93-year-old was waiting for an ambulance when she fell in her home. She had to lie on the floor with broken bones for 10 and a half hours. Her son says he is sorry to hear about her experience.
A new emergency policy framework will be published this autumn. The government says it recognises how distressing it can be to wait for care. An ambulance service chief says he is "grateful" to report the incident.
Three new categories were introduced in the last two months. Purple for cardiac or respiratory arrest, red for major trauma and others. Median response times for red calls were nine minutes and 32 seconds.
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