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Non ambulance

Posted By ignored complaint

"Non ambulance"

About: Royal Devon & Exeter Hospital (Wonford) / Ophthalmology South Western Ambulance Service NHS Foundation Trust / Emergency ambulance

(as the patient),

Bearing in mind that I have had a brain haemorrhage and am very concerned about high blood pressure. I have a blood pressure monitor. As a result of unsuitable medication my blood pressure increased to 165/132. My heart beat was much faster that normal to the extent that I could hardly breath. I was very worried.

I phoned for an ambulance. The operator refused to send one and told me to go here there and everywhere to get checked out. It was evening. I am in my 70s. I do not have a car.

When I eventually got to see my GP. he was shocked. I think my treatment by the ambulance service was totally inadequate. My heart beat took and hour to return to normal.

Also on another topic, it would be good if the glaucoma unit in Exeter actually answered the phone even just once. Yes, they phone back in response to messages left but then they have to phone back again because the wrong person phones up.

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Responses

Response from Lauren Tyrer, Cluster Support Manager (Eastern Services), Ophthalmology (Eastern Services), Royal Devon University Healthcare NHS Foundation Trust last month
Lauren Tyrer
Cluster Support Manager (Eastern Services), Ophthalmology (Eastern Services),
Royal Devon University Healthcare NHS Foundation Trust

Submitted on 11/06/2025 at 15:26
Published on Care Opinion at 15:26

Dear ignored complaint,

My name is Lauren and I am the Operations Manager in the Ophthalmology department.

I am very sorry to hear that you have experienced difficulty in getting through to the Glaucoma Unit in Exeter. Unfortunately at times of staff shortages the team are not always able to answer all calls that comes in to the department. If it is particularly busy with the team helping other patients then the phone will go through to voicemail; by having an answer machine it saves having to wait for someone to become available to answer the phone. The team do take these messages off on a regular basis and endeavour to get back to patients as quickly as possible.

I apologise for any inconvenience caused by this issue and appreciate your understanding and patience.

Thank you for your efforts in addressing this. I will do my best to ensure smoother coordination in future.

Kind regards,

Lauren Tyrer

Operations Manager

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