Ambulance Services : Welsh Ambulance Services NHS Trust

Mr C complained to the Ombudsman (with the assistance of his Community Health Council (CHC) advocate) about the Welsh Ambulance Services NHS Trust’s response to his concerns following an accident on 17 June 2022. He had concerns around the Trust’s complaint response, its failure to arrange a face-to-face meeting, its categorisation of the emergency call and the advice of the call handler during the call.

The Ombudsman found that the Trust’s complaint response was sufficient and that the categorisation of the emergency call was based on his son’s responses to the call handler’s scripted questions. The Ombudsman also found that the complaint about the advice of the call handler had not previously been raised with the Trust and therefore this was deemed to be premature. However, the Ombudsman was concerned that arrangements for a face-to-face meeting had commenced in August 2022 but had still not taken place. It was acknowledged that the Trust has experienced delays in obtaining comments from Hywel Dda University Health Board.

The Ombudsman sought and gained the Trust’s agreement to provide Mr C with an apology and to schedule a confirmed date, time and location for a face-to-face meeting, within 20 working days.