"Care was great but delay in ambulance arriving"

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

(as the patient),

I was experiencing chest pains and so the emergency care practitioners came out to me. There was one paramedic and a student. I have absolutely no complaints about the care I received, I couldn’t fault it and I’ve always received great care whenever I’ve had to call. But I had to wait two and half hours for the ambulance to come and take me to hospital. The emergency care practitioners got to me very quickly, but couldn’t take me to hospital in their car.

My concern is that during the wait, they had to stay with me and were therefore unable to help anybody else for those 2. 5 hours, I just felt that it was an absolute waste of resources, I felt I was stopping them from doing their job and could have delayed them from helping someone else while they were sat in my house. They mentioned that they had just had a similar situation that same day where they had to wait for three hours, so between 8: 00am – 2: 30pm they had only seen two patients.

Once the ambulance arrived everything was fine and I couldn’t fault the care. I just feel very concerned about the delays

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

Hi Under283

Thank you for taking the time to share your story.

It is always rewarding to hear stories of how our staff are delivering care and support to patients when they need it most.

With regards to the delay in a suitable vehicle being available to take you to hospital, I am sorry there was a delay. Our service has been experiencing a significant demand on our resources recently and this has stretched all our resources. However I am very pleased that the care you received during this time was of a good quality and you felt supported by this.

We would be happy to share your story with the ambulance staff involved in your care, however to do so we will need some specific information. If you would like us to do this, please may I ask you to contact us on either plaudits@swast.nhs.uk or 01392 453 831 and a member of the Patient Engagement Team will be happy to help you further.

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

Kind regards


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