Concerns raised after politician receives ruck of complaints over Colwyn Bay GP surgery

A politician has raised concerns after receiving a ruck of complaints regarding a GP surgery in Colwyn Bay.

Clwyd West MS Darren Millar highlighted issues related to the West End Medical Centre in the Senedd yesterday (Tuesday, 21 May).

It follows report of patients being unable to book appointments or generally make contact with the practice, which is currently under the direct control of Betsi Cadwaladr University Health Board.

People also say they have been unable to access vaccines available at other surgeries and faced delays in receiving medication.

The Conservative MS said the surgery accounted for all of the complaints he had received about GP practices in 2024 to date.

Addressing Labour First Minister Vaughan Gething, he said: “I receive multiple complaints about the services from that particular surgery each and every week.

“In fact, 100 per cent of the complaints that I have received about GP services since the start of this year have been about this one individual practice in my constituency.

“Patients are complaining about not being able to get appointments, not being able to get through on the telephone, not getting answers to e-mails and not getting call-backs that they’re promised.

“(Also) not being able to access vaccinations that are available in other surgeries, not being able to get prescriptions in time and actually running out of the essential medication that they need.

“It’s not good enough. It’s putting patients at risk of harm. This health board is in special measures, and this practice is run directly by the health board.

“What action are you and what action is the Welsh Government going to take in order to resolve these problems, so that my constituents get the services they deserve?”

In response, Mr Gething said the practice was the result of a merger between previous surgeries that were not able to function successfully.

He said the practice had been recruiting for new staff to come in, including doctors.

He said: “I’ll happily talk both with the cabinet secretary for health, but also with the health board, to ensure there’s a direct note for the member on what is taking place.

“It may be helpful not just for the list of issues he’s raised now, but to be clear about any particular issues he wants to have raised and to ensure they’re covered in a response from the health board.

“I do take seriously, in this or any other practice, that residents are able to access high-quality care and services.

“Also, where that is not the case, that we’re aware of it so we can do something about it.”