Make a formal complaint about an ambulance medic?

[KungFuPandaWorksOut20]

I want to say I understand with corona virus ambulance and NHS are stretched, that's why I'm asking for opinions.

Phoned 111 last night, my husband hasn't been well for nearly a week. But last night he wasn't himself. His temp was raging, and he was in a state of confusion. I went through his symptoms, they kept coming back to COVID-19, I explained he's not showing any of them but still answered their checklist.

They send an ambulance, which arrives within an hour. The woman enters wearing protective equipment, and straight away I found her quite rude. She greeted my husband with are you the one who is supposedly ill? She's asking him questions and not get much sense from him. She radio's someone and says I don't think it's COVID-19, more like a person with a cold feeling sorry for themselves.

I explained I never once rang it through as the corona virus, I was massively concerned about his temp he was struggling to manage and his confusion.

She exits and says she needs to phone someone. 10 minutes later she knocks on passes me paperwork and says he needs to go to an OOH and it isn't corona virus.

I read over the paperwork and honestly it is filled with so much rubbish it's like it's someone else's form. For instance she's put down allergies he doesn't have. Wrote down he refused too speak with them, the only reason they've revered him to an OOH because he insisted. (He refused to speak with them, yet insisted he gets referred )

The OOH doctor was a bit arsey when we first arrived, because it was clear the lady had made out like he was there over nothing.

Long story cut short, turns out he has pneumonia (nothing covid related) hence the reason for the delirium and temp. Once the doctor realised something was wrong she was absolutely amazing!

I get the ambulance service is extremley stretched given the current state of affairs, but WIBU in reporting the medic? I just feel massively let down on my husband's behalf.

Regardless of how she personally felt that day she let her emotions get in the way of doing her job and her attitude meant that she missed that your DH had a serious illness.

I would definitely complain, not out of spite, but out of the fact that her actions could have had serious implications and that needs to be addressed so that other patients are not put at risk.

can you imagine how many stupid fuckers with bad colds are calling them right now

And can you imagine one of those 'stupid fuckers' actually having pneumonia and been ridiculed and made to feel guilty?

She had a job to do and she failed in it badly.
Xx

can you imagine how many stupid fuckers with bad colds are calling them right now

Which doesn't apply in any way to the OP's situation. Are we really suggesting letting possibly life threatening behaviour go without comment because some people are "stupid fuckers"?

I think you should complain as someone else could suffer through her bad attitude.

People saying it's the pressure their under.. well she's in the wrong job. I'd complain.

"The concerning thing is she has wrote down 2 allergies on the form - neither he has, the thing he is allergic she hasn't put that down."
For this reason, you absolutely need to complain. What you received was disgusting behaviour, and this needs to be rectified or this medic will continue to behave like this and it could kill someone. They belong to a professional governing body, think it's called HSPC . Give them all the details, particularly the bit about the wrong information.

Let it go , can you imagine how many stupid fuckers with bad colds are calling them right now

What has having a life threatening illness got to.do with anyone elses behaviour?
If she cant tell.the difference between someone incoherent with a raging temp and a sniffle then.she is in the wrong job!

I'm a bit worried about people thinking you'd be wrong to complain. Would they be happy to have false information recorded about them on their paperwork? Would they like their pneumonia dismissed as "someone with a cold feeling sorry for themselves"?

What @pigdogridesagain says.

Regardless of the pressure she was under, if she did indeed make those comments about the patient then that is inexcusable and totally lacking in both professionalism and compassion. Combine that with the inaccurate info re allergies and failure to diagnose someone with pneumonia and a high risk of sepsis, and I think it would be irresponsible NOT to bring this to the attention of her managers.

Since when has our healthcare been free WestCountry?

Always at the point of delivery. And for non taxpayers.

I’d actually let this one go. I understand your frustration and without a doubt she was rude but in the current circumstances I can imagine they are under so much stress and worrying about what’s heading their way in the next few months. They are going to be worked into the ground.
Under different circumstances I would complain.
I hope your husband feels better soon.

This ^^ hope your DH has a speedy recovery

When it comes to recording false information during a medical examination, who gives a shit if it's free at the point of use? Oh well, you won't be getting a bill so I'll just put a load of bollocks down.

I mean rude yeah, fine. Let it go. Stress and all that. But recording non existing allergies and making false statements about the assessment? How is that ever ok? Accurate information is absolutely essential.

