"I waited two hours for patient transport from Gloucester Royal"

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

(as the patient),

I use the patient transport service to go to and from the hospital for dialysis at Gloucester. I previously went with Stroud ambulance. There was a lady there who has a double seat and didn’t like me sitting in her seat. She was fine the first day but not after that.

I am now picked up by the Dursley ambulance team. The Staff are nice but last Wednesday I had to wait two hours before someone care to pick me up. Often I had to wait 1 hour 40 mins for the Stroud ambulance but normally Dursley are very good.

I waited for an hour in the waiting area then staff wheeled me across to the main building to wait as there was a bit more going on. They are good people but two hours is too long to wait and it really did upset me, I couldn’t sleep that night.

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Response from Sara Coburn, Patient Engagement Manager, Governance, South Western Ambulance Service Foundation Trust

Hi Silver104

Thank you for sharing your story. I'm very pleased to hear that you find our staff friendly; we know how important this is when you are travelling with our service a lot.

I have tried to look into this issue for you. Naturally there are times when our crews are delayed; problems with traffic congestion or departments over running earlier in the day can cause hold ups. However, it is difficult to discern any specific reason for an issue that may have occurred on this day as we do not have access to the details of your journey.

Our service has an agreement with Gloucester Royal Hospital to take dialysis patients into hospital at the same time; some for morning appointments and some for afternoon appointments. As a predominately pre-planned service, we work to a schedule that has been planned out the previous day and patients living in the same area will travel to and from their appointments together. This allows us to make the very best use of the transport facilities. However, we are aware that some patients require longer or shorter appointments and this can mean a waiting time to travel home and we do understand that this can make a long day feel even longer.

I am very sorry that you were upset after this appointment. Please be assured that our staff will always do their very best to get you home as quickly and as safely as possible.

We would welcome the opportunity to look into this matter in more detail for you; if you would like to discuss this further may I ask you to contact our Patient Experience Team on 01392 261 585 or email patientexperience@swast.nhs.uk in the first instance.

Thank you, again, for sharing your story with us.


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