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Treatment by patient transport

Posted By waterloo

"Treatment by patient transport"

About: Scottish Ambulance Service / Patient Transport Service

(as a service user),

I attend the Leven hospital renal dialysis unit on a regular basis but recently I have experienced the utmost upset and stress by a patient transport crew member that I am not wanting to go to my dialysis session, because I am ignored when I'm in the back of the vehicle, but since this problem has started it's left me upset when I get home and it's putting me off going to dialysis.

When they take me home or pick me up the crew member hasn't got a nice attitude towards me and previously told me to shut my mouth when I went to talk in the back of vehicle. I am a patient but being treated as a leper, I am not prepared anymore to travel to my dialysis treatment given that I cannot walk, I found I am being ignored.

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Responses

Response from Mark Hannan, Head of Corporate Affairs and Engagement, Scottish Ambulance Service last month
Mark Hannan
Head of Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 17/02/2026 at 10:07
Published on Care Opinion at 10:07

Hi waterloo,

Firstly I'm sorry to hear about your ongoing health issues, that must be really hard to deal with and I'm sorry you are having to go through that. I was also sorry to read your comments about your Patient Transport Service experience and how you are feeling about that. It is really important that you continue going to dialysis. I'd like to arrange for your complaint to be investigated for you. We can have a look into this and provide some feedback to you on our findings which can hopefully help make you feel better and more confident about using the service going forward.

If you'd like us to do that, we'd need a few more details from you such as your full name, address, date and time of incident/your last PTS journey and a link to this care opinion post sent to sas.feedback@nhs.scot

Once again, apologies that you are feeling this way, we'll do our very best to remedy this.

Best wishes,

Mark

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Update posted by waterloo (a service user)

Have now spoken with a supervisor and resolved this issue thank you for the advice

Response from Mark Hannan, Head of Corporate Affairs and Engagement, Scottish Ambulance Service last month
Mark Hannan
Head of Corporate Affairs and Engagement,
Scottish Ambulance Service

Submitted on 17/02/2026 at 16:00
Published on Care Opinion at 16:00

No problem at all. That's great to hear! All the best, Mark

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