"Disappointed at Ambulance Response Time"

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

(as a relative),

On Sunday evening my mother’s carers put in a call to the 999 service and to Home line at 9: 40pm when they called on my mother and found she had fallen.

My mother is 85 and has had a stroke, even given this history it took over two hours for an ambulance to arrive.

People from Home line and the ambulance arrived at much the same time, the Home Line people lifted my mother, the ambulance paramedics would have preferred that she had been left as she was until they arrived in case it caused further injury.

The paramedics were absolutely fantastic when they arrived, they took my mother’s blood pressure, checked her for injuries and made sure she was all right before they were happy to leave her for the night.

I’m more than happy with the paramedics and the attention they gave my mother, however I am very disappointed at the length of time it took them to arrive.

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

picture of Laura Martin

Dear Only512

Thank you for taking the time to share your story. I hope your mother is recovering well after her fall.

I am sorry to hear that you are unhappy with the length of time it took for an ambulance to get to your mother. We would welcome the opportunity to look into this incident for you. Could you please contact our Patient Experience team, at your convenience, on 01392 261585 or email patientexperience@swast.nhs.uk. The team will be happy to investigate the circumstances surrounding this event.

I am glad to hear that you were happy with the ambulance crew who attended to your mother, and I would like to be able to pass your kind words on the staff who came to her aid. Would you be able to contact me, laura.martin@swast.nhs.uk or call 01392 453831, at your convenience, with the date and address that the ambulance attended? This would allow me to identify the staff involved and ensure they are recognised for the care they gave.

Thank you again for providing feedback on our service.

Kind regards


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