"Good staff, lack of hospital facilities"

About: Northern Ireland Ambulance Service / Emergency ambulance response Northern Ireland Ambulance Service Emergency ambulance response Belfast BT8 8SG The Ulster Hospital / Emergency Department The Ulster Hospital Emergency Department BT16 1RH

Posted by Anomj79 (as a service user), 8 months ago

I fell at 5.00am was lying on concrete floor for 7 hours until the ambulance crew arrived and got me up. I was checked over for injuries & transferred to hospital, where I have now sat in the back of an ambulance from 16.05.
It is now 20.30 and no sign of getting in. I'm using the last of my phone data, as the Ulster Hospital does not provide free WiFi in the ambulance area.
The ambulance crew have been very attentive, taking me to the toilet and making sure I've been fed. Also using their own phone data to allow me to access the internet.
It's bad enough having to wait hours in an ambulance in pain, the least the hospital could do is give me access to WiFi to help pass the time and reassure my friends I am OK.

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Responses

Leanne Wilson

Interim Lead Nurse, Unscheduled Care,

South Eastern HSC Trust

Submitted on 25/10/2024 at 10:37

Published on Care Opinion at 11:10

Dear Anomj79,
Thank you for sharing this experience with us. I am very sorry to her about the wait you endured, both before arriving at the Emergency Department and whilst in the ambulance, especially whilst in pain. I understand how difficult this must have been and apologise for the discomfort you experienced.
Our free Wi-Fi unfortunately does not extend outside to this area, though I am glad to hear the ambulance crew were attentive and helped you access the internet during your wait. If you need to contact anyone during these times our staff are always happy to assist in any way they can.
Thank you again for your feedback and please accept out sincere apologies for the challenges you faced.
Leanne Wilson
Interim Lead Nurse Unscheduled care.

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Maggie Hamilton

Experience & Involvement Facilitator, Quality, Safety & Improvement,

Northern Ireland Ambulance Service

The Northern Ireland Ambulance Service (NIAS) Experience and Involvement Facilitator is responsible for developing and delivering high quality, effective services and processes for NIAS Service Users, Carers, their Advocates, the Public and NIAS Staff across Northern Ireland (NI) to facilitate and enable them to fully contribute to and participate in experience and involvement in relation to the NIAS.

Submitted on 25/10/2024 at 13:20

Published on Care Opinion at 13:20

Good afternoon Anomj79,
Thank you for taking the time to share your valued feedback. We are always grateful to those who share their experiences of the services they have received. It was heartening to learn how attentive the ambulance crew were with you and helping make sure you were able to reassure your friends.
With regards to our response times please be assured that we are working closely with the Department of Health and the Strategic Planning and Performance Group to increase our available resources. We are also working with the local EDs to try to ensure that our patients can be handed over to hospital clinical teams as quickly as possible so that ambulance are able to respond to further emergencies. If you would like a member of our Service User Feedback Team to get in touch to progress your concern further, please provide your contact details or alternatively they can be contacted at complaints@nias.hscni.net or on 02890 400999.
I hope you are recovering well.
Kind regards,
Maggie

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