August 2014 - case study 1

Date: 31 July 2014

  • Details:

    A 999 call was made by the patient’s partner after the patient had returned home after having been attacked. When the ambulance crew arrived, the patient felt that the crew were hostile from the start and verbally aggressive and they had no equipment to check the patient’s head. The crew refused to check the patient’s head and refused to take the patient to hospital. The patient attended A&E, where he was informed he had a major concussion.

  • Findings:

    The investigative manager has held a reflective practice meeting with the crew involved as part of their learning process. . The investigative manager has discussed the patient’s concerns and the crew have taken on board the patient’s recollection of events.

  • Lesson learnt / action taken:

    As part of this learning process, the investigative manager has included discussions about attitude and patient assessment protocols and believes appropriate reflection and learning has taken place. This complaint has been logged as part of a formal process and if any further concerns are raised about the crew members in the future, further action may be taken. Awareness has been raised around public perception of staff attitude.

  • Date:
    30 July 2014