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A shock observation of how stretched they are

Posted By PuppyPower

"A shock observation of how stretched they are"

About: Royal Cornwall Hospital (Treliske) / Emergency Department South Western Ambulance Service NHS Foundation Trust / Emergency ambulance

(as the patient),

Following a 999 call, an ambulance was dispatched for me, following a suspected Heart Attack. The ambulance took around 3 hours to reach me, but advice was available over the phone. Once the ambulance arrived I was given first class care and attention and was taken to RCHT.

4 hours waiting in the car park due to backlog of Ambulances queuing . 

 Now, this is not a complaint, but a shock observation as to how stretched the NHS is .

Every single worker I met , from start to finish was incredibly kind, professional and run into the ground .Nobody moaned. I was treated with the utmost respect, care and attention possible .

However, the ambulance took 3 hours to get to me . They are busy.

The wait in car park . They are busy. 

The ambulance with 2 highly trained people was off the road as they couldn’t leave me anywhere unattended !

So, whilst I was being  looked after, how many other people were waiting for attention? 

I was lucky. I was seen . I was given emergency treatment. My visit and urgent care took up the time and care of about 9 members of trained staff.

It was necessary. I thank them, each and every one of them.

Thank you to all concerned with my care at Treliske Hospital. I thank you .

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Responses

Response from Deanne Hill, Patient Engagement Manager, South Western Ambulance Service NHS Foundation Trust 12 months ago
Deanne Hill
Patient Engagement Manager,
South Western Ambulance Service NHS Foundation Trust

Submitted on 06/08/2024 at 17:04
Published on Care Opinion at 17:04

Good afternoon PuppyPower,

Thank you so much for providing us with feedback on the recent service you received from us, it is much appreciated! We are so glad to hear that you were well looked after by the ambulance crew who attended you, though we are sorry that you had to experience this at all.

For confidentiality, your patient information is redacted on this platform and so we cannot find the details of your incident, we would love to pass your message onto the Ambulance crew who attended you and so, if you would be willing to share some additional information, please could you email compliments@swast.nhs.uk with your name, date the ambulance arrived, address and thank you message, we will then ensure this is passed onto to the relevant crew.

Thank you again for taking the time to feedback and we do hope you're recovering well and sorry to hear of your delayed waiting times.

Kindest regards,

Carly
Patient Engagement Team
SWAST

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Response from Robyn Jones, Sister, Emergency Department, Royal Cornwall Hospitals NHS Trust 12 months ago
Robyn Jones
Sister, Emergency Department,
Royal Cornwall Hospitals NHS Trust

I work in the Emergency Department as a Sister. I support a team of nurses and doctors in delivering emergency care. I co-manage performance and conduct with the ED senior team in line with local and national policies. I believe that maintaining contact post attendance with our services users is really beneficial. Gaining your valuable feedback can help us create changes so we can deliver the best service we can.

Submitted on 09/08/2024 at 15:18
Published on Care Opinion at 15:29

picture of Robyn Jones

Dear Puppy Power

Thank you for taking your time to feedback to our teams. I hope you have made a full recovery by now.

I am pleased to hear your experience of the staff and treatment was of a high standard, but I apologise for the waits you had to endure. This, as you know is beyond our control in ED but please be reassured we are working hard everyday to try and change what we can.

Kind regards

Robyn

ED, Sister

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