"North West Ambulance Service Booking"

About: North West Ambulance Service NHS Trust

(as a staff member posting for a patient/service user),

"I have regularly had ambulances for over 8 years with a condition that is only getting worse. Today I was turned down for an ambulance by an ignorant call centre woman sitting behind her desk who wasn't interested at all. I have a good mind to make a complaint.

The whole process has left me feeling highly stressed & I am insensed with anger".

Inputted by Healthwatch Liverpool on behalf of the caller.

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Response from North West Ambulance Service NHS Trust

I am sorry to hear you had a bad experience in trying to make a booking for ambulance transport. Unfortunately unless you are a renal or a cancer patient we are required by our Commissioners to ask each patient a series of eligibility questions at every call. This is incase a patient's clinical condition or mobility has changed.

If you would like to get in touch with our Making Expereinces Count Team by email; patientexperience@nwas.nhs.uk or by telephone: 0345 1126500 (operating between the hours of 10:00 to 15:00) we would be pleased to try and help you.