Elderly Northampton couple accuse ambulance service of ‘playing with people’s lives’ after transport cancelled

An elderly couple have hit out at ‘appalling’ treatment by East Midlands Ambulance Service after a cancelled ambulance led them to miss a hospital appointment. 

In recent months Teresa Welsh’s health has deteriorated, leaving the 75-year-old experiencing tremors, requiring 24-hour care and the use of a hoist to move. She also has carers four times a day.

Teresa was hoping to get one step closer to a diagnosis when she was scheduled to see a consultant at John Radcliffe Hospital earlier this month, but ended up missing the appointment after her transport failed to arrive.

Husband Roy said he had booked transport through East Midlands Ambulance Service (EMAS) a month before, but they were not told their ambulance had been cancelled or given a reason why.

Roy, who is 78-years-old and his wife’s primary carer, said: “I had cancelled my wife’s carers for the day and the ambulance didn’t turn up. We weren’t even notified.

“We could have potentially had a diagnosis if we got to that appointment but now we are still in the dark. Our rescheduled appointment isn’t until November and who knows if the ambulance will turn up then? 

“It is appalling. The hospital staff were not happy either as they said that appointment could have gone to someone else.

“At the minute we are living a nightmare with Teresa’s health and this has just made it even harder. My health isn’t great either after a heart attack and the stress of this hasn’t helped. The ambulance service is playing with people’s lives.” 

Roy said it isn’t the first time the couple have been let down by EMAS, with Teresa previously having to wait 14 hours after a fall in the street.

He says his wife had just been discharged from Northampton General Hospital when she fell while getting out of the car. After a 14 hour wait she was taken back to the hospital and readmitted.

Roy says both he and his wife have nothing but praise for the paramedics who attended and the hospital staff.

He added: “It feels like we’ve worked hard our whole lives, paid all our taxes and dues but now when we need help it isn’t there. I feel like I’m banging my head against a brick wall.”

EMAS have apologised for the couple’s experience and say extra staff are currently being recruited to staff its non-emergency patient transport services.

They also say while every non-urgent journey is planned, the service is vulnerable to unforeseen circumstances on the day, like vehicle or staffing shortages.  

Joy Weldin, divisional director for non-emergency patient transport services at East Midlands Ambulance, said: “I would like to say how very sorry I am for the service provided to Mrs Welsh on this occasion.

“We continue to face an incredibly high level of demand for our service. Last year we provided over 377,000 patient journeys across the East Midlands and each one requires careful planning and coordination. 

“We’ll be in touch with Mrs Welsh and her family via our patient experience team to listen carefully to their concerns, apologise and explain how we are working hard to improve.”