"Patient transport service"

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

(as a service user),

I was at Southmead Hospital receiving my dialysis treatment between 1pm and 6pm.

Unfortunately I didn’t get picked up until 7: 20pm. When the driver arrived, I asked where they had been. He said they had been given another job in Weston and that’s why they were so late.

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

picture of Laura Martin

Dear Gene101

Thank you for taking the time to share your story. I am sorry that your experienced a delay with your return transport.

It is not clear from your comment whether your transport was booked through our service or not, however, I will try and provide you with some information here.

Our Patient Transport Service is a predominately pre-planned service; we work to a schedule that has been planned out the previous day. This is to ensure that we utilise our transport as efficiently as possible and that everyone gets a vehicle that is suitable for their care needs and their mobility at the required time. This transport is often shared with more than one patient so we can made the best use of our resources, so they will be times when the journey home isn't as straight forward as you might expect.

Most clinics are able to book their patient’s transport with a known appointment time and a return time based on how long they expect them to be at their appointment. Once this journey home time has been arranged, our contract states that we have a window of time within which to collect patients to take them home - this is 2 hours. However, there will be occasions when transport might be delayed slightly due to a number of reasons, for example earlier clinic over runs, traffic congestion or vehicle breakdowns.

I understand that waiting for transport home can be frustrating. However, please be assured that when you travel with our service, our staff will always do their very best to get you home as quickly and as safely as possible.

If you would like to discuss this matter further please do not hesitate to get in touch with our Patient Experience team on either swast.patientexperience@nhs.net or 01392 261 585.

Thank you, again, for taking the time to provide feedback.

Kind regards


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