"Poor service"

About: NHS Ayrshire & Arran North Ayrshire Council Scottish Ambulance Service

(as a relative),

Last Friday my mother had an appointment at Crosshouse hospital for which I had arranged transport through the ambulance service. On the Wednesday before her appointment I called the transport service to confirm all was in order, particularly as my mother is in her nineties and frail and would need a wheelchair. They confirmed the booking and assured me my mother would be picked up between 12: 00 and 12: 30.

At 13: 25 on Friday my mother called me to say the ambulance had not yet arrived. I called the transport service who said they would call me back within 5 minutes. They did not call me back.

I called again and was told an ambulance would be at my mother’s in 10-15 minutes. This time it did arrive just as I had been told.

Despite having pre-arranged a wheelchair the ambulance crew did not have one with them and asked my mother if she would be able to walk to the ambulance with a Zimmer frame. My mother was unable to do so, the ambulance people got my mother’s wheelchair ad took her in that.

My mother was late for her appointment as a result of this delay but she was seen at the clinic and returned home.

Because of the hospital appointment I had rearranged the times when her carers and district nurse would be able to go and see her. The district nurse was scheduled for 4: 30 to dress a wound on her leg, when she arrived she found my mother had been settled in her armchair by the ambulance crew and the wheelchair had been left in the living room. It was clear my mother was too frail to be able to fold up and put away the wheelchair by herself and would have found it difficult to get around it with her Zimmer frame if she had needed to go to the bathroom or kitchen whilst she was alone.

The District Nurse folded and put away the chair.

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Response from Martin Esposito, Patient Experience Manager, Corporate Affairs and Engagement Department, Scottish Ambulance Service

picture of Martin Esposito

Dear Ash982

I was sorry to read about your mother’s experience when she needed our help to attend her appointment at Crosshouse Hospital. We do appreciate the importance of hospital appointments for our patients and our vital role in getting patients to those appointments.

I would really like to be able to explain to you why therew ere difficulties on that day but this would be difficult with the limited information currently available to me.  However, I will pass on your feedback to our Patient Transport Service managers and if you would be willing to contact me I would be more than happy to investigate this further and provide you and your mother with a full explanation.

My telephone number is 0131 314 0003 and my email address is martinesposito@nhs.net

In the meantime, please accept my apologies for the difficulties your mother encountered on that day and thank for sharing this story.


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Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran

picture of Eunice Goodwin

Dear Ash982,

I am sorry your Mum had such a trying day but I am very glad the District Nurse was scheduled to visit and managed to help the situation.

I hope she has recovered now,

Best wishes,


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