"Ambulance waiting time"

About: South Western Ambulance Service NHS Foundation Trust / NHS 111 Southmead Hospital

(as the patient),

Rang 111 for advice as I started bleeding from my dressed and packed wound from surgery earlier in the day.

01. 30 - 111 on explanation said an ambulance was on its way and told my wife to turn all the lights on, put the dog away and stand outside to direct them.

03. 00 - rang 111 again as no ambulance had arrived, they said one was being despatched and will be with us shortly.

05. 00 - resorted to ring 999 who sent a fast response car who arrived at 05. 20.

07. 00 - ambulance arrived to take me to southmead hospital.

6. 5hrs to wait for an ambulance, not a good service.

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

Good Morning Methane Man,

Thank you for taking the time to share your story. I hope you are feeling better now.

I am unable to give you an exact reason for the length of time the ambulance took to arrive with you, as I am unable to identify the date of the call and your location from the details written here. There are a number of possible reasons as to why this happened. One possible explanation may be that our service has been experiencing unprecedented demand in recent months and this, at times, can cause a delay in ambulance arrival. However, please be assured that we will always aim to be with you as soon as we are able to be.

If you would like for us to look into the specific events concerning the ambulance attendance for you, we would be very happy to look into what happened but we will need some detailed information to enable us to do this. Please may I ask you to contact our Patient Experience Team on either swast.patientexperience@nhs.net or 01392 261 585 and a member of the team will take you through the next steps of the process.

Thank you, again, for taking the time to provide our service with feedback.


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Response from Southmead Hospital

Dear Methane Man,

Thank you for your comments, I am very sorry to hear that you had such a long wait for an ambulance.

Regrettably, as this service is not managed by the North Bristol Trust we are unable to comment on why the ambulance took so long to come to your home.

However, I hope that once you arrived at Southmead Hospital that your care went well, and that you are now recovering from your surgery.

Yours sincerely, Sue Needs, Deputy Advice & Complaints Team Manager

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Update posted by Methane Man (the patient)

My hospital treatment and care were faultless as are the district nurses that have been attending to me after my hospital treatment. Keep up the good work. Thanks