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An elderly resident, who lives in sheltered housing, waited for over four hours for an ambulance after a fall. she remained on the floor, anxious and in pain, as safety protocols would not allow staff to lift her.
The sheltered housing Manager, contacted Healthwatch to share her concern that residents were facing ever longer delays when they needed an ambulance.
Healthwatch shared the resident's experience with the local MP ahead of a debate he was taking part in in parliament about ambulance waiting times, bringing real life experience into the discussion.
To help raise awareness further, Healthwatch supported the Manager and the resident to take part in interviews by newspapers, TV and radio journalists.
The process has helped to turn a terrible experience for the resident into a positive call for change.
As a direct result of these two women’s efforts, the ambulance trust has designed a new training and development programme for sheltered staff across the county in how to lift people after an incident.
This has helped reduce pressures on ambulance call-outs and ensure residents can be looked after in relative comfort should they fall.