"Poor care from ambulance service"

About: East Midlands Ambulance Service NHS Trust / Emergency ambulance Heartlands Hospital / Accident and emergency

(as a relative),

We called a ambulance after my mum fell very badly and was in severe pain and had a lot of discomfort and was finding it difficult to breath. The paramedic came and said it's just a sprain and there is no way she had broken anything. The paramedic forced her up and made her sit on sofa and said just give loads of pain killers and ice on foot she will be ok.

Her pain continued the next day, and we decided it must be broken, although we had been told there was no way it could be, We took her in to a&e and after 4 hours of wait we were told her foot was broken in a severe way. The doctor was amazed that did she coped with all that pain. She has to have pin and plate surgery.

If it was left to that paramedic, we would never have got her to hospital.

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Response from Rebekah Marong, Communications & Engagement Support Officer, Communications and Engagement, East Midlands Ambulance Service NHS Trust

Please accept our apologies for not responding to your post earlier. We are sorry that you feel that, on this occasion, EMAS let your Mother down – we hope she is recovering well from her injury.

We would like to look into this for you, and would be grateful therefore if you would email us at PALS.Office@emas.nhs.uk including the date, approximate time and the location of the incident. Our Patient Experience team will then be able to look into your concerns and determine whether anything could have been handled differently.

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Response from Heartlands Hospital

I am sorry to hear the experience your mum had, I hope she is now feeling better. Unfortunately we are not responsible for the Ambulances and if you wished to raise a complaint you would be advised to contact your local ambulance service in order for them to investigate. Kind regards Margaret Mitchell Deputy Head of Patient Services

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