22170 - Patients left outside

Could you please tell me for 2017 and 2018 
 
How many complaints through the patient advice and liaison system (PALS) your ambulance trust received about patients being left in the wrong place/outside of their homes? 
 
Please do this by searching for the words 'dropped off', 'left', 'abandoned' and manually filtering the results to find those which refer to patients being dropped off in the wrong place or of relatives finding a patient wandering the streets after being left in an inappropriate place. 

Can you select the first five such complaints from 2018 and provide me with the following details:    
 
1. Please summarise what happened - i.e. where the patient was left compared with their intended location 
 
2. If the complaint refers to the patient's medical conditions/reason for which they had been admitted to hospital, please include this detail - e.g. if they had dementia or any other mental disability that made it dangerous for them to be left in an unfamiliar place or if they had just had a coronary bypass.
 
3. Please tell me what, if any, action was taken by your trust in response to these five sample complaints from the beginning of 2018

  • Reference:
    22170
  • Response:

    Could you please tell me for 2017 and 2018 
     
    How many complaints through the patient advice and liaison system (PALS) your ambulance trust received about patients being left in the wrong place/outside of their homes? 
     
    Please do this by searching for the words 'dropped off', 'left', 'abandoned' and manually filtering the results to find those which refer to patients being dropped off in the wrong place or of relatives finding a patient wandering the streets after being left in an inappropriate place. 

    Number of complaints EEAST received:

    2017 – 2
    2018 – 2

    Please note in addition to the search parameters requested we also searched on ‘wrong address’, ‘wrong location’, ‘wrong home’, ‘wrong place’ and ‘incorrect’.
     
    Can you select the first five such complaints from 2018 and provide me with the following details:    
     
    1. Please summarise what happened - i.e. where the patient was left compared with their intended location 
     
    2. If the complaint refers to the patient's medical conditions/reason for which they had been admitted to hospital, please include this detail - e.g. if they had dementia or any other mental disability that made it dangerous for them to be left in an unfamiliar place or if they had just had a coronary bypass.
     
    3. Please tell me what, if any, action was taken by your trust in response to these five sample complaints from the beginning of 2018
     
    Only 2 complaints were found for 2018:


    Complaint - Patient was taken home from appointment and the taxi that was supposed to take them directly home, but the patient was left outside. The patient has early signs of dementia.
    Action/Lessons Learnt –Taxi Company instructed to take patients into their property to make sure they are safe. New process put in place for Trust staff to be used and all patients to be escorted into their homes.

    Complaint - Patient living at a temporary address. Concerns raised that the driver did not know where he was supposed to take the patient. Firstly, he took them to their permanent address by mistake.
    Action taken - On review of the complaint, it was discovered that the hospital arranged the transport and it was not provided by East of England Ambulance Service. Advised to contact the hospital for answers to the complaint

  • Area:
    Trust wide
  • Category:
    • Patient Transport Services and Non Emergency Services
    • Complaints / Concerns / Feedback
  • Month:
  • Year: