"The crews themselves could not be faulted, they were fantastic"

About: South Western Ambulance Service NHS Foundation Trust / Emergency ambulance

(as the patient),

Two weeks ago I had a severe head injury sustained whilst knocking fence posts into the ground.

My partner called 999 and, because we live on a smallholding, gave the operator precise details about how to reach us easily on the particular bit of the estate. This information was not passed to the paramedics so they actually went to the house. My partner had to leave me to run up to the house to direct the paramedics to where I was. The communication between the operator and the paramedics was not good.

Although the operator stayed on the line we were not actually told that an ambulance had been sent. Then, an air ambulance also landed, there was a discussion between both crews whether I would be taken to hospital by air or by road – I was taken by air.

The crews themselves could not be faulted, they were fantastic. It was the poor communication between the operator and the crews that let it down.

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

picture of Laura Martin

Dear Gain224

Thank you for taking the time to share your experience. I'm sorry to hear that you didn't feel that the service met your expectations on this occasion.

It is possible for the Trust to store information regarding remote and difficult to find address on our system. Having this information already to hand would allow the call taker to be able to concentrate on the clinical nature of the 999 call.

Please contact our Patient Experience team, at your convenience, on 01392 261585 or email: patientexperience@swast.nhs.uk, who will be happy to look into the incident you have mentioned, and to discuss whether you feel that the Trust holding directions to your address would be beneficial.

Thank you again for providing feedback on our service.

Kind regards


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