"Ambulance crew delay in arrival"

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

(as other),

This feedback was received by the South Western Ambulance Service NHS Foundation Trust via a Have Your Say leaflet.

First 999 call was handled well, but crew couldn't find address. Second call made, but still no response. 40 minutes later the crew arrived

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Responses

Response from Sara Coburn, Patient Engagement Manager, Governance, South Western Ambulance Service Foundation Trust We have made a change

This feedback was received by the South Western Ambulance Service NHS Foundation Trust via a Have Your Say leaflet.

I have been fortunate enough to speak with the person who completed this form. They explained that their address is quite difficult to find and have provided some directions to the house. In order to prevent this kind of delay reoccurring I have arranged for a 'flag' to be added to our computer system.

In future, when a 999 ambulance call is received for this address, the 'flag' will alert our Control centre to the directions provided by the patient's family. This information will then be passed immediately to the crew/crews attending this address to prevent a delay in their attendance.

To help support this family further, I have spoken with both the Fire and Police service to facilitate these directions being applied to their computer systems too.

At SWAST, we are always incredibly grateful for all feedback as it is through this information that we can improve our service.

Thank you

Sara

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