'Constant loop of illness' - fears over standards of care at mental health unit
BBCMental health patients are being "left in limbo" because of high staff turnover and delayed care at a north Wales unit, it has been claimed.
One patient said it was "truly heartbreaking" that he was unable to make progress despite years of treatment at the Nant y Glyn community mental health centre in Colwyn Bay, Conwy.
The unit has been the subject of complaints for a number of years according to Clywd MS Darren Millar who says he has raised the matter again with inspectors.
Betsi Cadwaladr University Health Board (BCUHB), which runs the centre, said it took concerns raised by families "extremely seriously".
Ryan Shields has been receiving community mental health treatment since he was 19 and has been going to Nant y Glyn for most of that time, but says he has not seen improvement in his condition.
"The despair is truly heartbreaking for me. It doesn't feel like it's ever going to get better," said the 27-year-old.
He said the unit had suffered from delayed appointments, poor communication and low staff retention.
"There's lots of care co-ordinators that have come, they're ready and there's positive change in your life and you think 'this is great, this person is a star, they're amazing'," he said.
"And then over the months you just see them getting whittled down until there's not much there any more. Then they go, and once they go, the patient is left in limbo."
The situation has had a "devastating" impact on Ryan and his family, according to his mother Aly.
"Support without treatment means the patient ends up in a constant loop of illness rather than recovery. He hasn't been able to have a life," she said.
"I've watched staff go from being bright and vibrant coming into their roles to suddenly changing. It's almost like a cloud comes down on them.
"Obviously I'm not privy to their experience within Nant y Glyn, but my observation is that these people just change. It's not good for them and not good for patients."
In 2024, Health Inspectorate Wales (HIW) found the unit at Nant y Glyn to be "well led".
There were reported issues with contacting the centre via telephone, but service users were "satisfied" with the care, it said.
"There was evidence of cohesive team working and staff, in general, told us that they were happy in their roles," the report added.
But Geoff Ryall-Harvey, from patient representative body Llais, said staffing issues at the unit were "consistent" and seemed "very difficult to resolve".
Darren Millar, MS for Clwyd, said the health board had been "unable" to get on top of the situation.
"I've been aware of concerns. Whenever a concern is raised with me I always demand action," he said.
"I'm afraid it's got to a situation where even after HIW inspections fairly recently the situation is still unacceptably poor and that's why we need more urgent intervention now."
Teresa Owen, BCUHB's executive director of allied health professionals and health science, said: "We take the issues raised by patients and their families extremely seriously.
"As a health board our number one priority is providing the correct care at the correct time and we fully understand the value of continuity of care, for patients accessing our mental health services.
"The health board remains committed to fostering a culture in which staff feel able to raise concerns safely."
HIW said it was aware of concerns regarding Nant y Glyn but would not comment on individual cases.
"We will continue to monitor the service through our assurance activities and will take any appropriate action required to help ensure patients receive safe and effective care," said a spokesperson.
A Welsh government recently announced "ministerially directed intervention" on the health board.
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