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Care Opinion

Waiting for an ambulance

Posted By Sarsf93

"Waiting for an ambulance"

About: Isle of Wight Ambulance Service

(as a service user),

My elderly mother fell in her care home and banged her head, resulting in a lot of bleeding. I cannot fault the care home who have shown an excellent level of care and concern.

However despite repeated calls, after 3 hours no medical attention has arrived, ambulance or doctor. Since she has severe dementia and is always confused, it is hard to tell if she is badly hurt. To wait over three hours for medical attention is totally unacceptable. Family stress was increased and at the time of writing I still don't know whether she is seriously hurt.

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Responses

Response from Head of Patient Experience, Isle of Wight NHS Trust nearly 2 years ago
Isle of Wight NHS Trust

Submitted on 04/07/2022 at 17:27
Published on Care Opinion at 17:27

Dear Sarsf93

I am so sorry to hear about your mothers fall, and the delay in the Ambulance/doctor arriving to her,

I have shared your feedback with the Head of Quality Governance for the Ambulance Service who would also like to express how sorry she is that there was delay in getting help to your mum and for the stress this caused the family. She has advised that the service respond to all emergencies in order of priority in line with national standards, but unfortunately the ambulance service has been exceptionally busy over the last few weeks and months, and despite our best efforts sometimes response times are higher than we would like.

If you would like to speak to someone in person about your mum's experience please contact our PALS service on 01983 534850 and they will arrange for you to speak to a senior member of the ambulance service.

I do hope that your mum has received the required care and support and is back at home.

Once again, sorry for your experience and the distress this has caused you all.

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