"patient transport problems"

About: Falkirk Community Hospital Scottish Ambulance Service / Patient Transport Service

(as the patient),

I recently had to have a cataract op in Falkirk which is 10 miles from where I live. I asked for patient transport but was turned down because I told them I had gotten a taxi to the dentist. They said I didn't need transport if I could get into a taxi. I have to use a taxi when going out as I can only walk a little distance. I complained about this but was told no I wasn't elegible. I am now suffering from severe dizziness and doctor has arranged for me to be fitted with heart monitor for 24hours which means a trip to Larbert hospital and another trip 24hours later. I requested patient transport and was told yes. Fifteen minutes later I was phoned and told I couldn't have transport, I imagine this was because of my earlier complaints. The person said I had been turned down last 3 applications-this is untrue was 1 application but was contacted 3 times by ambulance service. I also told person this was entirely different treatment. She said she would have to consult supervisor. That was 2 days ago and haven't heard back from patient transport!

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Responses

Response from Chris Conroy, Head of Patient Transport Service, Scottish Ambulance Service

Dear Malherb3,

I am very sorry to hear that you have been having issues when trying to access the Patient Transport Service in supporting you to attend your appointment at the Forth Valley Royal Hospital. I am sure it would have been extremely frustrating to be told you would not receive Patient Transport,after initially been informed you would, based on information from previous requests for transport. When requests are made for Patient Transport we will ask a number of questions to determine whether they have a clinical or medical need for ambulance assistance in supporting you to attend a Hospital site. We will ask these questions every time a request for transport is made as we recognise that patient's needs change and therefore so does their need for Patient Transport. It would appear that this did not happen on this occasion. For this and the fact that you did not receive a further call back to clarify, I am extremely sorry.

I understand, following an email sent by yourself, a member of my team has contacted you and the matter has now been resolved, whereby Patient Transport has been booked for your appointment. If this is not the case, please feel free to contact me on 0141 810 6101 to discuss further.

Thank you for taking the time to share your story and I do hope that the clinical team at the Forth Valley Royal Hospital get to the bottom of the severe dizziness you have been suffering from.

Take Care,

Chris

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Update posted by malherb3 (the patient)

yes I have been contacted by patient transport today and received an apology. Transport has now been sorted. Thankyou