"Ambulance picked me up 2 hours late"

About: Jubilee Hospital Scottish Ambulance Service

(as the patient),

I had an appointment at Jubilee Hospital at 9. 45am one day in early July. I called Scottish Ambulance and ordered an ambulance to pick me up at 8am. On the day itself the ambulance didn’t arrive until 10. 10am as the driver didn’t actually start until 8. 45am. I called Scottish Ambulance about this and the receptionist was very rude to me. They told me not to interrupt them and that no one had ever told me I could be picked up at 8am. Because of all this, I didn’t actually arrive at Hospital until 11. 30am that day.

One other thing I want to mention is sometimes the vehicles aren’t appropriate. I have an arthritic hip and a compressed fracture of the spine and sometimes there is insufficient leg room when I’m strapped in. Next Monday I have an appointment at 1. 50pm. I have asked Scottish Ambulance to pick me up at midday but I’m worried the same problems will happen again.

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Response from Pat O'Meara, National Head of Ambulance Control Services, Ambulance Control Centres, Scottish Ambulance Service

Dear Impulse 26.

I am really sorry to hear that the ambulance was late and that as a consequence you were late for your appointment. This isn't how it should be and neither should staff be rude to you when you are making an enquiry.

It will be really helpful to me to know more about this case so that I can look in to it and get back to you with an explanation. If you are able to contact me then I will also be able to make sure that your ambulance for your appointment for Monday is all set up for you and that it is suitable for your needs.

My email address is pomeara@nhs.net.


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