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Care Opinion

Derby Royal Patient Transport Service

Posted By Mike makeachange

"Derby Royal Patient Transport Service"

About: East Midlands Ambulance Service NHS Trust / Patient transport service Royal Derby Hospital

(as a relative),

At the beginning of 2022 my 88 year old mother, with arthritis,  dementia, dystonia and profound deafness, was admitted to Derby royal with pneumonia. After recovering from this a week later, due to unforeseen family circumstances,  we were forced to use the PTS transport to get her back to her care home(just 2 Miles down the road in Mickleover) , she had a 7 hour wait in the departure lounge with little care and eventually a relative ended up fetching her as she was so exhausted. I complained to PALS at the hospital and later had a reply with lots of assurances that things would be improved , and a new waiting room woukd be provided etc. We'll my mum broke her hip 2 weeks ago, and today has been waiting 10 hours for discharge, with a 5 + hour wait for an ambulance to the home, so another wait in a chair in the departure lounge when she should be in bed sleeping!! I just hope she gets back before midnight. The worse thing is this time is she cant get to the toilet on her own having a pinned hip break, so she is panicking about that.

Cant a system be set up so patients have the option to pay for quicker transport home to relieve the wait, many many patients or their relatives would be very willing to pay for an extra service to cut the wait times and relieve the stress on the system!! 

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Responses

Response from Sarah Connerton, Patient Experience Manager, East Midlands Ambulance Service nearly 2 years ago
Sarah Connerton
Patient Experience Manager,
East Midlands Ambulance Service

Submitted on 16/08/2022 at 12:11
Published on Care Opinion at 12:11

Thank you for taking the time to share your mother's experience with us.

If you are able to, we would appreciate you sharing your comments with our Patient Experience team, with as much detail as you can (e.g. date, time and location), so that they might review your family's experience in detail and consider future options to help improve your experience. 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 can then liaise with the Patient Transport Services for Derbyshire regarding your suggestions.

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

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Update posted by Mike makeachange (a relative)

I already have done, and have had no reply.

Response from Sarah Connerton, Patient Experience Manager, East Midlands Ambulance Service nearly 2 years ago
Sarah Connerton
Patient Experience Manager,
East Midlands Ambulance Service

Submitted on 17/08/2022 at 09:38
Published on Care Opinion at 09:38

Hi Mike

I appreciate your username on here is unlikely to match the name we may have lodged your concern under and so despite searching, I cannot locate a case that matches these circumstances under the name "Mike" - if you would like to email me personally at sarah.connerton@emas.nhs.uk with your full details and your mother's full details I can check the system and verify if we have indeed received your concern. If not, we can arrange to investigate this for you once we have all the details.

I am very sorry again to hear of your mother's experience and am keen to look into this further for you both.

I look forward to hearing from you.

Sarah Connerton - Patient Experience Manager for EMAS

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Update posted by Mike makeachange (a relative)

All my emails and concerns have gone to hannah at derby and Burton University hospitals...so please liaise with her.

Response from Sarah Connerton, Patient Experience Manager, East Midlands Ambulance Service nearly 2 years ago
Sarah Connerton
Patient Experience Manager,
East Midlands Ambulance Service

Submitted on 17/08/2022 at 11:32
Published on Care Opinion at 11:32

Thank you - that clarifies why we have had no record to date. The PALS team at the hospitals are separate to EMAS. If you have given consent for the concern to be shared with EMAS, the hospital will contact us and we can provide a response for you.

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Update posted by Mike makeachange (a relative)

So how do I do that then?

Response from Sarah Connerton, Patient Experience Manager, East Midlands Ambulance Service nearly 2 years ago
Sarah Connerton
Patient Experience Manager,
East Midlands Ambulance Service

Submitted on 17/08/2022 at 15:03
Published on Care Opinion at 15:03

Mike

I will happily make contact with the hospital on your behalf and check that any aspect involving EMAS and our Patient Transport Services is answered as part of your concern raised with them. However I would need you to send me your full contact details to my email provided above to liaise with the hospital. Please do not post them on here but once I have these via email I will happily progress and contact you with the result of our investigation into your concerns.

Thank you

Sarah Connerton (sarah.connerton@emas.nhs.uk )

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Response from Kerry Than, Complaints and PALS Lead, University Hospitals of Derby and Burton NHS Foundation Trust nearly 2 years ago
Kerry Than
Complaints and PALS Lead,
University Hospitals of Derby and Burton NHS Foundation Trust

Submitted on 19/08/2022 at 11:52
Published on Care Opinion at 11:52

Good morning- ID 27589

Thank you for contacting the Trust about your recent experience within the Royal Derby Hospital. I would firstly like to say that I am extremely sorry that you have had cause to complain. I appreciate that you will not have done so lightly and I would like to thank you for bringing your concerns to our attention. Your feedback is valuable in assisting us to identify areas for improvement.

I would like to invite you to contact the PALS office to discuss the matter further regarding discharge of the patient on 01332 785156. The PALS office is open Monday to Friday from 9:00 to 4.30. You can attend without a prior appointment during the office hours, or ring to make an appointment if it is more convenient to you.

If you would prefer to email, please use the following address to write to and we will feedback the outcome from our investigations in due course; uhdb.contactpalsderby@nhs.net

Patient Advice and Liaison Service (PALS).

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