Ambulance service says sorry for refusing to help hurt biker

THE ambulance service has been ordered to apologise for refusing to send a vehicle to a seriously injured teenage biker at a motocross event in the Lothians.

A transcript has been published of an incredible 15-minute argument between a shift manager at the Scottish Ambulance Service in Edinburgh and the private medics tending the 15-year-old.

Despite the hysterical pleas that the victim – who eventually required plastic surgery on his wounds – was in desperate need of an ambulance, the female manager steadfastly refused to send one.

She argued that because the event was a private one with paid-for medical cover, "NHS resources" could not be used and that there should have been a private ambulance on stand-by. At one point the manager even ranted about private companies under-cutting the ambulance service.

The injured rider was eventually taken to hospital in a people carrier and treated for head and neck injuries.

The Scottish Public Services Ombudsman, who investigated the case, has now ordered the ambulance service to apologise to the youth and his family for "jeopardising his safety" and for the way in which the subsequent complaint was handled.

The service was also ordered to overhaul procedures following the incident in October 2006. The ambulance service said it had accepted the findings and vowed to "act on them accordingly".

No-one involved in the case has been named in the report and the location has not been revealed.

However, it details the frantic call to the ambulance service by the privately-employed emergency "first responder" at the track.

After querying which company was providing medical cover, the manager tells the caller: "I'm sorry, I'm not sending an NHS resource, I'm sorry. I can't send an ambulance and deprive the local community of an NHS resource to transfer a patient."

The caller responded: "I'm sorry, this patient is seriously ill here. He has suspected head and neck injuries and we do not have a vehicle to transport . . So you're going to let this patient be seriously injured?"

The shift manager replied: "No I'm not, you are. You're getting paid at a private hire and you don't have an ambulance. I have an ambulance for people in the community who need an ambulance because of a medical condition."

A committee member then argues: "We have a guy who is bleeding from the mouth, he's agitated, we've got oxygen on him, we need an ambulance."

As the call went on a third person came on and explained: "We've been arguing for ten minutes and this kid could be . ."

Shift manager: "I'm not willing to discuss it later . . sorry but you're not getting an ambulance."

In the judgement, the Ombudsman ruled that, even though protocol was in place for private events to pay for medical cover, in the case of an emergency a shift manager could use their discretion to attend a location.

The Ombudsman's verdict read: "It is clear that the duty manager did not consider the clinical condition of Mr A."

A spokesman for the Scottish Ambulance Service said: "We have accepted the ombudsman's ruling and have apologised to the man and his family."

EXTRACTS FROM THE TRANSCRIPT..

The caller explains the rider's medical situation and after questioning explains that a private ambulance service is at the event.

Shift manager: "Are you working for a private ambulance service?"

Caller: "We are."

Shift manager: "Okay, well I can't send you an ambulance I'm afraid."

Caller one: "We don't have an ambulance on site and we cannot transport as we cannot leave the event."

Shift manager: "Well I'm sorry, I'm not sending an NHS resource, I'm sorry. When you guys put in the business case that should all be addressed, and I can't send an ambulance and deprive the local community of an NHS resource to transfer a patient."

Caller: "I'm sorry, this patient is seriously ill here. He has suspected head and neck injuries and we do not have a vehicle to transport."

The shift manager explains to a member of the committee running the club (caller two) that if they have paid for medical cover they must provide an ambulance.

Caller two: "We have a guy who is bleeding from the mouth, he's agitated, we've got oxygen on him, we need an ambulance."

Shift manager: "No."

Caller two: "You want us to leave this person lying in a field till we get an ambulance? Is that what you're saying?"

Shift manager: "Excuse me, do you want me to leave a person with chest pain who is paying the NHS to get ambulance provision?

The shift manager then asks to speak to whoever is in charge of the incident, at which point caller three, identified as the clerk of the course, takes the phone.

Caller three: "Every meeting we have run for about the last ten years, when we've asked for an ambulance to come on site, they have come on site. This is the first time I've heard of anything like this. I don't understand this at all."

Shift manager then asks to speak to the manager of the private ambulance service.

Shift manager: "I'm sorry, but I'm not sending an ambulance until I clarify exactly what is going on here."

Caller four then brings over his head, identified as caller five, and following more to-ing and fro-ing, he says they will use a car they have.

Caller five: "I'm not going to argue, I'm going to put the phone down."