Overview
The complainant (Mrs C) complained on behalf of her husband, Mr C. She said that after Mr C fell down the stairs at home and an ambulance was called, staff failed to ensure that he was properly cared for. She believed that the actions of the paramedics contributed to his resultant paraplegia (complete paralysis of the lower half of the body including both legs, usually caused by damage to the spinal cord).
Specific complaint and conclusions
The complaint which has been investigated is that the Scottish Ambulance Service (the Service) failed to ensure that their staff used a stretcher and neck brace when transferring Mr C to hospital (upheld).
Redress and recommendations
The Ombudsman recommends that the Service:
- (i) make a formal apology to Mr and Mrs C for their failure to properly immobilise Mr C after the incident on 24 March 2012 and for the inadequacies of their internal investigation; and
- (ii) externally audit their complaints handling processes to ensure that they are sufficiently robust and fit for purpose.
The Service have accepted the recommendations and will act on them accordingly.