STATEMENT: Sexual Health Test and Post Service
Published on: 24 Feb 2026
Following a review, Public Health Wales has identified some operational issues in our Sexual Health Test and Post Service. These include:
- Safeguarding processes for people using the online and community test-and-post sexual health service which were not effective and did not meet required legislative standards. This meant that Public Health Wales reported safeguarding information to health boards, rather than to local authorities as we should have.
- Some data handling processes, involving personal data, which were not effective and did not meet required standards.
As soon as we became aware of these issues in November and December 2025, we took immediate steps to resolve them. We undertook a risk assessment to ensure the service was safe to continue. We also changed our internal safeguarding processes for people who contact our Sexual Health Test and Post Service to ensure that the correct safeguarding processes and procedures are followed.
We are in the process of reviewing cases of people who contacted our Sexual Health Test and Post Service and who may have not been safeguarded appropriately. Where needed, we are directing these cases to the relevant local authority for the appropriate management and support. We are also conducting a thorough review of our test-and-post sexual health service to improve processes, quality and assurance. This includes reviewing our online platform. We have implemented a new online process to ensure that young people are appropriately safeguarded when using the platform. Changes to our Sexual Health test and post website are also being made. We are also conducting a lookback exercise to ensure any historical safeguarding information is shared with local authorities.
The data handling concerns we identified were mainly internal administrative issues. There were occasions when test results were sent to the wrong health board, but the sharing of test results and associated personal information remained within the NHS. We have made changes to our data handling procedures to protect against this happening again. We have reported the data incidents to the Information Commissioners’ Office.
We also identified a small number of people who received incorrect results and received delayed test results and referrals. Where we identified an incorrect result, we corrected it straight away and informed the person involved. We also offered them the appropriate follow-up care where needed. Where we have identified delayed test results and referrals, we responded promptly to ensure they were sent out as quickly as possible.
Professor Fu-Meng Khaw, National Director of Health Protection and Screening Services and Medical Director at Public Health Wales said “I would like to sincerely apologise to anyone who has been affected by these issues. Please be assured that as soon as these issues were identified, we acted immediately to put things right. Our services remain here for you whether you need a confidential sexual health test sent to your home, access to condoms, or advice on any sexual health concerns – our teams are here to support you. We will be commissioning a full independent external review into these issues. We are committed to learning from this experience and understanding exactly what went wrong, so we can improve the quality of the service.“
Each year our Sexual Health Service processes nearly 100,000 requests for sexual health tests. It is a safe space for individuals receiving advice and testing for sexually transmitted infections and other sexual health issues. Anyone who needs sexual health services should continue to use the service to protect their health.
If you have had a sexual health test and we have not been in contact with you about incorrect or delayed results, you do NOT need to contact us, as all affected service users have already been informed and have received any necessary follow-up advice. For anyone who is still worried, there is a helpline for support: 0800 0352 877. It will be open 8am-8pm Monday to Friday and 9am to 4pm on weekends.
Frequently asked questions
What is the Sexual Health Test and Post Service?
The Sexual Health Test and Post Service enables people in Wales to request sexual health tests and receive advice about sexually transmitted infections. The service began as a pilot in the Hywel Dda area in 2018 and expanded to cover the whole of Wales in May 2020. It is run by the Health Protection Division of Public Health Wales and processes nearly 100,000 test requests each year.
Is it safe to use the service?
Yes, it is safe to use the service. We want to reassure anyone who needs sexual health services that they should continue to use the service – protecting your health is our priority.
Each year our Sexual Health Test and Post Service processes nearly 100,000 requests for sexual health tests in Wales. It is a safe space for individuals to receive sexual health advice and testing for sexually transmitted infections. Anyone who needs sexual health services should continue to use the service to protect their health.
I’ve used the service – do I need to do anything?
If you have had a sexual health test and we have NOT contacted you about incorrect or delayed results or referrals, you do not need to do anything. All affected service users have already been informed and have received the appropriate follow-up care and support.
