"Patient Transport delays"

About: Scottish Ambulance Service

(as a carer),

Patient Transport booked 6 days in advance - Double Handling/Own wheelchair/ Accompanied/Appointment Location & Time - all advised and noted.

13: 20 - no transport/contact - call 03001231236 and enquire. Am advised "you are booked and on the system - transport should be there soon" - advise appointment time of 13: 30 and am instructed to call the Clinic and advise them of probable delay.

13: 30 Patient Transport arrives.

16: 20 After extended appointment, request the Clinic Receptionist to call Patient Transport and advise that Patient will be at the collection point within 10mins - confirmed.

16: 26 arrive at collection point - no transport.

16: 45 call 03001231236 and enquire and am advised "you are booked and on the system - transport should be there soon".

17: 10 call 03001231236 and enquire about progress - am advised "you are definitely on the system - transport should be there soon".

17: 25 Patient Transport arrives - however, there are two patients ( one from a Nursing Home) and a family member who have been waiting 2+hrs for transport. We are diverted onto transport from the Renal Unit and arrive home at 17: 40

I follow all instructions, communicate promptly and courteously with all staff and yet still experience these difficulties ... why? ?

The next booking has been made for the patient to be admitted to Hospital on Friday at 08: 00 onto Ward 2B for Orthopaedic Surgery that morning ... hopefully, all will go smoothly? !

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Response from Jennifer Jamieson Ball, Communications and Engagement Manager, Scottish Ambulance Service

Dear Mystery Shopper 3541,

I am sorry to hear that you experienced delays getting to and from your hospital appointment. You did indeed contact the ambulance call centre in the correct way; it is disappointing that you were not kept up to date with the progress of the ambulance transport. Please give me a call on 0131 314 0067 to discuss the details, we are currently improving our Patient Transport Service and it is important to us to learn from patient experiences. I hope your appointment on Friday goes more smoothly.

Best wishes,

Jennifer Jamieson Ball

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