August 2014 - case study 2
Date: 31 July 2014
The complainant’s cousin was due to be collected by patient transport for a hospital appointment. The complainant later found out she did not attend. The crew arrived and did not get an answer. Why didn't they complete a better check to find out where she was or make more of an effort to see if the patient was in the house? She was in the house but had fallen over. The complainant found the patient on the floor where she had been for 6 hours.
The crew arrived at the patient’s home address and knocked on the door, when they received no answer they then had a look round the property, and tried to call the patient, but there was no answer. The crew then called control, who spoke to the clinic but they were unaware of any issues with the patient. The crew tried again, but then left the address.
- Lesson learnt / action taken:
The crew did follow due process in this instance, and we only had the patient’s phone number and therefore we could not call anyone else. The crew were extremely concerned and upset that the patient was in the house and had a fall and apologised for the distress that was caused.
- Date:30 July 2014