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Ambulance called by gp for my mum

Posted By Hope2020

"Ambulance called by gp for my mum"

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

(as a carer),

GP called for non emergency ambulance at 4:45pm. At 8pm there was still no sign of it. Didn't know who to call so phoned 111. They took information and tried to get through to ambulance service but couldn't. Told to phone 999 if condition worsened. Phoned 999 at 9pm, said clinician would call back. Phoned 999 again at 10:15pm as no one phoned and mum was getting more agitated. My dad is at the point he can no longer cope. Operator advised to reassure mum that someone is coming, not to give her food or water and not to call back as she had emergency calls to take. Totally unacceptable. I feel if my mum doesn't get care soon it will be two pensioners going into hospital 

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Responses

Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 4 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24

Submitted on 03/03/2020 at 16:46
Published on Care Opinion at 16:46

picture of Shona Lawrence

Dear Hope 2020

Thanks for sharing your experience on Care Opinion. I hope your mum is doing better. I can only imagine what a worrying time this would have been for you as a family and I am sure my colleagues within the Scottish Ambulance Service will respond to you.

I noticed your reference to a call to NHS 24 within your story and I am keen to explore this further. I am sure the situation you describe would have added to your frustration and worry, which is not the sort of experience we wish for callers to 111. I can be contacted on 0141 337 4544 or by email at Patient.Experience@nhs24.scot.nhs.uk

I hope to hear from you further with some additional detail.

With best wishes to you all

Shona

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Response from Mark Hannan, Head of Corporate Affairs and Engagement, Scottish Ambulance Service 4 years ago
Mark Hannan
Head of Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 04/03/2020 at 10:23
Published on Care Opinion at 10:23

Hi Hope2020,

I'm really sorry to hear about this and that your mum had to wait so long for an ambulance. This must have been a really worrying time for the family and particularly for your mum and dad. I would like to have this investigated for you so that we can look into what may have happened.

In general terms, sometimes a GP request is categorised on a certain timeframe based on the condition of the patient and in others, we can have a surge in immediately life threatening cases in the area at the time which can lead to delays but it would be good to look into the specific circumstances of your mums case so that we can see what might have happened and give you an explanation. I am so sorry this happened.

If you would like us to look into this, could you send some details (time, date, name, address, a summary of what happened) to scotamb.feedback@nhs.net and we can take this forward?

Once again, I apologise that your mum had to wait so long. I hope she and your dad are doing ok.

All the best,

Mark

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