"My accident in the street"

About: East Surrey Hospital / Trauma and orthopaedics South East Coast Ambulance Service NHS Foundation Trust / Emergency ambulance

(as the patient),

I feel on rough ground and I was very lucky because a lady doctor passing saw the accident and attended me immediately. She did all the tests she could do without moving me. She called the ambulance but unfortunately, they took 1 1/2 hours to get to me, in which time I laid on the ground. , Two other passer by nurses attended to me, also a Fireman. The ambulance was called three times before it arrived.

When it arrived I had excellent treatment by the crew, they did all they could. I was taken to East Surrey Hosp, x-rayed and found to have broken my femur. Taken to a ward where they put it in trackshown and then operated on the next day.I stayed in hospital for 1 week in Woodland Ward Bay 5 where I had excellent treatment the staff were great. I am now recovering at home.

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Response from Louise Hutchinson, Patient Experience Lead, South East Coast Ambulance Service NHS Foundation Trust

Dear Maggiemay

I was very sorry to read of your experience when you fell on rough ground and fractured your femur. It must have been incredibly painful and I am so sorry you had to wait for such a long time for an ambulance to attend you; I can't imagine what an anxious time this must have been. How fortunate you were to be attended by a passing doctor, nurse and fireman, and our sincere gratitude goes to them for helping you until we were able to.

As you may have heard in the media recently, our service, and in fact all ambulance services, has been experiencing unprecedented demand recently, and work is underway to try to establish just why this is, as it is very unusual at this time of year. We would very much appreciate the opportunity to look into the circumstances of your individual case, however, and should be grateful if you were able to email our Patient Experience Team with the date, location and approximate time of your accident to enable us to do this. Our email address is pet@secamb.nhs.uk

I know that our staff do feel disappointed when they are unable to get to patients as quickly as they might, so I was very pleased to hear that the crew when they arrived provided excellent care.

Thank you so much for sharing your feedback with us. I do hope you are making a good recovery at home now, and look forward to hearing from you soon.

Yours sincerely, Louise Hutchinson

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Response from Cathy White, Patient Experience Lead, Patient Experience Team, Surrey and Sussex Healthcare NHS Trust

Dear Maggiemay,

Thank you for sharing your story, I will pass on your appreciation to the staff on Woodland ward who will be pleased to hear how well you felt they treated you. I hope you are recovering well.

With best wishes,

Cathy White

Patient experience team

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