Delayed ambulances and not answering 999 calls quick enough - just two of the reasons a scandal-hit ambulance trust has been put into special measures.
A damning report into the South East Coast Ambulance Service (Secamb) - which covers Sussex, Surrey and North-East Hampshire - also found other serious concerns, including:
- Response times not meeting national targets.
- Patients giving up on calls for help, especially on weekends.
- Not enough staff, impacting on performance and fatigue.
- A culture of harassment and bullying of staff.
So what now for the troubled trust?
Andy Dickenson speaks to Ben Williams, Geraint Davies, acting chief executive of Secamb, Alan Thorne of the Care Quality Commission, David Liley of Healthwatch, and Nigel Sweet from Unison.