"Had to wait for transport from hospital"

About: South Western Ambulance Service NHS Foundation Trust / Patient transport service (PTS) Southmead Hospital / General medicine

(as a relative),

I am very angry and upset with the way my mum's transport was arranged we were told that she could come home and transport had been arranged for her then we were told that she couldn't come home as see then needed a risk assessment which was fine.

We then waited and waited for this to happen then we got her own wheelchair up there and still waited and waited this went on days later.

Mum is now home but this has been a traumatic and upsetting time for her and us as a family.

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Response from Sara Coburn, Patient Engagement Manager, Governance, South Western Ambulance Service Foundation Trust

Good Afternoon robin499

Thank you for sharing your story. I'm glad that your mother is now home.

I am very sorry that this experience has been traumatic for your mother and your family.

From the details I can see here, I'm not clear as to which type of risk assessment needed to be performed. Although, it is clear that the risk assessment caused the delay in your mother being transported home.

I would be very happy to discuss with you the details of this event. If you would like to informally discuss this matter with me please do not hesitate to contact me on either sara.coburn@swast.nhs.uk or 01392 261 552. Alternatively, you are able to register your concern with our Patient Experience team, who manage our complaints process. They can be contacted on either patientexperience@swast.nhs.uk or 01392 261 585.

Thank you, again, for taking the time give us feedback.


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Response from Southmead Hospital

Dear Robin499, Thank you for taking the time and trouble to provide your comments. Please accept our sincere apologies for the problems that were experienced in organising suitable transport for your mother to be discharged home. Clearly this is not the experience that we would wish for any of our patients or indeed their families. I am pleased to hear that your mother is now home and I am sorry for the distress that resulted from this. I hope that she has continued to remain well. Should you wish us to look into this matter further please contact 0117 3232710 and we will take further details from you. Kind regards, Sue Needs, Advice & Complaints Team

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