"ambulance booking service for hospital appointment"

I am feeding back on behalf of my elderly friend who is due to attend West Glasgow ACH in a couple of weeks. She is 80 years old, cannot drive, has very limited mobility, multiple health problems and has no one to take her to hospital appointments. She is told to call the ambulance booking number when she receives her appointment letter but often is left on hold more than 20 minutes before anyone answers so she has given up quite a few times. When she does eventually get through to someone, she says that she had to answer lots of questions about her health, mobility, whether she has anyone else that could take her, what mobility aids she has, whether she has any steps at her house, how she gets her shopping in etc before she can book the ambulance.

Her issue is that she to go through this process every time she does this. Surely, when she receives a hospital appointment, this should trigger an automatic notification to the ambulance transport team to book her in, rather than her having to go through this process every time? Her circumstances don't change and she feels like she is interrogated first before an ambulance is booked and finds it very stressful - surely it would save everyone a lot of time if all her details were stored against her hospital number along with a logged requirement for transport so that she doesn't have to spend so much time trying to get through to you and then your operators don't have to go through the same questions with her each time.  They could perhaps call her to confirm what time the ambulance will be picking her up on the say - or just to give her a number to call to confirm where she could perhaps just leave a message to say that yes, she would like the ambulance to take her there and back.