" I was kept waiting for 2 ½ hours for an ambulance after my treatment ended"

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

(as the patient),

I arranged for transport to take me to and from the hospital when I had an appointment at the Bristol Royal Infirmary. I was told to be ready at 7: 30 so that I could be collected for a 9: 40 appointment. However, I was not collected on time and did not arrive at the hospital until 10: 30.

I then had to re-arrange / book the transport to take me back home.

I am a wheelchair user and following treatment all I want is to get home and to lie down. However, I was kept waiting for 2 ½ hours for an ambulance after my treatment ended.

This is not the first time, there have been 3 or 4 episodes when I have been kept waiting for more than 2 hours. It is very painful, movement for me is difficult and these experiences are frustrating.

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Response from Sara Coburn, Patient Engagement Manager, Governance, South Western Ambulance Service Foundation Trust

Hi Knowledge650

Thank you for taking the time to share your experience. I am sorry that you had to wait for your transport home.

Our Patient Transport Service is a predominately pre-planned service; we work to a schedule that has been planned out the previous day. Unfortunately, we are unable to send a vehicle out as soon as a patient is ready and must abide to the times provided beforehand. It might be that in your case, the change in collection time to travel home meant it was difficult for a crew to attend you sooner.

Naturally there are times when our crews are delayed; problems with congestion, departments over running earlier in the day or vehicle breakdowns can all cause delays. However, we will always aim to get you home as soon as possible.

I hope this explanation provides some information on how our Patient Transport Service works. However, if you would like further information as to what happened on this occassion please contact our Patient Experience Team by email, patientexperience@swast.nhs.uk, or phone, 01392 261 585, and a member of the team will be very pleased to help you.

Thank you, again, for taking the time to provide feedback.


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