If a 73 year old falls from a height, has cuts and bruises to their head, is experiencing pain in hip, arm and hand, I think it completely reasonable to call for experienced help rather than start hauling her about.
I don't think they were necessarily being unreasonable to call an ambulance and let the paramedics assess her, but given that she wasn't in life-threatening danger, was conscious and had people around her, I don't think an hour's wait was worthy of a sadface article in the local press or even complaint.
On a broader point, a former colleague of mine re-trained as a paramedic and expressed the view that some people seem to regard ambulances as hospital taxis and will call them at the drop of a hat. He attended a woman in the very early stages of normal labour with no complications and whilst she was low priority they did attend. As they were putting her in the ambulance, he asked the husband if he was coming too. 'No you're alright, I follow behind you in the car' he replied.