East England Ambulance Service NHS Trust

East England Ambulance Service NHS Trust Feedback

1. Carer of a patient using Essex Ambulance

   Took phone off of patient without seeking consent to speak with family member, i was actually in the middle of speaking to relative. Refused to listen to family despite introducingmysef as a registered healthcare professional., made a lot of inaccurate assumptions about patient and never discovered the facts. Made own decision without seeking an agreement with patient and family who have POA. It was paternalistic care, huge assumptions and patient carted off to A&E at 10.00 at night stuck in ambulance for 6 hours all because of am over inflated risk ax that had no actual evidence. Medication was not in reach of patient, patient had carers come in 4x a day to administer medication, would not listen to family to say that it had been reinstated.Used coercive language such as the only way patient is staying in home and returning is unless she has a lock box or medication cabinet. Again 1 hr does not give you the ability to assess for capacity to make this decision. Ended up giving patient medication Sedating from the patient blister pack and took to hospital for mental health ax, this will not give the MH team a clear picture if patient is sleepy.
   Then put the phone down when challenged that they are taking patient out of home all because she dared to take one of her tablets for pain out of her blister pack, once. I pointed out this had never happened before because the patient was always administered medication by carers. Never properly assessed social situation. Never sought cater opinion despite saying i had POA.
   Whilst I was on the phone to the care agency she called on another line and tried to say mums phone was off, we videoed it to show phone was ringing and very much charged. If a phone was turned off there would be no dialling tone.

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2. Essex Ambulance waiting times

   When the ambulance crew arrived they were lovely and administered morphine along with gas and air and took me to a and e where I had to have an operation on my lower leg with steel plates inserted.
   I have never called 999 before and I am absolutely scared for anyone wanting a ambulance in Essex because of the long wait times. The whole experience has affected me mentally and I am finding it difficult to come to terms with the feeling of abandonment in my hour of need.

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3. 5 hour wait! Something needs to change!

   Fell and tore ligaments in my foot and ankle – severe pain and I couldn’t walk – first time I’ve ever called an ambulance for myself – and I was told it would be a 5 hour wait. I had to crawl to my friends car. Need more ambulances – I’m not knocking the staff – the service is severely under funded.

   • Joanna Harris replied on 6 April 17

     I am sorry that you have had cause to raise concerns about East of England Ambulance Service. I would like to investigate the concerns you have raised and would be grateful if you could email [email protected] with the date and location we attended along with the reference HWE-001. We will then begin an investigation if you would like us to do so.

     Many thanks,
     Jo Harris (Interim Patient Experience Manager)

4. Outstanding

   I will never forget having to call an ambulance when my grandad collapsed. It was a really awful experience and I was so impressed with the responder who came on her own and provided such great support and reassurance. My grandad was very unwell with dementia at the time and we felt that the responder had a good awareness of his condition and how to communicate with him and us about what was happening.

   • Marian Burgess replied on 19 August 16

     Thank you for taking the time to provide feedback about the East of England Ambulance Service. I would like to pass your kind comments onto the staff involved and would be grateful if you could email [email protected] with the date and location we attended so we can track the staff involved.

     Thank you again for your kind words of appreciation.