"999 call for farm accident"

About: South Western Ambulance Service NHS Foundation Trust

(as the patient),

I was involved in a serious accident with a tractor on a farm, with serious crush injuries to my arm.

I was working alone and called 999 immediately as I was trapped and couldn't free myself. The pain was intense and I was panicking about being released.

I gave the operator accurate directions to where I was located, but it took around 20 minutes for co-responders to arrive. They told me they didn't know where to go exactly, nor who they were looking for.

As the responders were both local it was not the local knowledge that was lacking, but directions from Ambulance control. I ended up calling the co-responders directly on their mobile to direct them to me.

The care there on was very good, but the initial delay in response I felt was very serious. Had I been bleeding heavily or a life and death situation, which it easily could have been, the delay in reaching me would have probably meant I wouldn't have survived.

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Responses

Response from Laura Martin, Patient Engagement Administrator, Governance, South Western Ambulance Service

picture of Laura Martin

Dear scilly

Thank you for taking the time to share your experience. I am so sorry to hear that the Trust did not meet your expectations on this occasion. I sincerely hope that you are making a good recovery.

We really appreciate feedback from patients, as the Trust is keen to learn from incidents where expectations are not met, to ensure improvements can be made to the service we provide. In order for this incident to be investigated we would require a little more information from you. Could I please ask that you contact the Patient Experience team on 01392 261585, who will then be able to launch an investigation into the events.

Thank you again for bringing this to our attention.

Kind regards

Laura

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Response from Laura Martin, Patient Engagement Administrator, Governance, South Western Ambulance Service

picture of Laura Martin

Dear Scilly

Thank you for taking the time to make further contact with us. We really appreciate being given the opportunity to look into this incident in detail.

From our records I can see that this event has been investigated, and that our Feedback Manager, David Hartland, has been in touch with you. I understand that he was able to answer your queries and discuss the results of the investigation in detail with you.

Thank you, again, for taking the time to share your story.

Laura

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