"The paramedics went beyond the call of duty for me"

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

(as the patient),

I rang 111, who told me that I needed to go to South Mead hospital immediately. The ambulance was with me in minutes. The paramedics went beyond the call of duty for me. They were fantastic.

It took 25 minutes for us to get into the A&E – all the while just waiting in dock area. The paramedic came with me and I was taken to a back room. The room was dirty, squalid and disgusting. It was so bad that the paramedic refused to leave me there on my own.

Eventually they came and cleaned the room – but did so very badly and half-heartedly. The paramedic left, but unwillingly. I was then left in that horrible dark room for an hour and a half. It took them 45 mins to even get me a drink of water! I was given no pain relief and was left along for hours.

The ambulance staff were so disgusted they said that they would back me if I chose to complain. The hospital will definitely be hearing from me!

I just want to say how amazed I was by the wonderful young lady paramedic. She stood up to the hospital system and the dominating senior nurse. She refused to leave me in that awful room, saying that she had a duty of care to her patient. She went beyond the call of duty and should be commended.

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Responses

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

picture of Laura Martin

Dear Mode907

Thank you for taking the time to share your experience. I hope you are recovering well.

It is always rewarding to hear that our staff are continuing to provide excellent care to our patients when they need us most.

I would like to pass your kind comments onto the lady Paramedic who came to your aid. Would you be able to contact me, laura.martin@swast.nhs.uk or call 01392 453831, at your convenience, with the date and address that the ambulance attended? This would allow me to identify the staff involved and ensure she is recognised for the care she gave.

Thank you again for providing feedback on our service.

Kind regards

Laura

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