Iris Webster, a 93-year-old grandmother from Long Eaton, Derbyshire, recently experienced a harrowing wait for medical assistance that left her family deeply concerned about her care. Ms. Webster’s daughter, Julia Mends, shared the distressing details of the incident, which began when a health professional called for an ambulance at 11:00 AM on October 2 after Ms. Webster suffered a suspected hip injury.
Despite the emergency call, Ms. Webster waited an agonizing 14 hours for an ambulance to arrive, only being taken to Royal Derby Hospital around 1:00 AM the following day. Julia described her mother as “screaming and crying” during the wait, a sentiment echoed by the family who felt this was an unacceptable delay.
When Ms. Webster finally arrived at the hospital, she was placed in what Julia characterized as a “corridor” for 23 hours. The hospital trust, however, stated that she was cared for in “clinical areas” and provided hot meals and beverages during her time in the emergency department. Julia expressed her frustration with the situation, stating, “The whole thing was just awful. It was an absolute disgrace.”
The family was also dismayed when Ms. Webster was taken home by ambulance four days later, despite their request for a call to arrange her collection. Additionally, medication and a toilet frame were sent by taxi later that night, further complicating their experience.
Julia emphasized the emotional toll this ordeal took on her mother, revealing, “She doesn’t want to go into hospital ever again. She wants to die at home.” Reflecting on the incident, she mentioned that if they had known they would be waiting for 14 hours, they would have opted to transport Ms. Webster themselves.
Garry Marsh, the executive chief nurse for University Hospitals of Derby and Burton NHS Foundation Trust, acknowledged the family’s concerns, stating, “We are sorry to Mrs. Webster and her family for their experience, which did not meet the high standards our patients should expect.” He expressed the commitment to improve the handling of similar cases in the future.
Andrew Magee, head of operations for East Midlands Ambulance Service, also addressed the situation, noting the significant pressures the NHS and ambulance service are currently under, which can affect response times. He expressed his sympathy for the experience Ms. Webster and her family endured, highlighting that they take all concerns seriously and are eager to investigate further.
As the family navigates the aftermath of this distressing experience, they remain resolute in their desire to prioritize comfort and pain management for Ms. Webster at home moving forward.
