"Ambulance service not showing up"

About: East Midlands Ambulance Service NHS Trust / Emergency ambulance

(as other),

My girlfriend was very sick and still is. She was vomiting violently and has extremely bad panic attacks and also has a phobia off vomiting so you could imagine how she would be she was in alot off pain whilst throwing up and screaming her head off.

She passed out for about 30 seconds and came to screaming again, so I phoned 999 and told them what hapend and they said an ambulance will be there shortly. I asked how long and the woman told me half an hour to 40 minutes.

After an hour and 20 minuets off waiting I phoned back asking were is this ambulance, with my girlfriend screaming in pain in the background. She told me not to be angry with them and said it will be there soon and put the phone down on me.

After I eventually calmed her down I phoned them again as there had been 3 hours and asked if there was one still on its way. She said yes shouldn't be long and put the phone down on me again. I waited and waited till 6 in the morning and just gave up. I am very disappointed with their service and worried people in need are not getting the necessary help.

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Response from East Midlands Ambulance Service NHS Trust

Dear justin brooo,

Thank you for sharing your experience with us and please accept our apologies.

On that day we were under significant pressure and dealing with a high volume of life threatening emergency calls. However, we still recognise the fear and distress that was experienced by you both that day.

We are keen to learn from this case in order to improve our services and would be grateful for an opportunity to talk with you so that we can look into, and understand, what happened on that day.

Please could you contact our Patient Advice and Liaison Service (PALS) team with as much detail as possible (e.g. date, time and location of the call) and they will be then be able to launch an investigation of your girlfriend’s case and share their findings with you both. You may contact them via telephone on 0333 012 4216 or email PALS.Office@emas.nhs.uk

I hope your girlfriend is feeling better and I wish her a good recovery.

Best wishes,

Melanie Wright
Deputy Director of Communications and Engagement

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