"Help in Glasgow"

About: Scottish Ambulance Service / Emergency Ambulance

(as the patient),

To whom it may concern,

On August 20th, 2014, I was in Glasgow for the day. I was visiting the British Isles on a cruise with Princess Cruises.

We were scheduled to visit the historic city on our own and around 9: 30 AM, and our bus left us on North Hanover Street. Our guide from Intercruises, accompanied us to the bus station in order to take the panoramic bus. I had started to feel unwell earlier and as we walked toward our destination, I felt more and more sick. I advised Elizabeth that I needed to get back to the ship and skip the tour. We walked to reach the train station but I collapsed. It was around 9: 30AM and 9: 45AM.

A gentleman passing by phoned for us. We waited for 5-6 minutes for the ambulance. Alan and Karen were friendly and compassionate. The solution for them and our guide would have been going to the hospital but I refused (I was afraid of missing the departure of the ship, scheduled to leave later that day).

Alan and Karen were very understanding and proceeded to a quick examination. I explained the best I could my condition, and Alan tried to make me feel better telling me little jokes and talking to me in French.

Our guide was on the phone endlessly to coordinate my return to the ship.

After a hour, I felt a little better but was completely unfit to walk to Central Station. With the greatest generosity and in the most thoughtful way, Karen and Alan brought us (my mother, Elizabeth and I) to Central Station (this could have never happened in Montreal or in our province Quebec where we would have been left to our own devices).

On arrival, the guide fetched for the tickets, and Alan put me in a wheelchair, rushing to reach the platform to catch the train of 11: 06AM. Alan and Karen made sure I was well seated and Alan talked to the person in charge to check on us and make us disembark at the right station.

I have nothing but high praises to give to Scottish Service Ambulance and their employees.

Please give my profound thanks, my gratitude and my best regards to Karen and Alan from Glasgow.

Thank you

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Response from Martin Esposito, Patient Experience Manager, Corporate Affairs and Engagement Department, Scottish Ambulance Service

picture of Martin Esposito

Dear Natmont

We have reviewed our Patient Opinion stories that we have received over the past year and I have noted that whilst we read your story, we never responded to your post. Please accept my sincere apologies for this.

Thank you so much for taking the time to feedback to us about your experience. It must have been extremely distressing to become unwell, especially so far from home. I was extremely pleased to read about the person-centred care that you received from Alan and Karen on that day. I will endeavour to pass your feedback onto them.

I do hope that you managed to enjoy the rest of your holiday.

Thank you again for sharing your story

Take care


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