Patient John wins ambulance apology
Last updated at 12:00, Thursday, 14 August 2014
A PENSIONER who was forced to crawl downstairs to reach an ambulance while paramedics looked on has received an apology.
John Hurst collapsed on his bathroom floor earlier this year and had to make his way down the stairs on his “belly and back”.
He complained to the North West Ambulance Service NHS Trust – which was highlighted in The Whitehaven News – and has received a letter from them stating his complaint had been upheld following an investigation.
In the letter, Alan Stuttard, deputy chief executive of the North West Ambulance Service, said: “It was entirely inappropriate for you to have needed to complete the transfer downstairs on your rear, and you should also have been provided with greater assistance by both crew members whilst transferring from your home to the ambulance.
“I am very sorry that you were not provided with the assistance that you required on that day and for any distress that you may have experienced.
“I can confirm that the findings of the investigation have been referred to a Trust Review Panel. This will ensure that appropriate action is taken for attending staff members in accordance with most appropriate Trust policy.’’
And Mr Stuttard added: “I would like to thank you for making me aware of your experience as I agree that it is important that the Trust learns from such mistakes for the benefits of other patients. The Trust takes all complaints very seriously and any issues identified are used to improve the services that we provide.’’
Mr Hurst, of Copeland Avenue, called the ambulance in March after having undergone surgery and had become “disorientated’’ after losing a lot of blood.
“I had to crawl down the stairs on my belly and back,’’ he said. “They never explained why.’’ Mr Hurst was subsequently helped to the ambulance by his wife, Gill, and his visiting ex-wife, Edna Hurst, each holding an arm.
And he added: “I accept the apology and will be pleased if it doesn’t happen to anyone again, especially those living on their own without anyone to help them.’’
First published at 11:46, Thursday, 14 August 2014
Published by http://www.whitehavennews.co.uk
Have your say
I have had many dealings with the ambulance service, all heart related. I have only admiration for the crews, from the time they arrive until leaving me at A&E they looked after me, completely. bravo to them all.
It could be something to do with crews being absolutely shattered due to the 14-15 hour shifts, and being constantly battered each shift.Funny how it's never reported about the good they do multiple times a day, Every day !!!