"Episode extreme acute back pain"

About: Harmoni / NHS 111 London Ambulance Service NHS Trust St George's Hospital (Tooting) / General surgery

(as the patient),

In August I had to call an ambulance in the morning as I was unable to get out of bed properly due to extreme pain in my right thigh and back. I was in an awkward position while waiting for the ambulance.

Upon calling the ambulance we were given very clear and reassuring instructions and I gave the necessary medical history. Hence an ambulance they said would be on its way.

After half an hour waiting, we called again to get an update on the ambulance and was reassured that one would be on its way but was unexpectedly sent back for a more critical emergency about which I was totally understanding.

An hour later I called again to get an update at which due to my awkward position to not fall off the bed I was getting very tired and in a lot of pain. The person on the phone tried to reassure us that the ambulance is on its way and apologised due to obvious emergencies

An hour and a half later the ambulance arrived and was given pain relief and driven to the hospital.

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Responses

Response from Amanda Mayo, NHS 111 Service Director, Harmoni

I am sorry that you have been in such discomfort. I hope that the NHS111 service was able to reassure you and explain why the delay occurred.

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Response from St George's Healthcare NHS Trust

We are sorry for your experience prior to arriving at the hospital. If there is anything that you would like to discuss about your experience after you arrived at St. George's Hospital, please contact the Patient Advice and Liaison Service (PALS) on 020 8725 2453. PALS will try and help you with your concerns.

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