Overview
The complainant (Mrs C) raised a number of concerns about the care provided to her husband (Mr C) by Ambulance staff on 7 January 2005 during his discharge home from hospital. Mr C was terminally ill with advanced cancer at this time.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the ambulance crew failed to take adequate care in carrying Mr C from the ambulance to his home (upheld);
- (b) a crew member spoke aggressively to Mr C's family when they challenged the crew about how they were carrying Mr C (no finding); and
- (c) there was an excessive and uncomfortable delay while waiting for a new crew to arrive (not upheld).
Redress and recommendations
The Ombudsman recommends that the Service:
- (i) apologise in writing to Mrs C for the distress and anxiety caused by the failure to provide suitable equipment to staff and ensure that staff had been adequately trained in manual handling techniques for the equipment available; and
- (ii) consider the recommendations from the Specialist Adviser and provide the Ombudsman's office with an action plan arising from consideration of the recommendations.
The Service have accepted the recommendations and will report back to the Ombudsman on progress towards achieving them.