"Waiting for patient transport"

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

(as the patient),

I’ve been waiting for 4 months for a scan at the hospital and phoned the ambulance transport service to collect me and take me to hospital well in advance. I was told the ambulance transport would be here to collect me at 12. 30 – it then got to 2. 30 and they have still had not come. My appointment for the scan was at 2. 30, I didn't want to miss it after waiting so long for the appointment, it’s so important.

I rang the transport people, they said they would let the hospital know I was going to be late and they also said the ambulance was on it’s way.

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

picture of Laura Martin

Dear Forward188

Thank you for taking the time to share your experience. I am sorry to hear you were left feeling concerned. It is unclear from your post whether you made it to your appointment on time, I sincerely hope that you did.

South Western Ambulance Service NHS Foundation Trusts 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 health 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 journeys are not as straight forward as you might expect. We may be able to collect our patients straight away, however, there will be occasions when transport might be delayed slightly due to a number of reasons, for example earlier clinics overrunning, traffic congestion or vehicle breakdowns.

Please be assured that when you travel with our service, our staff will always do their very best to get to you as quickly and as safely as possible.

We really appreciate all feedback from our patients, as your experiences help to inform service improvement. If you would like us to investigate what may have gone wrong on this occasion, please do not hesitate to contact our Patient Experience department on 01392 261585 or email patientexperience@swast.nhs.uk where the team will be more than happy to assist you.

Thanks again for taking the time to share your experience.

Kind regards


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