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Very Poor Service

Story from nhs.uk

"Very Poor Service "

About: East Midlands Ambulance Service NHS Trust

My 86 year old mother in law fell over and broke her hip in the street in Skegness she was unable to move and could not get in a car due to the pain and immobility of the broken hip.

An ambulance was called bun one was not sent and a phone back was made about 5 hours later. Instead of leaving her in the street for 5 hours I had to hire a wheelchair and push her in pain to the local hospital.

It is not fair to offer no service to an elderly woman with a broken hip.

The NHS web site gives clear advice that a broken hip is a medical emergency and the 999 system should be used.

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Responses

Response from East Midlands Ambulance Service NHS Trust 2 years ago
East Midlands Ambulance Service NHS Trust

Submitted on 23/07/2021 at 07:38
Published on nhs.uk at 23:28

Dear Mr Blissett

Thank you for taking the time to share your experience. We are very sorry to hear that you experienced a delay in response after your mother in law fell in the street resulting in you having to make your own way to hospital. During the COVID-19 pandemic we have been experiencing very high demand on our service which has impacted on our available resources and attendance times. We do hope she is recovering well.

If you are able to, we would appreciate you sharing your comments with our Patient Advice and Liaison Service (PALS) team, with as much detail as you can (e.g. date, time and location), so that they might identify the crew and look into this concern in more detail. You may contact them via telephone on 0333 012 4216 10am-2pm weekdays (or leave a voicemail if you wish) or email emas.pals@nhs.net.

We would very much like to investigate this further, help understand what happened that day and explore any learning identified.

Best wishes, Sarah Connerton, Patient Experience Manager, East Midlands Ambulance Service

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