"Welsh Ambulance transport procedure"

About: Welsh Ambulance Services NHS Trust

(as the patient),

I’d like to express my appreciation of the effort made by Richard Hall, the Customer Services Manager (ABHB) after I had contacted the Welsh Ambulance Service about the difficulty I had using their service.

On crutches with my leg in plaster after breaking my ankle, I was given an appointment by the Fracture Clinic at Royal Gwent Hospital, Newport. When I called the South East Wales patient transport booking centre to arrange transport, I was advised that the service to the hospital would not be available for appointments after 2. 30 pm. My response was that I would be happy enough to go then as I was prepared to arrive at the hospital early but this suggestion was declined. With no further explanation, I was curtly told by the call centre I would have to contact the Fracture Clinic and arrange another appointment.

When I questioned the Welsh Ambulance Service about this, Mr Hall informed me I had been given the wrong information. He made the effort to visit me in person and booked an appointment for me later this month. Appreciating hearing the experience of maladministration from a user of the system, he promised to address the communication and procedural issues involving the Welsh Ambulance Service, the South East Wales patient transport booking centre and GP practices.. I am grateful for his response and patient focus.

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