Deep dive report: patient experiences of the 999 Ambulance Service
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Healthwatch Staffordshire analysed their feedback on ambulance arrival times after media interest on lengthening ambulance delays. They analysed their feedback on ambulances during January and February 2024, looking at a total of 359 cases.
It was clear from patient feedback that the ambulance service is greatly valued and is assisting many during their hours of need. Some shared their experience of life saving treatment from the service for which they will ever be thankful.
Genuine concern was, however, expressed about response times and the availability of ambulances across the County. The perception of the public is that all 999 calls are urgent. People were particularly shocked about the wait times for lower category calls. Healthwatch picked up a degree of fear amongst older people living alone, particularly those who had fallen and injured themselves. 3
The ambulance service is clearly aware of the issues that delays cause for patients and there are initiatives in place both to advise patients who are waiting and to divert to alternative support if appropriate.