"Should an ambulance have been sent right away?"

About: South Western Ambulance Service NHS Foundation Trust / Emergency ambulance

(as a relative),

On sunday morning I called for an ambulance to come to my aunts house. I made the operator aware that she was 83 years old. She had fallen out of bed at 6pm the night before and it was now 10am the following morning. She was on the floor and had been all night.

I said I was unable to get her up and the only other person with me was my 80 year old mother. She said a nurse practitioner would call and make the decision whether to send an ambulance. I was shocked with this information and I reconfirmed the situation and was told a nurse practitioner would call.

She did call and an ambulance was sent. The ambulance men were amazing and dealt with my aunt with dignity in her home, but were shocked that they were not called straight away.

Please can you confirm if the operator did the right thing or if further training or the process is incorrect, as due to the time frame her age and the overnight temperatures I would have assumed an ambulance should have been sent straight away.

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

picture of Laura Martin

Dear pampered

Thank you taking the time to share your story - I hope your Aunt is recovering well at home.

I am sorry to hear that your expectations of our service were not met on this occasion.

I think it would be beneficial for us to look into this incident further to ascertain what happened. In order to do this, we will need some specific information regarding your Aunts address and date of the call to help us identify the event. If you are happy for us to do this, may I ask you to contact our Patient Experience team on either 01392 261 585 or email patientexperience@nhs.net and one of the team will be very happy to help you further.

Thank you, again, for taking the time to provide feedback.

Kind regards


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