Ms Z complained about the appropriateness of the categorisation given by Welsh Ambulance Services NHS Trust (“the Trust”) to an emergency call made by her father in August 2022. Ms Z also complained about the appropriateness of a welfare check made by the Trust, specifically whether further questions should have been asked which may have changed the priority of the call.
The investigation found that the categorisation given to the emergency call made by Ms Z’s father was appropriate. In respect of the welfare check it was determined that the correct questions were not asked. The failure to ask the correct questions has caused uncertainty to Ms Z, which is an injustice to her.
The Trust agreed to apologise to Ms Z that the correct questions were not asked and for the uncertainty this had caused her. It also agreed to remind all call handlers of the importance of following Trust’s Managing Delayed Responses SOP and asking the questions set out in it.