Overview
The complainant (Mrs C) raised concerns about the length of time it took for an accident and emergency vehicle to attend an emergency at home when her husband, Mr C, became gravely unwell and how the Scottish Ambulance Service (the Service) handled her complaint.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) the delay in ambulance's arrival was unreasonable (upheld); and
- (b) the handling of the complaint was unreasonable (upheld).
Redress and recommendations
The Ombudsman recommends that the Service:
- (i) report back to the Ombudsman on what additional support is provided to less experienced call handling staff;
- (ii) carry out a review involving the software provider to ensure that the software issue is re-assessed;
- (iii) review their complaints handling in light of the failings identified; and
- (iv) provide Mrs C with a full apology for the failures that occurred on 15 October 2010.
The Service have accepted the recommendations and will act on them accordingly.