"Spoken to abruptly and rudely"

About: Scottish Ambulance Service / Patient Transport Service

(as the patient),

I was really dismayed with the way in which I was spoken to by the young woman who answered my call when I rand to arrange transport for a hospital appointment. My wife has always come with me to the ophthalmology clinic appointments as I have emphysema and often have eye drops that affect my sight and sometimes have injections. I am terrified of injections and am a nervous wreck beforehand and even more of a wreck afterwards, having my wife with me helps to keep me calmer.

The woman who answered my call asked me ‘what’s wrong with you anyway? ’ when I asked for my wife to come with me. She insisted that I could manage on my own, was very abrupt telling me I must be ready by 8: 00 am on the day of the appointment and left me feeling very agitated.

 just do not feel confident that the transport was booked after the way I was spoken to.

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

picture of Martin Esposito

Dear Pedestrian864

I was extremely disappointed to read about your experience when trying to arrange ambulance transport.

Without knowing more details, it is difficult to know the reasons for what happened when you contacted our booking line on this occasion. What I can tell you is that we do have guidelines for people wishing to travel with the patient and do try to accommodate this wherever possible. There are some rare occasions where we simply have no room on the ambulance for an additional person and therefore sometimes we have to decline the request for an escort.

Whatever the reason, we should be able to communicate with everyone in a positive, professional and person-centred manner and I am extremely sorry that this does not appear to have happened on this occasion.

I am also concerned that you have stated that you are not sure if the transport was booked. Can I ask you to either re-contact our booking line to confirm this or if you wish, to contact me I would happily do this for you. You can contact me by telephone on 0131 314 0003 or at martinesposito@nhs.net

Take care


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