If you are concerned about your sexual health more generally, you should continue to get checked regularly using the service.
Who has seen my sexual health test and post results?
When Public Health Wales receives your results, our staff see them and share them with your Health Board in cases where treatment may be required.
What went wrong and how did it come to light?
The issues were identified during an internal review of our processes. Safeguarding processes for people using the online and community test-and-post sexual health service which were not effective and did not meet required legislative standards. This meant that Public Health Wales reported safeguarding information to health boards, rather than to local authorities as we should have. We identified some data handling processes, involving personal data, which were not effective and did not meet required standards.
As soon as we became aware of these issues in November and December 2025, we took immediate steps to resolve them. We have made changes to some of our processes already and are undertaking a review which will help us identify any further improvements.
What were the issues in the online service that you identified and how are you addressing them?
When someone requests a sexual health test online, they are also asked a series of questions to explore any risks around abuse, safety and exploitation. The questions they are asked may differ based on their age. Where information was provided that indicates that they may be at risk, that information was sent to health boards for ongoing assessment and safeguarding action. This is usual practice and sexual health services have in place safeguarding protocols with oversight as part of their clinical governance. However, this was not in line with our statutory duty to assess and also report safeguarding information to the individual’s local authority.
The ongoing improvement and learning from the incident will include a review of the questions we ask those using the service, to ensure these are based on best practice.
We have also identified some young people who were not asked the appropriate safeguarding questions. This happened in cases where a person incorrectly stated they were over 18 earlier in the process, but indicated via their date of birth that they were under 18.
What is “safeguarding information”?
When someone requests a sexual health test, they are asked a number of questions to help us understand any risks to their welfare and safety. Where information was provided that indicated that they may be at risk, that information was sent to health boards, but it wasn’t shared with local authorities as it should have been.
What action have you taken?
We have already made changes to our internal safeguarding processes. All new disclosures are now reviewed, risk assessed with safeguarding experts, and referred to local authorities where appropriate. We are also conducting a thorough review of our service to identify any further improvements needed. Where incorrect or delayed results were identified, we corrected them and contacted the individuals involved, offering appropriate follow-up care.
Will those young people under 18 be prioritised in your review?
Yes. Those currently under 18 are being prioritised, but anyone who was under 18 when they used the service — even if they are now an adult — will also have their case reviewed and will be offered any necessary support.
Are adults are considered vulnerable?
Yes. We fully recognise that adults can also be vulnerable. We are strengthening our adult safeguarding response and improving our signposting to support services for adults who need them.
Is my personal data safe?
Yes. All patient information continues to be handled in line with national data protection standards. The data handling concerns we identified were internal administrative issues. No information about service users was shared outside NHS Wales or accessed by unauthorised parties. We believe the risk to individuals’ privacy is very low, but in the interests of transparency we have reported the matter to the Information Commissioner.
If you have concerns about how your personal data is handled, or would like to know what information we hold about you, you can contact our Data Protection Officer at [email protected].
What will happen when the review has finished?
We have made changes to some of our processes already and the independent external review will help us identify any further improvements that may be needed.
What steps have you taken to make sure children and young people are asked safeguarding questions?
The portal requests an individual’s age and date of birth. If an individual incorrectly states they were over 18 they would bypass the safeguarding screening questions. To minimise the risk from this, we are making changes to the online ordering system so that all opportunities to identify those under 18 are taken and appropriate safeguarding questions are prompted.
How do we safeguard young people who access the service who disclose risk of abuse or exploitation?
Experts meet daily to discuss any disclosures and act on them appropriately in accordance with the Wales Safeguarding Procedures and in line with our statutory duty.
When was the Welsh Government informed?
Welsh Government was informed in December 2025, once we had confirmed the issues required formal escalation. We continue to keep them updated.
How can I get further help or advice?
If you have concerns or questions, you can visit our website or call our free helpline: 0800 0352 877. It is open Monday to Friday 8am – 8pm and on weekends between 10am and 4pm.
