"Irritation casued by uncessary questions"

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

(as a staff member),

I am a matron of a care home in the south west - I have a health background as my position requires and have 25 years experience in this field. Recently a patient at our home suffered a cardiac arrest and we called 999.

Whilst the call was being made I commenced CPR on the patient but was then asked to come to the phone to confirm I was qualified to give CPR. This raises some issues - firstly I don't have the time to break away from administering CPR to speak with someone on the phone. Also valuable time could be lost answering questions that are in many cases unnecessary - particularly when people with significant health experience and qualifications are involved.

I would point out that when the Ambulance crew did arrive they were really good and did everything they could for the patient.

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

picture of Laura Martin

Dear Care11

Thank you for taking the time to share your experience. I am sorry that you felt that the 999 call was not handled well.

The Trust would like to take the opportunity to learn from this incident. Could I please ask you to contact our Risk team, at your convenience, on 01392 261645 to discuss this incident and to enable an investigation to take place.

Thank you again for providing feedback on the service.

Kind regards


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