"Ambulance Late Arrival"

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

(as a relative),

Called 999 for an ambulance for my wife spoke to a 999 operator who informed me their system had crashed, who then proceeded to take details by hand.

Informed him my wife had only been discharged from Poole hospital 2 days before after spending 7 days on the surgical ward, and at the point of the 999 call was again experiencing the same symptoms.

Potential heart failure (Having A. F) and had been diagnosed with a bowel disease to add to complications also having breathing difficulties having had 2/3 of her right lung removed due to cancer 1 year early.

MY COMPLAINT: -

The ambulance finally arrived after 1hour 22 min.

MY PRAISE: -

The two female paramedics that attended Lorna and Sam (late through no fault of theirs) can only be described as the best, and extremely professional at their job and very caring throughout. THANK YOU TO BOTH OF THEM.

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Responses

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

Dear Indiana

Thank you for taking the time to share your feedback - I hope your wife is feeling better.

I am sorry that there was a delay in an ambulance attending you, but I am pleased that the care your wife received was of such a high standard.

The detail you have provided here has been anonymised, so I am unable to locate the details of the 999 call and susequent ambulance attendance, so I cannot direct comment on the event.

However, we would welcome the opportunity to look into the events surrounding the ambulance attending your wife; if you would like us to do this may I ask you to contact our Patient Experience Team on either swast.patientexperience@nhs.uk or 01392 261 585 and a member of the team will be able to provide information on the next steps.

Thank you, again, for taking the time to share your story with us.

Sara

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