About: South Western Ambulance Service NHS Foundation Trust

(as a relative),

The three times my grandmother has pressed her lifeline, the council has responded and an ambulance called. Three times, the keysafe number, passed form the council, was not passed on from the control room to the attending paramedics.

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

Hi NSallis

Thank you for sharing your Grandmother's story - I hope she is well.

Your Grandmother's story highlights the importance of sharing all relevant information with the our service prior to our clinical staff arriving at the scene of an incident; information regarding key safes is really important to ensuring that our staff are with a patient in need as quickly as possible.

When events like this happen our staff are able, and regularly do, report issues and our Trust will follow these events up with the relevant bodies wherever possible.

Thank you, again, for taking the time to offer feedback.

Kind Regards


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Update posted by NSallis (a relative)

I am frustrated that my complaint is considered a 'story'. By no means was my Grans experience a 'story. Bringing this situation to your attention should be considered and called by what is it A Formal Complaint due to a critical lack of information being communicated. I am offended of how the complaints process is concealed under a 'friendly story' guise. Your service seriously put a vulnerable sick old woman at risk. There is nothing friendly about this failure or softly softly response.