Health
Mental health referrals shake-up as 111 service rolled out across west Wales
Concerns raised over phone-based support replacing GP referrals
ADULTS seeking routine mental health support in west Wales will increasingly be directed to a telephone helpline instead of face-to-face services, following a major decision by Hywel Dda University Health Board.
The Health Board has approved a permanent change to how patients in Ceredigion access support, with plans to roll out the same system across Pembrokeshire and Carmarthenshire in phases.
Under the new pathway, patients assessed by their GP as needing non-urgent mental health support will be told to contact the NHS 111 Wales “Press 2” service, rather than being referred to community mental health teams.
The change was first introduced in Ceredigion in March 2025 as an emergency response to staff shortages.
Health chiefs now say the model has proven “safe and effective,” claiming it allows patients to receive quicker support while freeing up specialist teams to deal with more serious cases.
Liz Carroll, the Health Board’s Service Director for Mental Health and Learning Disabilities, said: “Making this change permanent will mean more adults needing non-urgent support will access help much quicker.”
She added that the move would also create capacity for those with “more complex or urgent mental health needs.”
Concerns over access and understanding
Despite the positive assessment, the decision follows a nine-week consultation in which concerns were raised by patients and professionals.
Feedback highlighted confusion about how the 111 Press 2 service works, what support it can offer, and its limitations.
There were also worries about accessibility for people who struggle with telephone-based services, as well as questions around medication and prescribing.
Andrew Carruthers, Chief Operating Officer at the Health Board, acknowledged the concerns.
He said: “People told us they wanted greater clarity and consistency… and highlighted gaps in understanding about 111 Press 2.”
He added that steps would be taken to improve awareness and build trust as the system is rolled out more widely.
Shift driven by pressure on services
Before the change, some patients in Ceredigion faced waits of up to 28 days or more for a face-to-face assessment.
However, data suggested that fewer than five per cent of those referred required that level of specialist input.
Health officials say diverting less urgent cases to the 111 service has improved access times and allowed community mental health teams to prioritise higher-risk patients.
The Health Board also confirmed there has been no increase in serious incidents or complaints linked to the temporary system.
What it means for Pembrokeshire
The phased rollout means patients in Pembrokeshire will soon see similar changes when seeking help for non-urgent mental health issues.
GPs will still be able to refer patients directly to specialist teams where cases are urgent or complex.
The NHS 111 Wales Press 2 service operates 24 hours a day and offers free access to mental health support, including Welsh-language provision.
However, the shift marks a significant move away from traditional GP-led referrals — and is likely to prompt debate over whether remote access can fully replace in-person care.
Business
Why mental health support is now critical for Welsh businesses
MENTAL HEALTH support has become a key issue for businesses in Wales as employers face growing pressure to help staff manage financial strain, stress and wellbeing at work.
The issue is being highlighted during Mental Health Awareness Week, with new insight from Reed showing that support for employee wellbeing is now an important part of attracting and retaining staff.
Workers in Wales said they need an annual income of £42,000 to live comfortably, compared with an average regional salary of £36,000. That leaves a “comfort gap” of £6,000.
Reed’s latest salary guides also show that 71% of workers say pay has become more important since the cost-of-living crisis, with many employees feeling the pressure of rising everyday costs.
The strain is not only financial. Separate research shows almost one in four workers in Wales, 24%, say they have previously been formally diagnosed with a mental health condition — the highest reported proportion of any UK region.
Pay alone ‘not enough’
Becky Hole, Regional Director at Reed, said employers now needed to look beyond salary alone.
She said: “In Wales, financial pressure and mental health challenges are closely linked. Our data shows that many employees are placing greater importance on stability and support, particularly where salary growth is constrained.
“This means benefits that support work-life balance and mental wellbeing are becoming a much more important part of how valued people feel at work.
“Organisations that prioritise employee wellbeing also benefit in tangible ways. By providing stronger support for mental health, employers can lower staff turnover and reduce the long-term costs linked to ongoing recruitment and the loss of skilled, experienced employees.”
What workers want
WHEN asked what would help them manage stress, 35% of workers in Wales said they wanted more flexible working, 34% wanted better mental health training for managers, and 30% wanted clearer communication about support already available.
However, Reed said there remains a gap between what workers want and what they receive.
The most common benefits currently reported by workers in Wales are onsite parking, at 28%, flexi time, at 26%, and hybrid working, at 23%. Nearly one in five workers, 18%, said they receive no benefits at all.
Ms Hole added: “What this shows is a disconnect between what employees say would most help them manage stress and how clearly mental health support is currently embedded and communicated.
“However, Wales stands out when it comes to flexi time, with a higher proportion of employers offering this benefit compared to other regions — a positive step given its proven role in supporting employee wellbeing and work-life balance.
