Overview
The complainants (Mr and Mrs C) raised concerns on behalf of their son (Mr A) about the decision by the Scottish Ambulance Service (the Service) not to send an ambulance for their son and the way the Service handled their complaint.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the Service's decision not to send an ambulance jeopardised Mr A's safety (upheld); and
- (a) the Service mishandled the complaint (upheld).
Redress and recommendations
The Ombudsman recommends that the Service:
- (i) acknowledges to Mr and Mrs C that the wrong decision had been made and apologises for the distress the decision had caused;
- (ii) writes to her outlining the steps it has taken to implement the new guidance so that the assurances can be given to the Ombudsman that the relevant Service personnel, local authorities and organisers of private hire events are clear on the Service’s role; and
- (iii) apologises to Mr and Mrs C for its handling of the complaint.
The Service have accepted the recommendations and will act on them accordingly.