"Problems making appointments"

About: Scottish Ambulance Service / Patient Transport Service

(as a service user),

I’ve been trying to make an appointment for 30 minutes, but cannot get through. It’s costing me money on the phone.

When I eventually got through, I was told to phone tomorrow. I was also told I can’t book an appointment for 12: 15… I’d have to book before or after.

Every time I call I’m asked the same questions. I’ve just came out of hospital, and spent 3 weeks in Glasgow Southern.

I’m 76 years old and at my last appointment I waited nearly 2 hours in the freezing cold to be picked up – lots of people were waiting.

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Response from Daniel Quee, Communications Assistant, Scottish Ambulance Service

picture of Daniel Quee

Dear Keen750,

First of all, thank you for using Patient Opinion to get in touch with the Scottish Ambulance Service.

I am very sorry to hear of your experience when using our Patient Transport Service booking line. That must have been a very frustrating wait. I will of course pass your comments on to the relevant team and let them know about you experience.

Of course, if there's anything else I can do or if you have any questions please do not hesitate to get in touch with me - my direct line is 0131 314 0001 or my email is danielquee@nhs.net.

Lastly, I do hope that you're recovering well - many thanks again for getting in touch.

Kind Regards,

Daniel Quee

Communications Assistant

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Response from Heather Kenney, Director of Strategy and Planning, Scottish Ambulance Service

Dear Keen750

Please accept my sincere apologies for the poor service you have received. We are in the midst of an improvement programme for our patient transport service and I have asked our Programme Director Mr Ken Mitchell to work with the local managers in Glasgow to review your concerns and to ensure we resolve the issues you have raised.

Thank you for raising your concerns with us.. It woud be very helpful if you could contact Daniel on the number above and give us some more details so that we can fully review this and get back to you.

Best wishes

Heather Kenney

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