Calling for an ambulance in an emergency
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Healthwatch Shropshire put a public call out for evidence about calling for an ambulance in an emergency when the Director of Public Health for Shropshire asked them to put out a call for people’s experiences of calling 999. They received 168 responses.
People were generally appreciative of the professionalism of ambulance staff. However, people also reported waiting long periods for ambulances, including one example of over 6 hours. Having to wait had serious consequences, including indignity, avoidable harm and even death. A few people felt that the ambulance delays were due to their calls being incorrectly categorised, and the urgency of their situation not being recognised. Due to the long waiting periods, some people made their own way to hospital. People who had fallen experienced particularly long waiting times.
Some people had a negative experience of waiting in or outside the Emergency Department, but felt the care they received was good.
People described delayed discharges or being discharged from the hospital without the adequate support and facilities in place for their recovery period. There is a response from the provider to the findings.