"Patient had their own wheel chair so couldn’t get on the transport that arrived"

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

(as a staff member),

The patient was discharged from Southmead Hospital. Transport was booked but the patient had their own wheel chair so couldn’t get on the transport that arrived. The crew were really helpful and tried to book for another crew to pick up the wheel chair. However the office just cancelled the transport completely and did not rebook anything.

This meant we had to organise alternative transport in the form of a taxi to take the patient home. This was frustrating for all involved, especially the patient lives less than a mile away from the hospital.

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

picture of Laura Martin

Dear Madrigal564

Thank you for sharing your story.

I am glad that you found the crew members who attended to be helpful.

We would like to look into the issues with the booking for you. In order to do this we require some specific information with regard to the journey booked. Could you please contact me, at your convenience, on 01392 453831 or email laura.martin@swast.nhs.uk



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