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.

Overnight closure planned for access road near Victoria Bridge roundabout

DRIVERS accessing Milford Haven railway station are being warned to expect delays this weekend due to planned overnight roadworks.

Pembrokeshire County Council has confirmed that the unclassified access road leading to the station will be closed from its junction with Victoria Bridge roundabout.

The closure is scheduled to take place between midnight and 5:00am on Sunday (March 29) to allow work to be carried out on an electricity substation by National Grid.

While access to the station will be maintained, motorists are being advised that delays are likely.

There will be no official diversion route in place, as the road is not a through route.

Emergency service vehicles and those connected with the works will be exempt from the restriction. Access to nearby properties will be maintained where possible.

Pedestrian access to the station will remain unaffected throughout the closure.

The council has also confirmed that if the work is not completed within the planned five-hour window, the closure notice could remain in place for up to five days.

The Herald understands that there are typically no train services operating from Milford Haven station during the closure period.

Young woman, 23, from Ammanford remembered as “a miracle” following tragic collision near Rhayader

THE FAMILY of a young woman who died following a road traffic collision on the A470 have paid an emotional tribute to her life.

Ellé Claire Evans, aged 23, from Ammanford, died after the incident which occurred between Doldowlod and Rhayader at around 2:30pm on Tuesday (March 24).

In a statement released through police, her family described her as a “beautiful, amazing, intelligent” young woman whose loss has left them devastated.

They said: “Our beautiful, amazing, intelligent, miracle of a daughter, Ellé Claire Evans, was involved in a road traffic collision at 23 years of age and has now departed from this realm to spend eternity with her Lord & Saviour.

“Ellé gave her all to help those around her in every way she could and as a family, we are devastated at this loss.

“Ellé has always been a bright and shining light everywhere she has ever been and was very much the centre of every gathering.

“We as a family are still processing our loss, pain and sorrow, but also rejoicing in the gift we had in Ellé and the joy she brought to our hearts.

“We miss you already, we love you always and you’ll be in our hearts and memories forever.”

Police are continuing to investigate the circumstances surrounding the collision and are appealing for witnesses.

Anyone who saw the incident, or who may have dash-cam footage from the area at the time, is urged to come forward.

Information can be provided online, via email, by calling 101, or anonymously through Crimestoppers.

Quote reference: DP-20260324-197