I think you should complain, factually - so as frustrating as it is don't bring the fact that she was a rude cow into to, but the truth is your husband was seriously ill and her actions/attitude could have had serious repercussions. Yes, paramedics (and all healthcare professionals) are under immense pressure and sadly are going to be worked into the ground with this virus. That is not a free pass to treat a patient and their family abysmally, it is not a free pass to put false information on official medical forms, and it is not a free pass to not carry out the necessary investigations (which would have immediately shown a problem).

It is only the beginning, if she's this careless and missing such major things now, imagine the repercussions this could have a week or a few months from now when things are really bad.

stupid fuckers with bad colds
don't have raging temperatures and are incoherent and confused

We are very lucky in this country to have free health care, why is it that instead of feeling grateful for a service we rely on, we feel they owe us the upmost respect while a lot of them work very hard and get abuse.

Utter tosh (it's utmost btw) They do owe us respect, as we owe them respect. Polite and professional. We don't have to feel grateful for the service since we pay for it, but neither do we need to abuse it.

What are the symptoms we're to look out for? high temperature, chest issues. What does the OPs husband have? Bingo. It is no wonder everyone is fighting over toilet-roll and hand-sanitiser if these two examples are the way people in the UK think these days.

OP hope you're husband's being taken care of, do you have someone to look out for you?

@worraliberty UK healthcare has been free at the point of service since July 5th 1948. Yes it's paid for via our taxes but if you have a heart attack nobody's presenting you with a bill for your treatment.

I think there’s often cross communication- I dialled 111 about my son once and an ambulance arrived before I’d finished the call with a report that my 12 yr old was having a heart attack!
Another time I was at the GP’s and very ill, he called an ambulance for suspected meningitis yet I’d told him it was likely an allergic reaction 🤷🏽‍♀️

I haven't read the full thread so don't know if this has been said already - if you complain you're actually giving her manager ammunition to use in putting a case for more resources.

Def do not let it go! She shouldn't be doing that job if she's a horrible twat

CinderellasSecrets, I'm well aware of that.

Therefore WestCountry is wrong.

Utter tosh (it's utmost btw)

Upmost and utmost are two different words

The hcpc is there for a reason. .to monitor and safeguard behaviours and practices. If she has wrongly reported someone's medical history, that could have led to a death. This absolutely needs to be looked into. You must report it, for the safety of future patients

Why are some people telling you to let this go? This woman is going to go to other emergencies and there won't always be someone there to protect the patient. Of course you need to report it. I think even more so in the current situation, can't work out why people are using that as an excuse.

Speaking as a paramedic from your description it doesn't sound ideal management. I wouldnt make a complaint though as it wont have the intended result. They will either never hear about it, or they will be told and given the template apology to quickly sign which just makes everyone
more angry ants stessed going into the next 111 check up service whilst people with broken hips are left on the floor for several hours because 111 have allocated a high prioty coding to the check up. This is a common occurrence and I too find it hard not to go in with an attitude to 111 check ups but that's only because I know all the suffering and harm this causes to the wider community.

Since the crew must have taken observations for the referral, and was evidently well enough to get to the appointment their assessment that you were well enough to get to the hospital/walk in was correct and 111 was waisting more ambulance service time. The allergies is random however, I dont know why they were understand why they made them up, it's only necessary for us to ask if we are giving you a medication. They maybe checked his records and he's documented on there as having those allergies. From the job you describe this probably took about 1.5hours when you factor in travel time, kitting up, quick assessment, waiting for oogp call back, documentation, cleaning the kit for next use. We are so cross with the 111 jobs crippling our ability to respond to emergencies and the be in no doubt that when you accept an ambulance you are taking it away from someone else. If anyone believes a relative is unwell and genuinely confused then do you really think the solution will not involve a doctor?!? If they are well enough to mobilise make your own way to hospital, or if less confused and more just very tired and not as chatty as usual then consider walkin/gp/self care like fluids/paracetamol.

Its unfortunate it sounds like their stress resulted in a poor experience but ultimately a complaint now will just probably just be taken as "they didnt pander to me when I was poorly" and disregarded. There was no harm caused and a referral made. Complete the course of abx, keep up food and fluids, contact a gp if symptoms haven't resolved when the course has finished.

I wouldnt make a complaint though as it wont have the intended result. But a complaint via PALS might have a positive effect on future training and support for paramedics. I can't imagne the woman intended to be so brusque but she has to have been under a lot of stress which might have been better managed by her line manager, etc.

And then the misinformation!!