"Lack of urgency or empathy from ambulance staff"

About: South Western Ambulance Service NHS Foundation Trust / Emergency ambulance

(as other),

Whilst walking my dogs in the local park I noticed that a man who uses a mobility scooter was collapsed at the wheel. When I got to him he was unresponsive and started to fit. I called for an ambulance and dragged him to the floor and got him in the recovery position.

Another dog walker went up to meet the ambulance at the entrance to the park. When they arrived they were in no hurry, she described them as strolling and when she tried to take them the direct route across the grass they declined 'in case of dog mess' and carried on walking casually along the path.

When they arrived at the collapsed gentlemen I thought their tone was degrading and uncaring 'turn him over, is he known to us? ' They kept asking us his name despite us telling them we did not know, he was just a park user we recognised. I know that if someone is unconscious you need to try hard to rouse them but their tone and treatment lacked any empathy or care.

I felt heir assessment was very basic and their history taking poor. They did not seem to want to hear my description of how he was when I found him or what I witnessed.

At the end they turned to me and said you can go now!,  No 'thank you' or 'I hope you are OK? '. It appeared that being part of that ambulance crew was not about caring for anyone!

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Responses

Response from Sharifa Hashem, Engagement Facilitator, South Western Ambulance Service NHS Foundation Trust

Dear Dog Walker,

Thank you for taking the time to share your feedback and I am very sorry that you have had this experience.

I understand that you have been in contact with our Patient Experience Team who have registered your concerns and are arranging for the events surrounding the ambulance attendance to be investigated. Once this investigation has been completed, the findings will be provided to you directly in the manner you have expressed a preference for.

Thank you, again, for taking the time to share your story.

Kind regards

Sharifa

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