"Ambulance service rubish but care at the..."

About: Royal Blackburn Hospital


I am writing to tell you how we felt let down by a recent event. My wife fell and dislocated her shoulder around 12.30 1st may 2016.

She was in extreme pain and distraught. She rang 999 and was told the it was very busy, distraught she did not pursue the call. I arrived home shortly after to se my wife in a very poor state, she was distressed, crying and breathing very rapidly, as if almost going into shock. I immediately rang 111 which I thought was the same as 999 these days, it was a complete waste of time I realise now - as they seemed to be more interested in asking question then me telling them that my wife was in a bad place.

I then rang 999 and again I was faced with questions such as my date of birth - I tried telling them that my wife was in terrible pain with a probable dislocated shoulder and was in danger of going into shock

Is she bleeding - no - is she conscious - yes - then take her to a walk in centre or make your way to hospital but no way to get an ambulance. But she may be going into shock I said - this did not seem to register even though it can be fatal.

I had to drive her to hospital myself, meaning I could not monitor her vital signs.

If she had gone in shock I would have been at home alone with her.

We are disgusted with the service and feel very let down. I realise she was not dying of a cardiac arrest, but after never needing an ambulance in almost 60 years I sincerely hope I never need one again- maybe if I am dying I can answer all the questions before I go...

Disgusted and let down by a very poor service - what's the NHS coming to...

However once at the hospital the service and care was very good....

Story from NHS Choices

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Response from Royal Blackburn Hospital

Many thanks for your comments and thank you for taking the time to do so.

I hope your wife is recovering from her experience.

I note that most of your comments relate to your telephone call to 999.

I have forwarded your comments to the North West Ambulance Service and if you would like to contact me with further information, I can ensure you are informed of any response from them.

You can contact me, Helen Ritchie on 01254 734471 or email me at helen.ritchie@elht.nhs.uk

Thank you for your comments regarding your experience at the Accident and Emergency Department at Royal Blackburn Hospital and I am so pleased the care was very good. I will ensure your comments are passed onto the team.

Thank you again

Helen Ritchie

Senior Patient Experience Facilitator

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