Help/Advice re complaint to ambulance service.

[Sara_H]

I posted about three weeks ago about my experience when I had to call 999 for a collapsed OAP who is a neighbour of my Mums.

I made a complaint to the ambulance service as I feel that their process failed in that they tried to pass her over to the non emergency service when in fact was clear to me (as someone with significant relevant medical experience) that the patient needed emergencey treatment.

I've recieved a letter today saying that my complaint can not be processed without consent of the patient involved. The patient is still quite ill in hospital and in no position to give consent, and in any case she has no recollection of the incident. I haven't told the patient that I've made a complaint, I don't see any need to cause her anymore distress than necesserry at the moment.

As I'm not in any way asking YAS to comment on the patients medical condition, but only to deal with the part of the process that I was involved in so I don't really understand why they need her consent.

My feeling is that the problems I encountered when I made the call are really quite serious and had the potential to be life threatening. I'm really loathe to see this go unchallenged, but I doubt I'm going to get the consent that they're asking for.

Anyone been in a similar position that can offer any advice?

 

[ScotiaLass]

I posted about three weeks ago about my experience when I had to call 999 for a collapsed OAP who is a neighbour of my Mums.

I made a complaint to the ambulance service as I feel that their process failed in that they tried to pass her over to the non emergency service when in fact was clear to me (as someone with significant relevant medical experience) that the patient needed emergencey treatment.

I've recieved a letter today saying that my complaint can not be processed without consent of the patient involved. The patient is still quite ill in hospital and in no position to give consent, and in any case she has no recollection of the incident. I haven't told the patient that I've made a complaint, I don't see any need to cause her anymore distress than necesserry at the moment.

As I'm not in any way asking YAS to comment on the patients medical condition, but only to deal with the part of the process that I was involved in so I don't really understand why they need her consent.

My feeling is that the problems I encountered when I made the call are really quite serious and had the potential to be life threatening. I'm really loathe to see this go unchallenged, but I doubt I'm going to get the consent that they're asking for.

Anyone been in a similar position that can offer any advice?

I've not had direct dealings with a complaint to the service, but it's standard that the person involved will need to give (usually, written) consent.

 

[cd365]

How can someone complain if they die? So there must be a process for third party complaints. Sounds like a fob-off.

 

[Sara_H]

I've not had direct dealings with a complaint to the service, but it's standard that the person involved will need to give (usually, written) consent.

This is the point. There doesn't have to be any discussion/disclosure of any of her medical details.
The failings I've identified are so serious that they need to be investigated and remedied.
She isn't going to be able to consent, this is being used to obstruct my complaint and the issues I've identified will go unresolved.

 

[ScotiaLass]

This is the point. There doesn't have to be any discussion/disclosure of any of her medical details.
The failings I've identified are so serious that they need to be investigated and remedied.
She isn't going to be able to consent, this is being used to obstruct my complaint and the issues I've identified will go unresolved.

I think even if you take the complaint 'higher' you'd get the same answer.
Unless the ambulance service has some sort of ombudsman?

 

[cd365]

I think even if you take the complaint 'higher' you'd get the same answer.
Unless the ambulance service has some sort of ombudsman?

http://www.ombudsman.org.uk/

 

[cd365]

Yorkshire Ambulance Service http://www.yas.nhs.uk/TalktoUs/patient_services.html

What if I want to complain on behalf of someone else?
We will always protect our patients’ right to confidentiality. If you are a relative, carer or friend we will ask the patient for their consent to look into your complaint and respond to you. If the patient is unable to give consent, we will discuss with you what we need to do to progress your complaint

 

[Spinney]

Sounds like they are not following the last sentence of that...

 

[craigwend]

Contact CQC with your concerns; having previous experience with PALS' you do need patients permission / consent

http://www.cqc.org.uk/

 

[Dave 123]

I complained about east of England ambulance service when we had to call one out for my son about 6 weeks ago.
They were very polite and considerate with their response, but it still tells me to bugger off!
Now I can't be bothered, I'd sooner not revisit that day! I guess that's what they want really.

 

[Alien8]

Having experienced something of a similar nature recently I think this is a standard approach they use to cover up incompetence.

 

[swee'pea99]

Having experienced something of a similar nature recently I think this is a standard approach they use to cover up incompetence.

Absolutely. Standard closing of the ranks bullshit.

"We will always protect our patients’ right to confidentiality. If you are a relative, carer or friend we will ask the patient for their consent to look into your complaint and respond to you."

Spot the non sequitur. The clear implication is that looking into a complaint amounts to failing to protect a patient's right to confidentiality. Which, obviously, it doesn't. There's no connection. What it does do is give them license to fob you off while purporting to be 'doing the right thing'. It's rubbish. If that is their policy, it shouldn't be. It puts patients at risk to save them hassle and enable them to shirk their responsibilities. I'd definitely pursue it, cc'ing to my MP.

 

[Pro Tour Punditry]

How did you word your complaint?

 

[Sara_H]

How did you word your complaint?

Nicely.

 

[Sara_H]

Absolutely. Standard closing of the ranks bullshit.

"We will always protect our patients’ right to confidentiality. If you are a relative, carer or friend we will ask the patient for their consent to look into your complaint and respond to you."

Spot the non sequitur. The clear implication is that looking into a complaint amounts to failing to protect a patient's right to confidentiality. Which, obviously, it doesn't. There's no connection. What it does do is give them license to fob you off while purporting to be 'doing the right thing'. It's rubbish. If that is their policy, it shouldn't be. It puts patients at risk to save them hassle and enable them to shirk their responsibilities. I'd definitely pursue it, cc'ing to my MP.

I can'y figure it out. I'm not asking them to tell me anything about the patient, I'm asking them to act on information I've given them.