Overview
The complaint concerned the response time taken for an Ambulance to attend following an emergency telephone call. The complainant (Miss C) was unhappy about the delay and the explanations given for this.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) there was an inadequate response to a '999' call (partially upheld); and
- (b) there was excessive delay in responding to Miss C's complaint and in the review which followed (upheld).
Redress and recommendations
The Ombudsman recommends that the Service:
- (i) provide the Crew involved in the incident with a copy of this report and ensure that steps are taken to identify and provide any training needs relating to responding to emergency calls;
- (ii) apologise to Miss C and her family for the delays experienced while pursuing her complaint; and
- (iii) review their complaint handling systems and procedure and, in particular, systems designed to track and monitor the progress of complaints.
The Service have accepted the recommendations and will act on them accordingly.