"Upsetting visit by emergency care practitioner"

About: South Western Ambulance Service NHS Foundation Trust / Out-of-hours general practice

(as other),

The emergency care practitioner (ECP) responded to a call at the residential home to see a resident who had fallen and bumped her head.

The hospital form was not there for the client and the staff member had to write one up from the information in the resident's care plan. The ECP reacted very angrily to this, making the shift leader feel so intimidated that she called her manager at 1:38 am for help.

The ECP was very abrupt, starting the conversation with "I don't want an argument at 2 o'clock in the morning" and went on to complain that the information was not available in the manner they were expecting and kept repeating that they were going to report us to CQC and DCC and they would be 'crawling all over us'.

The staff member rang you back at 2:26am upset and confirmed that the ECP was threatening to report us.

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Response from Sara Coburn, Patient Engagement Manager, Governance, South Western Ambulance Service Foundation Trust

Good Morning Ms Nolan

Thank you for taking the time to provide feedback. I am very sorry that this has happened; this is not the level of service that we wish to provide to you or the residents at this residential home. Our ECPs are expected to carry out their duties with the utmost professionalism and respect. However it is clear that on this occasion something went wrong.

I would welcome the opportunity to look into this matter further. If you are happy to, please may I ask you to contact me on 01392 261 558 or email sara.coburn@swast.nhs.uk and we can discuss it in more depth.

I look forward to hearing from you.


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Response from Sara Coburn, Patient Engagement Manager, Governance, South Western Ambulance Service Foundation Trust

Thank you for speaking with me earlier Ms Nolan. I am pleased that the patient referred to in your story is feeling better.

As we discussed, since you raised this concern I have reported the event and it was managed through our internal investigation process. This issue was raised with the ECP directly and they have provided a response which has been reviewed by their Line Manager.

There are, as might be expected, differences in the statements provided regarding the events that took place. As I explained, I feel that there are times that someone can express themselves and this can be interpreted in a way that was not anticipated. I have taken this on board and I hope to use your experience to help inform some work we are doing around communication tools during this coming year.

I was really pleased to hear that the experience you shared here is not typical of your contact with our service. I have reviewed our integrated reporting system (this system holds details regarding incident reports and complaints) and it appears that this was an isolated incident, so further action is not anticipated at the moment. However, we will keep this on our radar and should you have cause to raise further concerns with this particular ECP, or the concerns you raised become a reoccurring component of future patient stories, then further action will be taken.

Thank you again for taking the time to provide feedback; we are very grateful. I will ensure that your story is shared with our staff and managers.


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