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September 2014 - case study 2

Date: 31 July 2014

  • Details:

    The patient’s GP called an ambulance to arrive in one hour as he had a suspected deep vein thrombosis. The ambulance took several hours to arrive. One crew member arrived first in a car. The complainant told the crew member that they were unimpressed with the delay and the crew member said that the patient was not seriously ill. The crew member gave the complainant the impression that she knew more than the Doctor.

  • Findings:

    Health Care Professionals (e.g. Doctors, Nurses, Midwives) are able to book transport directly with the Ambulance Service on behalf of patients. These requests are booked as 'GP Urgent' calls and can be requested for one hour, two hours or four hours. These calls are dealt with alongside our emergency 999 calls. The Call Handler obtained the required information and a pick-up time of 15:24 hours was entered. Unfortunately, due to the high call demand the Trust was receiving on this date, we were unable to send an ambulance within the expected timeframe. The investigating manager has discussed at length the incident with the attending clinician, who had no influence or control over the delay experienced by your father. The clinician was frustrated that she couldn't do anymore for your father. The clinician established that the patient’s condition was not immediately life threatening and that the best course of action was to wait for transport under non-emergency conditions.

  • Lesson learnt / action taken:

    The investigating manager has discussed the incident with the clinician and highlighted the importance of professional courtesy.

  • Date:
    30 July 2014