"Patient Transport"

About: Scottish Ambulance Service

(as a carer),

Requested Patient Transport to allow patient being discharged to use their own wheelchair - as had been agreed and actioned on Patient Transport admittance (no modifications made to the patient's wheelchair in the intervening 3 days)

- Patient Transport agreed and confirmed as acceptable at 10: 00

Requested patient be accompanied at time of discharge on Patient Transport by carer (as has been permitted on all recent Patient Transport journeys - patient has dementia and is very fearful when carer is absent - already noted and confirmed by Patient Transport records).

- Patient Transport refused request at 13. 00

- In addition, Patient Transport revoked use of patient's own wheelchair at 13. 00

- Carer was advised to collect patient's own wheelchair - essential for all domestic transfers by patient - from Ward 2b after discharge.

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Responses

Response from Daniel Quee, Communications Assistant, Scottish Ambulance Service

picture of Daniel Quee

Mystery Shopper 3541,

I am very sorry to hear that you have again had a poor experience of using our Patient Transport Service.

As you have been in contact with the Service a few times I want to make sure that we're doing everything we can to put this right as soon as we can. So, I've passed your details on to Heather Kenney, our Director of Strategic Planning and Quality Improvement who will give you a call as soon as possible today.

Again, my apologies and thank you for taking the time to let us know.

Kind Regards,

Daniel Quee

Communications Assistant

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Response from Heather Kenney, Director of Strategy and Planning, Scottish Ambulance Service We are preparing to make a change

Thank you for taking the time to chat with me about your recent experience of our service and the recurring issues you have raised. On behalf of the scottish Ambulance Service can I offer my sincere apologies for any anxiety and inconvenience this has caused. I would also like to re-assure you that all of these issues will be shared with our local managers with a view to learning from them and more importantly taking steps to ensure that we make the necessary changes and improvements that prevent similar problems arising in the future for you and other patients.

I would also like to thank you for taking the time to raise these issues with us. It is only by listening to our patients and their concerns that we can reflect on the quality of care we provide and continue to strive to improve it. These concerns will inform the ongoing quality improvement work we are undertaking within the pateint transport service.

Once again please accept my sincere apologies and please do feel free to contact me direct if I can be of any further assistance.

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Update posted by Mystery Shopper 3541 (a carer)

To: Mr D Quee and Ms H Kenney - thank you both for these responses, your commitments to systems improvements are accepted.

One further request of Ms H Kenney ~

You stated that you wish to personally visit/write to the patient and convey your apologies - and we have agreed that a letter would be most appropriate. May I ask that your letter:

- Is on Official Letter Headed paper.

- Indicates your job title.

- Indicates that the patient's carer has been authorised to travel with the patient any/every time that Patient Transport is utilised and that this has been recorded on the Patient Transport computerised records system (together with all other relevant details).

- Indicates that the patient's own wheelchair can be used whenever necessary.

The letter may then be furnished as proof of confirmation all of these issues whenever required.

Thanking you in advance of receipt of your letter.

Best Regards

Mystery Shopper 3541

Response from Heather Kenney, Director of Strategy and Planning, Scottish Ambulance Service

Very happy to write to the patient and will do so in the next few days once a full review of the issues you have raised is complete.

Once again my sincere apologies and also my best wishes to the pateint for a speedy recovery.

Kind Regards

Heather

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Update posted by Mystery Shopper 3541 (a carer)

To: Ms H Kenney - Director of Strategy and Planning

Have you completed your full review?

I note your " Very happy to write to the patient and will do so in the next few days" statement on the 14/11/13 at 13:17.

However, no letter from yourself received yet.

Kind regards.

Response from Heather Kenney, Director of Strategy and Planning, Scottish Ambulance Service

Dear Mystery shopper 3541

Nice to speak with you again this morning and to hear the patient is now recovering well. The review is now complete and special notes have been added to the patient personal recod to ensure their needs are fully met in future. A letter will follow as agreed.

Many thanks again for your feedback.

With best wishes

Heather

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