"We found it very distressing being so late because of the ambulance"

About: Crosshouse Hospital / General Medicine Kirklandside Hospital Scottish Ambulance Service

(as a relative),

My husband, who has Parkinson’s disease and other health issues, had (after three referrals) an appointment at the Crosshouse Hospital to be fitted with compression stockings.

We had an ambulance booked for transport to take us to the hospital and bring us back home afterwards. We were told to be ready at 8: 00am for the ambulance. However, we did not get to the hospital until 11: 30am and it took us a few minutes to get to the clinic.

Miss Collins, with whom we had the appointment, was just then preparing to leave Crosshouse to go to her clinic at Ayr. My husband’s notes had already been sent back to the office as the receptionist did not think we were going to turn up.

It was very fortunate that Miss Collins went and retrieved the notes and then saw to my husband, even though this made her late for her Ayr clinic. No-one had told the clinic we would be going to the hospital by ambulance and that we were delayed.

We found it very distressing being so late and almost missing Miss Collins.

If there had been some communication between the ambulance service and the hospital departments they would have known we were delayed and could then have waited for us. The service would be very much improved if there was communication between the two.

I should add that the East Ayrshire Council is excellent. We have carers who come in four times each day, which is working reasonably well. The carers need a gold star given they only have 15 minute slots.

Also, Kirklandside Hospital is wonderful. My husband goes there once a week for treatment and they always give me a call if there is a query or problem.

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

picture of Craig White

Dear Glacier282

I was sorry to read of the delays with transport and the knock on effects of this for your husband's appointment. It sounds as if there are improvements necessary and I have asked colleagues at Patient Opinion to flag this posting with the Scottish Ambulance Service. They may invite you to contact them with details so that the specifics can be reviewed. If you want to provide me with the date and details then I can pass this on to colleagues who can look into this for you/keep you updated?

Best wishes and thanks for using Patient Opinion,

Craig White

Assistant Director

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

picture of Craig White

Dear Glacier

In my haste to respond, I forgot to given you my contact email it is craig.white@aapct.scot.nhs.uk

Best wishes

Craig W

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

Dear Glacier282,

I am sorry to hear that you and your husband had ambulance delays for your husband’s appointment at Crosshouse Hospital. I agree that communication could be improved, to ensure that your experience is better in the future. 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.

Best wishes,

Jennifer Jamieson Ball.

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