October 2014 - case study 1

Date: 30 September 2014

  • Details:

    The patient had undergone recent treatment for varying complaints, including diabetes, vascular dementia and seizures. Paramedics were called after the patient had various falls. The crew member was checking the patient over while the other paramedic said 'you can't keep calling the ambulance out, you need to sort this out'. The complainant was very distressed and upset that they were spoken to like this.

  • Findings:

    The investigating manager spoke directly with the Paramedic and obtained a written statement. The Paramedic has acknowledged that his words have been interpreted in the wrong context for which he apologises. He was merely attempting to open up a discussion to establish if any other agencies or pathways had already been put in place.

  • Lesson learnt / action taken:

    The paramedic has reflected on his words and will use this complaint to ensure he chooses his words more carefully. When a Paramedic receives a complaint, this is recorded on file and is a notable event.

  • Date:
    29 September 2014