EMERGENCY healthcare in Wales is failing too many people, according to a stark new report by Llais, the statutory body representing the public’s voice in Welsh health and social care. The report, based on feedback from over 700 people, calls for urgent action, warning that the state of emergency services has reached a crisis point.

Llais’ study, conducted over a five-week period, included visits to 42 emergency departments, minor injury units, and medical assessment units across Wales. The findings highlight severe delays, overcrowding, and a system struggling to meet even basic expectations.

Patients forced to find their own way to hospital

One of the most alarming takeaways from the report is the frequency of ambulance delays. Many patients reported waiting for up to 12 hours for emergency transport, forcing them to either drive themselves or rely on friends and family, despite being seriously unwell. Some even risked worsening their condition by taking taxis or public transport.

A patient at Morriston Hospital’s emergency department described the situation as dire: “I drove because the ambulance ETA was 7-8 hours, but I had severe chest pain and couldn’t wait that long.”

Others recounted horror stories of being sent to the wrong hospitals due to poor communication, leaving them stranded and paying exorbitant taxi fares to correct the mistake. One patient, initially taken to Glangwili Hospital despite their complex spinal history, had to pay £130 for a taxi back to Swansea, where they should have been taken in the first place.

Unbearable waiting times and overcrowding

The report details widespread reports of excessive waiting times, with many patients enduring 8 to 24 hours before receiving care. In some cases, waits exceeded 26 hours. Overcrowding is commonplace, with many patients left waiting in corridors, unable to access beds or even chairs.

One individual at Royal Glamorgan Hospital A&E said: “I’ve been waiting 12 hours and only had triage and a water sample. I’m in a corridor that’s meant to be for paediatrics – it’s uncomfortable and degrading.”

Families of vulnerable patients described feeling abandoned, with little communication from staff about their loved ones’ condition. One woman at Bronglais General Hospital recounted her frustration: “We are not too sure what is going on. We spoke to a nurse just over an hour ago. We are still waiting. We’ve been given no explanation of what the treatment is to be.”

Critical incidents declared

The Llais report warns that the pressures on Welsh emergency services are not temporary, but systemic. Since the study was conducted, ‘business critical incidents’ have been declared by both the Welsh Ambulance Service NHS Trust and Aneurin Bevan University Health Board. Other health boards, including Swansea Bay and Cwm Taf Morgannwg, have issued urgent warnings about overwhelming demand.

Calls for immediate action

Llais Chief Executive Alyson Thomas has called for immediate action, stating: “The voices we’ve heard paint a stark picture of a system under immense pressure. While we commend the dedication of healthcare staff, they are working in a system that is not giving them or the people they care for the support they need.”

The report calls for urgent measures, including:

• Faster ambulance response times
• Better coordination between emergency services and primary care
• Increased staffing and resource allocation
• Improved dignity and care for patients waiting in corridors
• Greater transparency and accountability from NHS Wales and the Welsh Government

Welsh Conservative response: “Labour’s mismanagement to blame”

James Evans MS, Welsh Conservative Shadow Cabinet Secretary for Health and Social Care, has sharply criticised the Welsh Labour Government’s handling of emergency care.

“Emergency care is losing the very essence of its definition. Responses are too slow, and far too many people are suffering as a result of Labour’s mismanagement,” Evans stated.

He dismissed the idea that ‘winter pressures’ could explain the ongoing crisis, arguing that the current state of emergency care has become an unacceptable ‘new normal.’

“No one should be waiting over 12 hours in A&E, certainly not the many thousands we are seeing every month. The Welsh Labour Government seems completely unwilling to get to grips with this situation. Only the Welsh Conservatives stand ready to replace them so that we can fix Wales.”

Calls for reform

Keir Starmer, Prime Minister, acknowledged the crisis, stating: “The NHS in Wales is in urgent need of reform. Investment and reform need to go together… On occasions, using the private sector to get down waiting lists? Yes, that’s been going on a long time. We will do that to get waiting lists down.”

In a Senedd debate in January 2025, concerns were raised that waiting lists have hit record highs after nine months of continuous increases, forcing many patients to pay for private healthcare after years of waiting.

First Minister of Wales, Eluned Morgan, stated: “Reducing waiting times must be our key objective… It’s about rolling up our sleeves and collaborating to deliver the investment and reform desperately needed for healthcare in Wales.”

A Welsh Labour Government statement reaffirmed their commitment to the NHS: “Your Welsh Labour Government will always support the NHS – and will always support the NHS to change and modernise. That means continuing to invest in the NHS… Reforms have also focused on providing more care and NHS services out of hospital and in local communities.”

A system at breaking point

With emergency care in Wales under “extreme and unsustainable pressure,” as described by Llais Chair Professor Medwin Hughes, many patients and staff feel abandoned in a system that is failing them.

