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Waiting for ambulance transport is stressful

Posted By inspireqx46

"Waiting for ambulance transport is stressful"

About: Royal Cornwall Hospital (Treliske) / Ophthalmology South Western Ambulance Service NHS Foundation Trust

(as a service user),

The ambulance service when I have to use it, is good, however, the return home waiting when the treatment is done, leaves a lot to be desired

I've had to wait 5 hours left alone in the unit, staff all gone home when a sister and Doctor found me. It was very traumatic at my age, also have had to wait up to 3 hours as well.

I now try and use a voluntary taxi service called TAP and they take me in a wheelchair and return me home. 

I realise ambulance service is under great stress and no let up. However, in my late nineties I am more stressed about it. The care I get in the eye unit is absolutely marvelous, I get every help and they are 100% caring. 

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Responses

Response from Kerry Trembath, Senior Staff Nurse, Ophthalmology, Royal Cornwall Hospitals NHS Trust 2 years ago
Kerry Trembath
Senior Staff Nurse, Ophthalmology,
Royal Cornwall Hospitals NHS Trust

Submitted on 30/01/2023 at 09:29
Published on Care Opinion at 09:29

Dear inspireqx46,

Thank you for taking the time to leave feedback.

Unfortunately I cannot comment on behalf of the ambulance service, but your story is sadly not uncommon. I pass your concerns to the Sister of the Eye Unit to see if she can pass them onto the ambulance service.

I am delighted to hear that your feel your receive absolutely marvellous care whilst here in the Eye Unit and you're helped and 100% cared for. I will pass your kind words back to the team.

Thanks again for your feedback,

Kerry Trembath

Senior Staff Nurse

Ophthalmology

RCH

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Response from Deanne Hill, Patient Engagement Manager, South Western Ambulance Service NHS Foundation Trust 2 years ago
Deanne Hill
Patient Engagement Manager,
South Western Ambulance Service NHS Foundation Trust

Submitted on 31/01/2023 at 13:07
Published on Care Opinion at 13:07

Dear Inspireqx46,

Thank you for taking the time to contact us.

Firstly, I am so sorry to hear you had a negative experience. However, in this case I am pleased to say that there has been some confusion between the South Western Ambulance Service Foundation Trust (SWASfT) and Patient Transport Services.

Kerry has alluded in her reply that your waiting time was SWASfT related, but I can confirm we do not currently hold the contract for Patient Transport Services and so would not have been the organisation collecting you from your appointment at Royal Cornwall Hospital.

I have called the Patient Transport Service helpline and have located the contractor for you so, if you would like to, you can send a complaint to the right organisation. The current Patient Transport Service organisation is: E-ZEC Medical, and you can contact their complaints department at patientexperience@e-zec.co.uk or by phoning 0300 7778844.

I am sure E-ZEC Medical would be pleased to hear from you in order to improve their service.

Please be rest assured that, if you do need an emergency ambulance, SWASfT will support you.

Thank you again for you taking the time to comment on your care,

Dee Hill
Patient Engageement
SWASfT

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