"A delay in my father’s appointment"

About: South Western Ambulance Service NHS Foundation Trust

(as a relative),

There was a delay in my father’s appointment when being picked up. We were given a 2 hour slot – usually for an 11am appointment they come at 1pm.

The other day, we had a 10am appointment but the ambulance didn’t come until 12: 50. The paramedics didn’t realise.

My father was 100 last month and can’t wait around too long. This is too long to wait.

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

Good Afternoon Vet317

Thank you for taking the time to share your story. I am very sorry to hear that there was a delay in your father's transport.

Our non-emergency ambulance service is predominantly a 'pre-planned' service, that is to say that we plan all the journeys 24 hours before they take place. While we take care to plan our vehicle movements to ensure patients receive transport that is suitable for their care needs and their mobility, there are at times unforeseen delays.

Delays are very unfortunate and can be due to any number of factors - vehicle breakdowns, overrun earlier on in the day or traffic congestion to name a few. On this occassion, you mention that there may have been a confusion as to the timing of your father's appointment, for which I apologise.

If you would like us to look into the events surrounding your father's transport on this day please contact our Patient Experience team on either swast.patientexperience@nhs.net or 01392 261 585 and one of my colleagues would be happy to discuss this matter with you further.

Thank you, again for sharing your story.


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