"Great appointment but disappointed about patient transport"

About: Crosshouse Hospital / Trauma & orthopaedics Crosshouse Hospital Trauma & orthopaedics KA2 0BE Scottish Ambulance Service / Patient Transport Service Scottish Ambulance Service Patient Transport Service EH12 9EB

Posted by sophie54 (as the patient), 5 years ago

I attended an appointment at Crosshouse this week which I was very pleased with. It was to see how things were progressing with a fracture and to arrange future appointments for scans and things.
Staff were pleasant, helpful and efficient. There was a wee delay of half an hour but I don't mind that as it is a very busy department. We were offered tea and coffee if the wait went on much longer.
I got everything I needed from my appointment.
I have another appointment in a couple of weeks so thought I would request ambulance transport but I have been denied it. The staff were ok but suggested I try a bus or taxi. Even though I am not in plaster I have to keep the fracture still. Even though I on painkillers, I am in pain, shooting pains, when I walk so the thought of a bus journey is not appealing. I have phoned round about taxis but it will cost me £80 for a round trip which I cannot afford. I don't have anyone close who can give me a lift. I am not sure if there are volunteer drivers to drive me. I don't want to take anything away from anyone else in a worse situation that me but I feel a bit miffed about this.

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Responses

Alan Martin

Patient Experience Manager, Corporate Affairs and Engagement,

Scottish Ambulance Service

Submitted on 18/05/2018 at 11:10

Published on Care Opinion at 13:30

Dear Sophie54,
I am sorry to read that you are miffed about the decision made in regards to providing you transport. There is a set criteria for being eligible fro Patient Transport. Further to that there are certain conditions that are prioritised.
However, if I could ask you to call 03001231236 and you can appeal this decision where you should be called back for further discussions. The call handlers are not clinically trained and there may be points that were missed and it is important that if you are entitled to assistance then you receive it.

I would like to wish you all the best and if you require anything else you can email scotamb.feedback@nhs.net
Kind Regards
Alan

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Eunice Goodwin

Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,

NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 24/05/2018 at 10:54

Published on Care Opinion at 13:28

Dear sophie54,
I am sorry you have had a problem with transport and I hope you have taken up Alan's offer to make contact and appeal the decision. I hope it works out for you.
Thank you for letting us know that your care was good. I will pass your post to the Trauma/Orthopaedics team. I am glad your fracture is healing well, it really can be quite restricting.
best wishes,
Eunice

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Eunice Goodwin

Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,

NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 28/05/2018 at 09:36

Published on Care Opinion at 15:55

Dear Sophie54,
I shared your post and the information below, was given to me by our Senior Charge Nurse for the out patient department at Crosshouse in response:
She advised that in your case, contacting the Community Action Network may be the answer. It may be worth knowing for the future I expect.
Transport information
MyBus SPT This service can be used for;
Shopping GP appointments Visiting friends Attending local clubs
Booking number/ enquiries: 0345 128 4025
FirstStop This service can be used for;
Home help Care Transport prescription deliveries Home from hospital Domestic help
Booking number/ enquiries: 0845 608 0122
Community Action Network This service can be used for transport to health centres, clinics and hospitals in;
Ayr Irvine Kilmarnock Glasgow
Booking/ enquiries; call Robert Jess on 01465 714060
North Ayrshire cancer care Patient transport services open Monday to Friday 09.30-15.30 (out of hours answer machine)
Contact: 01294 55 22 23
Irvine and Troon cancer care Patient transport and information;
Contact: 01294 311887
I do hope you are well and your transport problems are solved,
Take care,
Eunice

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Update posted by sophie54 (the patient) 5 years ago

Thank you for the very useful information. I expect to use the services during my appointments regards.

Eunice Goodwin

Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,

NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 30/05/2018 at 08:30

Published on Care Opinion at 08:54

You are most welcome Sophie54, I hope it helps and you are back to full health quickly,
Best wishes,
Eunice

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