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Ambulance

Inconsistent ambulance service

Receptive ambulance service

Agreement with ambulance service regarding care following seizures

Inconsistent ambulance service

Ambulance Service ~ Right 5 ~ Effective communication 

A woman contacted the advocacy service after her experience with an ambulance provider. The consumer had written a complaint letter herself about her experience but she was unhappy with the response.

The advocate met with the consumer and her support person to discuss the issues with the complaint response letter. The advocate and consumer discussed the options around what the next action could be. These included asking for a meeting with the provider, requesting transcripts and all relevant information to the consumer's complaint and writing back to the provider.

The consumer opted to write another letter to the provider with the advocate's help. The consumer decided that she would like to meet with someone in person to discuss the complaint so a letter was drafted for this request.

The issues raised in the letter were:

- Inconsistency with what was said on the phone by the dispatch team to what was stated in the letter

- Inconsistency with what was stated in the letter in regards to what ambulances were available

- Understanding of the way the triage procedures worked

- Request for transcripts and relevant documentation.

The provider agreed to meet with the consumer and advocate at the advocate's office. Prior to the meeting the advocate discussed with the consumer the option of using a Resolution Agreement Pad if it was required. Due to a miscommunication the provider did not bring  the transcripts but instead brought the actual tape of the phone calls made to the provider. Even though this was a mix up, the consumer was happy with this as an alternative.

The issues raised in the letter were discussed except for one. It was agreed that the provider would look into the final issue and get back to the consumer at a later date. A secondary issue was raised after hearing the tapes of the calls and this was again agreed to be looked into and get back to at a later date. Both of these were noted on a resolution agreement form which was signed by both the consumer and the provider. 

The advocate spoke to the consumer a couple of days after the meeting.  The consumer felt that the meeting had gone very well and she was happy to wait for the agreed outcomes as noted in the resolution agreement. 

Receptive ambulance service

Ambulance Service ~ Right 5 ~  Effective communication

Although he had received good treatment from the ambulance service in the past, a consumer contacted an advocate about his most recent contact with them. They had left him feeling not listened to when he was explaining his condition to them. He also felt he did not receive clear communication from the personnel. After considering the options he asked the advocate to assist him to write a letter to the ambulance service.

In their response the service included an offer to meet with him and his advocate to further discuss his concerns. Although he was pleased with the written response the consumer decided to take up the offer. He felt it would be more effective discussing his concerns in person. At the meeting the consumer acknowledged the response from the provider and was able to provide more detail about what had led to his complaint.

Those present from the ambulance service said they were happy to receive feedback and acknowledged the importance of effective communication so consumers could be sure they had been heard. They gave an apology and said all personnel have been asked to reflect on the way they communicate with the public in future. The consumer was happy with the written response and particularly pleased with the resolution meeting as he felt it enabled a more effective discussion of his concerns. He also appreciated receiving a face-to-face apology from the ambulance service.

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Agreement with ambulance service regarding care following seizures

A consumer requested advocacy support to assist her to reach an agreement with St Johns ambulance staff. The consumer suffered from seizures and wore a medic alert which gave information about not needing hospitalisation following a seizure. Often, when a seizure occurred in a public place, members of the public would call the ambulance and she would be taken to hospital unnecessarily.

The consumer felt that if St Johns understood that her seizures only required quiet time to recover and not a trip to the hospital, it would improve the situation for everyone involved and conflict would be avoided.

With advocate support the consumer wrote to St Johns and they were able to reach an agreement on how to manage the situation. The consumer decided to carry the care plan with her at all times. 

The consumer was delighted that the ambulance service took her care plan on board and have even gone the extra mile by making sure she has a place to go after a seizure.  The consumer told the advocate that since this was so successful she was going to use the same method for other organisations she has frustrations with.