"Delays with emergency ambulance"

About: North West Ambulance Service NHS Trust / Emergency ambulance

(as a carer),

My partner had a seizure and sustained a head injury as he fell to the floor. I called an emergency ambulance as he had lost a lot of blood due to falling directly onto his head from standing with no hands to stop him due to the blackout from the seizure.

After about 15 minutes I was concerned that no ambulance had arrived, so called back. I was told that there was a high volume of calls and that they were sorry for the delay.

More time passed and still no ambulance. My partner was extremely distressed and it was difficult to keep both myself and him calm. A neighbour who was helping us called again and was told the same thing as before, that there was a high volume of calls and they would be there as soon as possible.

Over an hour had passed and I was still trying to comfort my partner who was lying on the floor. I called the ambulance service, who again apologised for the delay and said it was the high volume of calls they were experiencing.

Eventually, nearly an hour and a half after I had made the first call, the ambulance arrived. Both me and my partner found the whole ordeal distressing and it makes me doubt how effective and responsive the service is.

I hope I am not in a situation again where I need to call an emergency ambulance as my trust in the service has gone.

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Response from North West Ambulance Service NHS Trust

Thank you for sharing your experience when calling for emergency care for your partner. We are extremely sorry that the experience was not as you would have hoped and that you felt distressed and let down by the service.

Like many NHS organisations the ambulance service has been under exceptional pressure in recent weeks and in such situations has to prioritise in order to reach patients in immediately life threatening situations.

We would of course want to provide the very best service for your partner and if you have not already done so, would ask that you contact our complaints team via email at patientexperience@nwas.nhs.uk. This will enable them to obtain full details from you and carry out an investigation as to what happened and why.

We very much hope your partner is making a good recovery and again thank you for bringing your experience to our attention.