"Delay for ambulance."

About: South Western Ambulance Service NHS Foundation Trust

(as a relative),

We recently have had 2 incidents where my wife who suffers severe m s has required an ambulance because of falls. The first occasion was in February. I called an ambulance at 7. 00 pm. I was told that an ambulance would be with us a s a p. At 7. 30 my wife, s pain was getting considerably worse so I called the ambulance service again. The call was upgraded to an emergency call. The ambulance arrived at 9. 30. The second occasion was even more recently, I called the ambulance approx 1. 15 and was told the ambulance service was extremely busy. Half an hour later I called again because my wife was getting very upset and distressed because of the pain she was suffering. A single paramedic arrived at approx 3. 15 but he had to call for backup which arrived about 30 minutes later. We think both these incidents are totally unacceptable. All the time we were waiting for the ambulances to arrive my wife, s pain was increasing, if they could have arrived earlier the upset and distress wouldn't have happened. Very poor service.

Thank you

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

Good Morning Gareth bale

Thank you for taking the time to share your experience. I hope your wife is recovering well following her falls.

I am sorry to hear that the ambulance took so long to get to you, and that this caused distress to you and your wife.

It is no secret that all emergency health services have been incredibly busy recently, but we would really like to look into this incident to see if there was any way that we may have been able to get an ambulance to you sooner.

May I ask you to contact our Patient Experience team, at your convenience, on 01392 261585, or email patientexperience@swast.nhs.uk where a colleague will be happy to discuss the incident and inititate an investigation surrounding the circumstances of the delay to take place?

Thank you again for providing feedback on our service.

Kind regards


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