This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Ambulance Transport to Appointment

Posted By dulciegirl

"Ambulance Transport to Appointment"

About: New Victoria Hospital (Glasgow) Scottish Ambulance Service / Patient Transport Service WestMARC (West of Scotland Mobility and Rehabilitation Centre)

(as a carer),

My husband has MS and can only get about by wheelchair.  He is now at the stage where he is being assessed for an electric wheelchair.  At present, due to various  hospital stays, he doesn't have the strength to transfer from his wheelchair into the car which means we need to arrange ambulance transfers to and from hospitals for any appointments.

His electric wheelchair assessment appointment is due to take place Mid August, however, I have just had to cancel as I cannot get through to the service to organise an ambulance.

I have been trying for 16 DAYS to get through to them!  I have tried at various times of the day and as per their advice have been trying at the so called quieter times!  I have call logs to prove just how long and how many times I have been trying.

I finally called it a day this morning and phoned the hospital to cancel the appointment.  The lady was extremely helpful and has agreed to request re-arranging for further down the line in the hope I might be able to get through to the Ambulance Transfer Service.

I find it incredible that this is happening and that there is NO OTHER WAY to reach these people. I know things are busy and some restrictions are still in place, but 16 DAYS!!

Unfortunately, he has a MRI Scan booked in a couple of weeks and who knows if I will be able to get through to arrange this.  SURELY IT SHOULDN'T BE SO INCREDIBLY HARD.

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Lesley Kay, Patient Experience Team Leader, Corporate Affairs, Scottish Ambulance Service 2 years ago
Lesley Kay
Patient Experience Team Leader, Corporate Affairs,
Scottish Ambulance Service

Submitted on 13/08/2021 at 08:39
Published on Care Opinion at 08:39

Dear Dulciegirl

Thank you for your feedback. I am so sorry to read about the difficulties you have faced while trying to arrange transport for your husband, I would like to offer our apologies for this poor experience.

I would really like to have this matter fully investigated for you if I may, and to also offer assistance with arranging transport for your husband? Please can I ask you email our Feedback team at sas.feedback@nhs.scot with your name, address, and phone number and I will ensure this is looked into. Please may I also ask you make reference to your Careopinion username which will allow us to easily link to your story.

Please accept our apologies once again and I look forward to hearing from you

Lesley

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Lesley Kay, Patient Experience Team Leader, Corporate Affairs, Scottish Ambulance Service 2 years ago
Lesley Kay
Patient Experience Team Leader, Corporate Affairs,
Scottish Ambulance Service

Submitted on 13/08/2021 at 11:15
Published on Care Opinion at 11:15

Dear Dulciegirl

Further to my response to you earlier, please can I ask if you could possibly contact me directly on 07385038883 whereby I will have this matter resolved for you as soon as possible

I look forward to hearing from you

Lesley

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by dulciegirl (a carer)

I am writing in response to a message from Lesley Kay to my story on Care Opinion.

As I am typing this I have finally managed to get through to the Ambulance Service and have booked transport for my husband's next hospital appointment.

I will make sure I phone on a Saturday morning from now on!

Thank you so much for your prompt response. It was much appreciated. Hopefully I won't need to get in touch in future.

Response from Angela McLaren, Operational Service Manager, WestMARC, NHS GreaterGlasgow and Clyde 2 years ago
Angela McLaren
Operational Service Manager, WestMARC,
NHS GreaterGlasgow and Clyde

Submitted on 14/08/2021 at 11:55
Published on Care Opinion at 11:55

picture of Angela McLaren

Dear Dulciegirl

I was very sorry to hear of your frustrations in attempting to book patient transport with the Scottish Ambulance Service to allow your husband to attend his wheelchair assessment appointment. I understand from speaking to our admin staff, you did call WestMARC last week to make us aware of your difficulties. This has been noted in your husband’s notes and will not affect his length of wait for another assessment appointment.

We will be in contact to offer another appointment in the hope that patient transport will be able to accommodate your request.

Please do not hesitate to contact me directly, if I can be of any further assistance.

Regards

Angela

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k