"This is not the first time I have had problems with the transport"

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

(as a service user),

Yesterday I had an ambulance to take me to the Bristol Royal Infirmary for a scan at 5: 45pm. This was fine. However, getting back home was an issue, I was told the earliest the ambulance would be able to collect me for the return journey would be 8: 00pm but it turned out that they would not be able to collect me until 11: 00pm.

This was too late for me as I needed to get back home for 9: 00 as this is when my carers would come to help me get to bed. The nurse at the scanning unit arranged for a private taxi for me so that I could get home in time.

Today I had an appointment for physiotherapy at 11: 00 and waited till 10: 30 before I started to make enquiries onto to find that the ambulance would not be able to get to me on time. As the physiotherapist is part time I had to cancel this appointment and will not be seen until after Christmas.

This is not the first time I have had problems with the transport. Sometimes I have to cancel appointments as I cannot get to them on time and at other times they are very late picking me up and bringing me home.

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

picture of Laura Martin

Dear Jinx840

Thank you for taking the time to share your experience.

I am sorry to hear that the service has not met your expectations. We would like to investigate your concerns. In order to do this we will need a little more information from you. Could you please contact our Patient Experience team, at your convenience, on 01392 261585 or email patientexperience@swast.nhs.uk?

Kind regards


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