“Flexible working, open conversations about mental health and managers who are properly trained all come through strongly as priorities.
“Employers have a responsibility to look after their people, and those who want to help their workforce truly destress need to ensure their benefits are visible, accessible and actively support everyday mental resilience.”
Reed said businesses that take wellbeing seriously are more likely to retain skills, stability and trust over the long term.
Health
Welsh adults using harmful habits to manage mental health
NEW POLLING shows more than two-thirds of adults in Wales are using potentially harmful coping mechanisms when feeling stressed, anxious or low.
The Mental Health Foundation said the findings, released for Mental Health Awareness Week, show a need for the new Welsh Government to prioritise prevention and action on poor mental health.
The survey found that 69% of adults in Wales had taken harmful actions to cope with their mental health in the past month.
More than a third, 36%, said they had spent time isolating themselves from others, while 34% reported spending more time scrolling social media or going online as a way to deal with anxiety, stress or low mood.
Other commonly reported behaviours included comfort eating or overeating, at 27%, and oversleeping or not getting out of bed, at 31%.
The Mental Health Foundation said these behaviours were concerning because evidence suggests they can make mental health worse over time.
However, the polling also found that many people in Wales are taking positive steps to support their wellbeing.
More than four in five adults, 84%, had taken at least one helpful action to support their mental health. The most common were accessing nature, at 41%, doing something enjoyable such as a hobby, at 37%, and taking part in physical activity or prioritising sleep and rest, at 35%.
The poll of 1,015 people in Wales was carried out by Opinium on behalf of the Mental Health Foundation. It was released to mark Mental Health Awareness Week, which runs from May 11 to 17.
Catherine Razzell, Policy and Public Affairs Manager at the Mental Health Foundation, said: “This polling tells us that, here in Wales, there is a concerning degree of harmful actions taken by people as a way of dealing with their feelings of poor mental health, such as doomscrolling or overeating.
“We are hopeful to see positive actions being taken by individuals to help maintain and improve good mental health. Tried and trusted activities such as connecting with nature, which many of us are fortunate to have access to in Wales, and taking part in physical exercise and rest, in equal measure, are all known to support our mental health.”
Calls for action
The polling found that nearly two-thirds of people in Wales, 64%, are using at least one harmful coping mechanism alongside positive actions.
Only one in five, 20%, reported taking only helpful actions to support their mental health.
The Mental Health Foundation said the results come at a significant moment following the Senedd election, with a new Welsh Government now in place.
Ms Razzell added: “Whilst it is good news people are finding ways to prioritise and protect their mental health and support those around them, more action is needed from our governments to create the conditions to support good mental health.
“We are seeing a once in a generation change politically in Wales. We are one year into the new ten-year mental health strategy for Wales and are keen to see how the new government will implement and resource this.
“In addition to a resourced focus on prevention, which we know has long-term economic benefits, we know that inequalities exist here that are huge barriers to good mental health, keeping people locked in poverty for generations.
“We want to see these issues tackled head-on by the new government for Wales. Now is the time for action and not talk.”
Mental Health Awareness Week is run by the Mental Health Foundation. This year’s theme is “Action”.
Health
Hywel Dda health board celebrates International Nurses Day
HEALTH chiefs are marking International Nurses Day by celebrating the vital contribution made by nurses across mid and west Wales.
Hywel Dda University Health Board said the day, held each year on May 12, is an opportunity to recognise the work nurses do for patients, families and communities.
This year’s theme is Empowered Nurses Save Lives, reflecting the role nurses play in delivering high-quality, compassionate care, often in challenging circumstances and at some of the most critical moments in people’s lives.
Nurses work across a wide range of settings, including hospitals, community services, primary care, education, research and leadership.
The health board said supporting and empowering the nursing workforce is key to enabling nurses to use their skills fully, continue to develop professionally, and lead improvements in care.
Sharon Daniel, Executive Director of Nursing, Quality and Patient Experience at Hywel Dda University Health Board, said: “International Nurses Day is an important opportunity to recognise the incredible difference our nurses make every single day.
“Empowered nurses save lives, and we see this through the skill, compassion and professionalism shown across our services.
“As we review our Nursing and Midwifery Strategic Framework, Empowered to Care, this is a timely moment to reinforce our commitment to supporting the nursing profession to grow, lead and shape services throughout their careers.
“When our staff feel valued, trusted and supported, teams are stronger and patient care is safer and more effective.”
The health board said nursing is founded on teamwork, with nurses working at the heart of multi-disciplinary teams alongside medical colleagues, allied health professionals and others to deliver joined-up, person-centred care.
It said the approach supports its wider ambition of improving health and wellbeing and providing care closer to home.
International Nurses Day is also being used as an opportunity to thank the nursing and midwifery workforce for their dedication, expertise and commitment to caring for others.
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