"Most of the time we are really pleased with the service"

About: South Western Ambulance Service NHS Foundation Trust / Emergency ambulance South Western Ambulance Service NHS Foundation Trust / NHS 111

(as a relative),

My husband, who is 88-years-old, had a fall at lunch time recently, and broke his shoulder. Charlie, the paramedic who attended to him, was just wonderful.

My husband has problems with his balance, he’s a big man at over six foot and I wouldn’t be able to lift him. Over the past 12 years, we’ve needed to use the service 18 times as my husband suffers from an upper intestinal blockage; the staff have always been kind apart from on one occasion.

On this occasion, the service was disgusting – the paramedic told my husband to take some laxatives and ‘sleep it off’, although we know from experience it’s much more serious than that.

We’ve also had problems with the 111 service. Usually I phone my GP and he sorts the paperwork. With 111, we had to wait two and a half hours for a doctor to phone us. When he did, he actually asked me “what do you want me to do? ” I told him we needed an ambulance.

However most of the time we are really pleased with the service.

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Responses

Response from Sara Coburn, Patient Engagement Manager, Governance, South Western Ambulance Service Foundation Trust

Hi Jazz255

Thank you taking the time to share your story - I hope your husband is recovering well from his fall.

It is always so rewarding to hear how are staff are continuing to provide excellent care to patients when they need it most. I would like to share you kind words of thanks with Charlie, however in order to identify which member of staff this is we will need some more information from you. Could I ask that you contact me, at your convenience, on either 01392 261 552 or sara.coburn@swast.nhs.uk. During this time we could also dicuss if you would like us to investigate the incident you mentioned, when you called the 111 service.

Thank you again.

Sara

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