two weeks.

“People in Wales are shocked when I tell them how quickly treatment started,” she says. “I was diagnosed and within a fortnight I was already having my first chemotherapy session.”

The programme also features voices from across Wales, including Lowri Griffiths of Tenovus, who speaks about losing her friend Claire O’Shea after difficulties in securing a diagnosis. The charity now backs Claire’s Campaign, calling for cultural change in how women’s concerns are treated in healthcare settings.

“We want doctors and clinicians to listen to women,” Griffiths says. “If they say something is wrong with their body, they know best. We also need a new cancer strategy in Wales to cope with the rising number of cases.”

Dawn Larson, from Caernarfon, describes her own experience, praising the treatment she received but highlighting the lack of follow-up care.

“The team I had was amazing; they fixed me,” she says. “But then there was nothing.”

Larson explained that while routine screening is offered every three years for women over fifty, those who have undergone treatment typically receive annual checks, which she believes is not enough.

Hughes contrasts this with her own aftercare in the United States, where she receives scans and blood tests every six months for five years.

The documentary also highlights the work of Ffion Haf Hughes, founder of Judith’s Trust, which supports women recovering from serious illness with cosmetic and therapeutic treatments.

“A lot of women come to us with significant physical changes following surgery,” she says. “But there are specialists doing incredible work, and it shows that outcomes can be better.”

Viewers will see Ffion creating a temporary nipple and areola for Hughes, illustrating the role of post-treatment care in restoring confidence and wellbeing.

Reflecting on her own journey, Hughes says: “After surgery, I asked what I should do next, and I was told to go out and live my life. That stays with me. You have to keep going.”

Blending personal testimony with wider analysis, the programme seeks answers from decision-makers while highlighting the urgent need for improvements in cancer care across Wales.

Health

Plaid Cymru to hold public meeting over Withybush hospital surgery cuts

Published

3 days ago

March 16, 2026

Tom Sinclair

Candidates say residents must be heard after emergency services decision

PLAID CYMRU candidates for the Ceredigion Penfro constituency will host a public meeting in Pembrokeshire to discuss concerns over the future of services at Withybush Hospital.

The event will take place at 6:30pm on Monday (Mar 31) at Letterston Village Hall, giving residents the opportunity to share their experiences and concerns following Hywel Dda University Health Board’s decision last month to remove emergency general surgery from the hospital.

Campaigners say the move will force many patients requiring urgent treatment to travel further for care, raising fears about the potential impact on patient safety in rural west Wales.

Elin Jones, Plaid Cymru lead candidate for Ceredigion Penfro, said: “Withybush is such an important hospital for the community and residents of Pembrokeshire. The decision to remove its emergency general surgery will severely weaken the life-saving capacity of this hospital.

“Plaid Cymru has long championed small rural hospitals such as Bronglais and Withybush. We need to ensure these hospitals remain strong local services within our communities. Withybush should have the basic life-saving and everyday treatment services it needs to function as a full general hospital.”

Kerry Ferguson, Plaid Cymru candidate for Pembrokeshire within the Ceredigion Penfro constituency, said the recent success of a public petition had demonstrated the strength of local feeling.

“It’s great to see that the online petition calling for Welsh Government intervention to restore emergency surgery and essential services at Withybush has reached its target, meaning it will now be debated in the Senedd,” she said.

“We are extremely disappointed by the Health Board’s decision to remove emergency general surgery at Withybush. Increased journey times for anyone in need of urgent medical treatment will put lives at risk. We need government intervention now to overturn this decision.”

Residents across Pembrokeshire have continued to raise concerns about the future of services at the hospital, which has long been a focal point in debates about healthcare provision in rural west Wales.