"Slow ambulance call out time"

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

(as a relative),

Ambulance called at approx. 7.30 pm. it did not arrive until 3. 00 a. m. the following morning. patient was a vulnerable 75 year old lady with a head and face wound following a fall, very unsteady on her feet. Made a follow up call to 999, but advised that they were all on call to more urgent needs. They called us to advise they would be with us asap at approx. 1 a. m. When they did arrive, paramedics told us that they had only had the call at 10 pm and they could have been with the patient sooner.

A very, very, poor response and traumatising experience for the patient.

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Responses

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

Good Afternoon caring sister,

Thank you for taking the time to share your experience with us. I'm sorry for any distress or anxiety that was caused to the patient or yourself due to the long wait for an ambulance. Long waiting times can be caused by a number of factors so it would be difficult for me to comment on the specific reasons for this without some more specific information from you.

If you would like us to look into the specific events concerning your experience, we would be very happy to do so 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.

Sara

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