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Emergency Ambulance

Posted By MagsC

"Emergency Ambulance"

About: NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance

(as a relative),

Immersive Reader

Had to call 111 to get ambulance for husband who was discharged from Hairmyres 5 days earlier so was the same condition recurred. 

He has various health conditions -  cancer, liver Cirrhosis, COPD, irregular heartbeat, and on the last admission to hospital found gallstones  

Phoned and had 20 mins wait then the triage which was very difficult asking to speak to husband when he's having difficulty breathing and in excessive pain but operator saying I can hear him speaking so need to put him on for me to speak to them. Husband also has hearing problems, however did put him on but bad to hand phone back to me to continue, I then said  this is a hard one, meaning this whole issue more so than other times have had to call for assistance but the operator said do not swear or be abusive. I said I didn't  swear and repeated what I said and said was saying to my husband not them.   

I found this the worst time I have had to get an ambulance, the triage questions are far too difficult to answer in yes or no! And very difficult to be precise in what and where pain is when patient is distress and got pain all over.

But do feel and do understand the logic that if a patient can talk or breath is not unconscious they aren't deemed a proper emergency but they are still in a serious  condition.

I was told ambulance on way at 1:20  and if he got worse phone 999. After and hour I had to do this  but again got triage questions even though they had him on screen in queue.

So finally at 4:20 ambulance crew came gave pain relief and took husband to Hairmyres to be admitted. 

I fully understand the triaging but it takes too long and the questions are difficult to answer correctly when restricted to yes or no!  I know have to prioritise patients but seriously have taken into consideration patients with many terminal health conditions .

And especially when the person calling for help is an elderly person also dealing with a very stressful situation and totally relying on emergency health care.

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Responses

Response from Alan Martin, Clinical Development Manager, National Operations, Scottish Ambulance Service 8 months ago
Alan Martin
Clinical Development Manager, National Operations,
Scottish Ambulance Service

Submitted on 30/08/2024 at 11:55
Published on Care Opinion at 11:55

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picture of Alan Martin

Dear Dancery44,

Many thanks for taking the time to share your feedback here on CareOpinion. I am so sorry to read about what happened to your husband and for the difficulties you experienced when calling for help. I hope that your husband is now getting the care he requires and is feeling better after that day. The Service would be grateful for the opportunity to review the calls and identify any learning that may be available. To do so we would need to know the date, time and address that the Ambulance attended and your husbands name. This information can be sent to sas.feedback@nhs.scot for the team to pick up. If you do decide to do this, would you be so kind as to make reference to your CareOpinion username so that the team can easily locate your story easily.

I wish you all the very best and thanks again.

Kind Regards

Alan

  • 1 person thinks this response is helpful
Response from Laura M, Patient Experience Officer, Nursing and Care, NHS 24 8 months ago
Laura M
Patient Experience Officer, Nursing and Care,
NHS 24

Submitted on 05/09/2024 at 12:42
Published on Care Opinion at 12:42

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Dear dancery44

Thank you for sharing your experience on Care Opinion. I’m sorry to learn you had cause to contact NHS 24 on behalf of your husband, who was feeling unwell following a recent discharge from hospital. I understand this must have been a very worrying time for you both. I note from your story, your husbands journey of care involved NHS 24 and the Scottish Ambulance service. I reply in relation to NHS 24’s element.

I understand your concern regarding the wait time to access the service and appreciate this would have added to an already stressful situation. Unfortunately, due to the demand on our service there are occasions when wait times can be extended, however this is not the experience we wish for any of our callers and we apologise for this.

In relation to your feedback regarding the triage process, I would like the opportunity to explore this further with you and review your contact with NHS 24. If you would be kind enough to contact me to provide some additional detail to enable us to locate your call and correspond with you, we could arrange this.

You can contact us by email at Patient.Experience@nhs24.scot.nhs.uk.

Thank you again for sharing your experience and please pass on our best wishes to your husband.

Kind regards,

Laura

  • 2 people think this response is helpful