People in Ceredigion using 111 service for mental health

Hywel Dda University Health Board has approved the continued use of the NHS 111 Wales Press 2 service as the main way for people to access routine or less urgent mental health support.

Those using this service must have been assessed by their GP as needing routine or less urgent support for their mental health.

The change has been made permanent following evidence demonstrating that the temporary introduction last year has been implemented safely, and patients are receiving more timely and appropriate care.

Liz Carroll, service director for mental health and learning disabilities at Hywel Dda University Health Board, said: "Our priority is to ensure safe and efficient access to mental health care and ensure that all patients receive the support they need, when they need it.

"In Ceredigion, the pathway was temporarily changed as an emergency measure because of significant shortages of nursing and medical staff in the community mental health team.

"Making this change permanent will mean more adults needing non-urgent mental health support will access support much quicker through the NHS 111 Wales Press 2 service.

"This will also benefit people with more complex or urgent mental health needs by creating capacity in our community mental health teams."

Since March 2025, adults in Ceredigion identified by their GP as requiring non-urgent support have been directed to call the 111 service, rather than being referred to the community mental health team.

This approach aims to free up capacity for more urgent cases and improve access to timely support.

Less than five per cent of patients referred to the community mental health team under the previous system required that level of care, with many waiting up to 28 days or longer to be seen.

The health board said the new pathway has resulted in quicker access to appropriate support, without compromising patient safety.

There has been no reported increase in serious or untoward incidents, adverse events, or complaints linked to the temporary pathway change.

Hywel Dda is now planning a phased roll-out of the same rules in neighbouring Carmarthenshire and Pembrokeshire.

Andrew Carruthers, chief operating officer at Hywel Dda, said: "We are grateful to everyone who shared their experiences during the engagement process.

"We have listened carefully and it has played an important part in shaping the board’s decision today.

"People told us they wanted greater clarity and consistency around how the referral pathway works, and highlighted gaps in understanding about 111 Press 2, including what the service offers, who delivers it and the limits of its role.

"Today’s decision recognises the positive benefits demonstrated in Ceredigion and will ensure a consistent, equitable approach across west Wales that enables patients to get access to the services they need in a timely way."

Patients with urgent or complex needs will continue to be referred to community mental health teams by their GP.

The 111 Press 2 service is available 24/7 for people of all ages and is free to call from both landlines and mobiles.