"Ambulance journey, and 'new' Southmead Hospital, Bristol "

About: South Western Ambulance Service NHS Foundation Trust / Patient transport service (PTS) Southmead Hospital

(as the patient),

Recently, an ambulance crew came to pick me up for a scan in Southmead Hospital, in Bristol. They, Heidi and Alan, were very helpful and caring, and took my home volunteer and I to the hospital for an appointment at 9.45. We were in very good time, and they said they would collect us an hour after the appointment. We told this to the receptionist.

I was seen first by a nurse, we then waited a very long time for the doctor and the scan. Everywhere was being run down as the breast clinic was being moved, and Frenchay Hospital had been closed that morning and moving in from 2.00 am that morning. Perhaps unsurprisingly, that meant a very long wait. Before I saw the doctor, the crew arrived and very obligingly waited for me.

I had my scan and the crew took us straight back after the volunteer had found them! So everything was smooth apart from the hospital visit. We were very grateful to the crew.

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Responses

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

picture of Laura Martin

Dear Rosalind

Thank you for taking the time to share your experience.

I am glad that you were happy with the Patient Transport Service, and the crew who transported you.

I would like to pass on your kind comments to Heidi and Alan for you. In order for me to be sure which of our Alans came to you, would you be able to contact me, at your convenience, with the date on which you travelled? My telephone number is 01392 453831 or email laura.martin@swast.nhs.uk.

Thank you again for providing feedback on the service you received.

Kind regards

Laura

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Response from Steven Sykes, Advice & Complaints Team Manager, North Bristol NHS Trust

Dear Rosalind – thank you for your feedback about your journey to and treatment at Southmead.

To add to Laura’s comments I am sorry that your experience was affected by the transfer of service to the new Hospital site. We regret any inconvenience caused by the long wait, but it has been difficult to ensure such a large project has not had any adverse effects on patients. I regret that the timing of your visit mean the service fell below that which we aspire to provide.

I hope that should you need to visit Southmead again you will find the new facilities deliver a huge improvement to the patient experience.

Kind Regards -

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Update posted by Rosalind (the patient)

Thank you very much for responding so quickly.

re: ambulance to Southmead Hospital.

I don't know which Alan it was, but he and Heidi were on duty together on Monday the 19th May. I do hope this is sufficient for identification.

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

picture of Laura Martin

Thank you Rosalind

I shall pass on your thanks to the crew!

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