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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.
The acting Chief Executive of the troubled South East Coast Ambulance Service say work is already underway to improve.
The service has been heavily criticised - and put in 'special measures' - after deliberately delaying thousands of 111 calls. Thousands of patients were subject to delays as a result.
Here's acting Chief Executive Geraint Davies:
South East Coast Ambulance Service (SECAMB) NHS Foundation Trust says it is 'committed' to improving the quality of its service following the announcement that it will be placed in 'special measures'.
The trust received a damning report from the Care Quality Commission (CQC), but says it would like to reassure the public that it has already been working hard to implement a number of important changes.
SECAMB released the following statement:
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South East Coast Ambulance Service will be put into Special Measures, following concerns raised in a Care Quality Commission inspection.