Overview
The complainant (Mrs C) had concerns about the way the Scottish Ambulance Service (the Service) responded to enquiries and complaints she made about their response to a request to take her husband, Mr C, to hospital in September 2004. Specifically, Mrs C complained about the Service's request that a disclosure of information form be completed in response to a letter from her Member of Parliament (MP), that the Service failed to make arrangements for a meeting with Mrs C that they advised had been made, that the Service unreasonably expected Mrs C to make arrangements for a meeting, that the Corporate Affairs Manager of the Service inaccurately represented the contents of a letter from the Head of Service (Accident and Emergency – South West) (Head of Service 1) and that the Head of Service (Accident and Emergency – West Central) (Head of Service 2) was unreasonably unable to answer Mrs C's questions during a meeting.
Specific complaints and conclusions
The complaints which have been investigated are that:
(a) the Service incorrectly requested a disclosure of information form to be completed in response to a letter from Mrs C's MP (not upheld);
(b) the Service failed to make arrangements for a meeting with Mrs C that they advised had been made (upheld);
(c) the Service unreasonably expected Mrs C to make arrangements for a meeting (no finding);
(d) the Corporate Affairs Manager of the Service inaccurately represented the contents of Head of Service 1's letter of 9 November 2004 (not upheld); and
(e) Head of Service 2 was unreasonably unable to answer Mrs C's questions during a meeting (no finding).
Redress and recommendations
The Ombudsman recommends that the Service reminds all staff of the importance of ensuring the factual accuracy of communications.
The Service have accepted the Ombudsman's recommendation and will act on it accordingly.