Date: 11 April 2018
The complainant reported his concerns about the clinical treatment his grandmother had received following her journey with Patient Transport. His grandmother had suffered an injury to her leg whilst being collected by Patient Transport. He was also not very happy that he grandmother was not wearing her coat and was freezing cold to touch.
The investigating manager reviewed the journey details and could see that it was undertaken by a private ambulance service. The private company were contacted and the crew members provided statements and were interviewed by the Head of Training for the private company.
During the interview they discussed the incident in depth and it was highlighted that there was a lack of vehicle familiarisation and communication from the crew. The Head of Training identified that at no point did the crew members blame each other for the incident and they both showed patient care and compassion when dealing with the patient’s injuries. They crew had also reported the incident themselves via the appropriate routes.
- Lesson learnt / action taken:
The Head of Training made sure that both crew members were given full familiarisation with the vehicles. He also gave the crew members a week to complete a reflective practice regarding the incident and what they could have done differently and will do differently if this issue occurs again in the future. Both crew members sent their apologies to the patient and her family for the incident.
- Date:01 April 2018