"Transport ambulance arrived too late"

About: Scottish Ambulance Service / Patient Transport Service

(as the patient),

I was supposed to be picked up this morning for a 10: 00 appointment in Glasgow, ready and waiting from 8: 30. As it got later and later I called the hospital and cancelled the appointment knowing that even if the transport ambulance arrived I would not make it there on time.

At 10: 20 the driver arrived, I explained I no longer needed the transport as I had cancelled the appointment. The driver said he had called the office to let them know he was running late so that the office could let patients know. He was told the office has called me, spoken to me and let me know the driver was delayed – I did not receive the call. The driver, clearly exasperated, showed me all the pickups that had been listed for him – there was no way he could have got me to Glasgow in time for my appointment, this was not well planned.

I did try to call the 0300 number for the ambulance transport service but could not get through, there was a suggestion that the number has been withdrawn.

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Responses

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

Dear Red354,

Thank you very much for your message and I am extremely sorry to hear you have been having issues with the Patient Transport Service (PTS). We make every effort to arrive in plenty of time to allow you to arrive on time for your appointment and when this is not possible we will try to make contact with the patient in advance to make them aware. it would appear this was not the case on this occassion and I am for distress this may have caused.

With regards to challenges you have been experiencing trying to get through to our Direct Patient Booking Line, I can advise that this number (0300 1231236) is still in operation, although we over the past 7 days we have been experiencing excessive call volumes which may have impacted on the length of time you had to wait on your call being answered.

Again, I am sorry to hear of the difficulties you have been experiening when accessing PTS. To allow me to investigate this matter further, can I ask that you email me directly at cconroy@nhs.net and I will make sure one of my team look into the circumstances surrounding our late arrival to pick you up.

Best Wishes,

Chris

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