Mrs C complained about the care her late husband, Mr C, received from Welsh Ambulance Services University NHS Trust (“the Trust”) on18 December 2022. The investigation considered whether Mr C was appropriately triaged and prioritised during the first and subsequent calls to 999. It also considered whether sufficient and accurate updates were provided to Mr C’s family while he awaited an ambulance, including whether the “welfare call” was sufficient.
The Ombudsman found that Mr C was appropriately triaged and prioritised during the first and subsequent 999 calls. Although regular updates were not provided, this was due to the high call volumes the Trust was experiencing that day. The Trust’s policies confirm that welfare calls are not compulsory and that it may not be feasible to make such calls at time of escalated demand upon its services. The Ombudsman did not uphold Mrs C’s complaints.