"Patient Transport "

About: NHS Ayrshire & Arran Scottish Ambulance Service

(as a carer),

Patient Transport booking was made in advance of the Clinic Appointment and a request for Double Handling requirement was noted.

I telephoned at 13: 00 and quoted the transport booking reference number - only to be told that the pick-up had not been allocated to any driver yet. Patient Transport didn’t arrive for the 13: 30 Clinic Appointment. I then telephoned the Clinic to advise of the delay and request an accommodation in this regard.

A lone driver arrived (double handling had been advised and booked) at 13: 50 and left again at 14: 00.

A two-man team arrived at 14: 10 showing their displeasure at the change to their day’s schedule.

They collected one more passenger and arrived at the hospital at 14: 30.

How is a 93 year-old infirm patient supposed to handle this situation - having gone through all the bookings procedure in advance, been told to be ready for collection anytime after 12: 00 - patiently waiting in her wheelchair with nothing to eat or drink for a couple of hours, only to be eventually greeted by surly behaviour from a transport crew?

The only good thing was that is was freephone and there was no charge for this fiasco.

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Response from Sharon Hammell, Head of Corporate Affairs and Engagement, Scottish Ambulance Service

Dear Mystery Shopper 3541

I am extremely sorry that the person you care for was let down by the Patient Transport Service. I can see that this must have been a really trying experience for you, too.

I really appreciate that you took the time to share this experience. Would you mind giving me call, so we can gather more information from you and look into this? I'd particularly like to make sure we do a better job, if the person you care for is using our service again, and is worrying that they may have the same experience.

My number is 0131 314 0065.

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Response from Craig White, Assistant Director, Nurse Directorate, NHS Ayrshire and Arran

picture of Craig White

I know Sharon will be making it her priority to look into this, and look forward to reading about any learning or service changes that might be appropriate to make sure that others don't have the same experience(s) in the future.

I would like to sincerely apologise that there was no offer of food or drink for the person who had the extended wait - and will make some enquiries about this, also focused on ensuring there is learning about the need to be vigilant for this issue if there are changes in timescales or arrangements.

Craig A White

Assistant Director

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