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]

Majority report increased productivity and profits from adopting new technologies

A MAJORITY of Welsh businesses believe that embracing artificial intelligence (AI) will play a major role in driving local economic growth, according to new figures from Lloyds Bank.

More than three in five firms (63%) say that greater AI adoption will be a key contributor to local economic performance in the years ahead.

The data, published in Lloyds’ long-running Business Barometer, shows that 61% of companies in Wales are already using AI tools—and the impact has been largely positive. Of those using the technology, 81% say it has boosted productivity, while 80% report increased profitability.

Companies are primarily using AI to improve efficiency (71%) and to analyse data for better decision-making (36%).

Looking ahead, nearly a quarter (24%) of Welsh businesses plan to increase their AI investment in the next 12 months. More than one in five (22%) also expect to create new roles focused specifically on AI development and implementation.

When asked about their motivations for future investment, 39% of firms said they hoped AI would help expand their customer base, while 36% cited the potential for further productivity gains.

However, businesses also highlighted the need for better understanding of the technology’s benefits (41%) and growing competitive pressure (18%) as factors influencing their investment decisions.

The Lloyds Business Barometer surveys 1,200 businesses each month and has been tracking economic sentiment since 2002.

Samantha Noble, area director for Wales at Lloyds Bank, said: “Welsh businesses identify AI as an avenue for local growth, which perhaps reflects their own success with it – the overwhelming majority of firms already using the technology have seen higher productivity and profitability.

“Sharing knowledge and experience will be critical to helping more firms start applying it, and ultimately ensuring the full potential of the technology is realised.”

CANCER patients and their families gathered at the Senedd this week to share their priorities with politicians and healthcare professionals, as part of a special event organised by Tenovus Cancer Care.

Local Senedd Member Paul Davies MS joined colleagues from across Wales to meet patients, clinicians and supporters during the charity’s annual Summer Tea Party, which this year focused on the top five issues cancer patients say matter most to them.

The event brought together members of the All-Wales Cancer Community – a unique initiative set up by Tenovus Cancer Care to give a national platform to people who have been affected by cancer, whether through personal diagnosis or supporting a loved one.

Around 200 individuals from across Wales now form part of the community, contributing lived experience to help inform service delivery, research priorities, and policymaking.

Guests were welcomed by a moving performance from the Swansea branch of the Tenovus ‘Sing with Us’ choir, comprised entirely of people whose lives have been touched by cancer. The event also featured personal testimonies from members of the All-Wales Cancer Community, highlighting both achievements and ongoing challenges in cancer care.

Mr Davies said: “It was a privilege to join Tenovus Cancer Care and hear directly from those whose lives have been impacted by cancer. The voices of patients are so important in shaping policy and understanding the challenges that many people living with cancer face.

“Tenovus Cancer Care and the All-Wales Cancer Community have worked hard to promote patients’ voices and, as someone living with cancer myself, I’m proud to support their work.”