"Problems with Ambulance transport"

About: Scottish Ambulance Service / Patient Transport Service

(as the patient),

I have been booked to attend physiotherapy classes at Hairmyres. I had a block booking with the Ambulance Service to take me to my appointments. For the last two weeks (3 appointments) there have been problems. The first two times the ambulance just didnt turn up. The third time the ambulance turned up at 2: 57 pm. My class finished at 3: 00pm meaning there was no point in my going.

I phoned Edinburgh and the person I spoke to said they would call me the next day to confirm the ambulance was on its way. They did do this. I expected the ambulance at 1: 30pm but it didnt arrive until 2: 15pm which again is not enough time for me to benefit from my class. I am learning to walk again and the physiotherapy is enormously helpful. It is crucial and not being able to get there is damaging me.


Response from Chris Conroy, Head of Patient Transport Service, Scottish Ambulance Service

Dear Pennies 848,

I am extremely sorry to hear of the challenges you have been facing when accessing the Patient Transport Service and I am grateful for you taking the time to share your experiences of this service.

I recognise the essential role that the Patient Transport Service plays in supporting patients attend hospital as part of their ongoing care and rehabilitation. Therefore, I can fully understand your frustrations regarding not being able to attend your physiotherapy appointments, due to issues with Patient Transport, as these appointments clearly have an important role on your own ongoing rehabilitation.

We strive to provide the highest possible standard of service to all our patients, therefore I am very disappointed to hear this has not been your experience of the service. Please may I ask you to contact me on 0141 810 6101 so that I can investigate this matter further for you. I want to ensure that your transport arrangements are in place for your future physiotherapy appointments and also to allow me to provide some detail regarding the issues you have highlighted.

Best wishes,

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