“The dignity of patients is not even being considered anymore. The system is chaotically inefficient and in desperate need of a review,” one patient at Glan Clwyd Hospital remarked.

Llais has vowed to keep pushing for reform, but with patient experiences growing increasingly dire, the question remains: how much longer can Wales’ emergency healthcare system hold on before it completely collapses?

PATIENTS who rely on Kilgetty Dispensary for their medication are being urged to collect prescriptions before the facility temporarily shuts down due to a high level of staff sickness.

Saundersfoot Medical Centre, which operates the dispensary, has announced that the closure will take effect from Monday, February 17, 2025.

A spokesperson for the medical centre said: “We have taken the difficult decision to close the Kilgetty Dispensary temporarily from Monday, February 17, due to a high level of sickness among staff.”

Patients are being advised to collect their medication before 1:00pm on Friday, February 14, 2025, to avoid disruption. Any uncollected prescriptions will be transferred to Saundersfoot Surgery, where they will be available for collection between 8:00am and 1:00pm, Monday to Friday.

The medical centre has assured patients that updates will be provided as soon as possible regarding the reopening of the dispensary.

Residents who rely on Kilgetty Dispensary are encouraged to make alternative arrangements and ensure they have sufficient medication before the closure takes effect.

For further information, patients can contact Saundersfoot Medical Centre on 01834 815115.

PEOPLE in Wales have revealed the health ‘Pearls of Wisdom’ they would tell their younger selves, including to avoid listening to music at full blast, always wear sunglasses – even in winter – and to get enough sleep, according to new research.
This comes as nearly two thirds (63%) admit they ignored a potential health condition before the age of 30, which later flared up, with a similar amount (60%) skipping regular health check-ups when they were younger.
The poll of over 2,000 UK adults over 40 also revealed those in Wales wish they had prioritised regular exercise, even if it’s just walking (63%), and getting enough vitamin D (35%). Others would recommend not ignoring their mental health (37%), starting a skincare regime earlier in life (32%) and taking better care of their hearing (16%). In fact, almost two in 10 (19%) would advise younger generations to always pack hearing protection when heading to a gig.
The research, commissioned by Specsavers to mark Tinnitus Awareness Week (3-9 February 2025), highlights the importance of regular health checks to improve health and wellbeing later in life.
More than three-quarters (77%) of people in Wales over 40 admit they rarely or never took steps to protect their hearing when exposed to loud environments in their youth. They are now feeling the consequences with (41%) rating their hearing as average or poor and nearly two-thirds (61%) reporting they experience occasional tinnitus, a condition in which you hear ringing in your ear.
DJ Woody Cook, who lives with tinnitus said: “Without a doubt, my tinnitus is from listening to loud music. As a DJ, my hearing is crucial. I wish I’d known earlier about the risks and protected my hearing better, but it’s not too late, and with the right hearing protection I’m able to stop my tinnitus from getting any worse.”
Three in 10 blamed their past health naivety on a lack of awareness of long-term consequences, while 32% admitted they didn’t have enough knowledge about preventative care.
Specsavers chief audiologist, Gordon Harrison, said: “When you’re young, prioritising your health can take a backseat to work and socialising. But many adults now wish they had been more proactive—whether in staying active, getting enough sleep, having regular eye tests or protecting their hearing.
“Tinnitus is a growing issue, with huge numbers of adults experiencing the condition. While it is not known exactly what causes tinnitus, exposure to loud noise can trigger the condition and that’s why protecting your hearing is so important.”
The findings show that there is a lack of awareness of long-term consequences with more than two thirds (65%) not fully understanding the impact of poor health habits until later in life. By highlighting these findings, Specsavers hopes more people will take preventative health more seriously to help prevent long-term implications.
If you have any concerns about your hearing or want to find out more information visit specsavers.co.uk/hearing/hearing-test
Top health tips people in Wales over 40 would tell their younger selves:
Drink more water every day (65% recommend)
Prioritise regular exercise, even if it’s just walking (63% recommend)
Eat a balanced and nutritious diet (54% recommend)
Get enough sleep (55% recommend)
Avoid smoking entirely (56% recommend)
Wear sunscreen, even on cloudy days (45% recommend)
Get enough vitamin D (35% recommend)
Do not ignore your mental health (37% recommend)
Don’t skip regular eye exams (30% recommend)
Always wear sunglasses – even in winter (27% recommend)
Start a skincare regime early (32% recommend)
Take better care of my hearing (16% recommend)
Don’t skip regular hearing checks (18% recommend)
Don’t have your headphones at full blast (18% recommend)
Wear earplugs to gigs (19% recommend)