"Waited a long time for ambulance to arrive"

About: South Western Ambulance Service NHS Foundation Trust / Patient transport service (PTS)

(as a service user),

I have been using the ambulance service for some time to collect me from home and take me to the Gloucester Royal for dialysis treatment.

The service is generally good, but yesterday I was kept waiting for 1 ¾ hours after my dialysis had finished. Lots of other patients and the nurses kept coming out and saying ‘Are you still here! ’. The ambulance crew said they were waiting for other Stroud residents.

I prefer the Dursley ambulance as I’m not kept waiting for so long, the Stroud service is always the one that is a bit disappointing.

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Response from Laura Martin, Patient Engagement Administrator, Governance, South Western Ambulance Service

picture of Laura Martin

Dear Thrown837

Thank you for taking the time to share your story. I am very sorry to hear about the delay with your return transport.

Our Patient Transport Service is a predominately pre-planned service; our crews work to a schedule that has been planned out the previous day. Our dispatch teams try to manage the workload to ensure that patients are picked up as close as possible to the time requested by the hospital.

Unfortunately there are times when our crews are delayed; problems with congestion, departments over running earlier in the day or vehicle breakdowns can all cause longer waits for patients. Unforeseen delays can be challenging to manage. We are aware that these delays can have a significant impact on other patients that may have been travelling with that ambulance crew. However, we always aim to get our patients home as soon as possible.

I hope this explanation goes some way to giving you an understanding of what may have happened. However, if you would like us to look into the specific events surrounding your transport on this day please contact our Patient Experience team on 01392 261 585 and we will be very pleased to investigate this for you.

Thank you, again for sharing your story.


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