Dear Scottish Ambulance Service,

I would appreciate if the Scottish Ambulance Services NHS Trust can advise as to how and in what manner they deal with any complaints lodged with them, or via their Complaints Manager.

1. If a complaint is lodged regarding behaviours, of one of their A&E crews, for instance, an A&E ambulance parks diagonally across 2 parking bays used for an Emergency hospsital and a very large cancer suite/unit used to drop off and pick up patients by both public and A&E ambulances.

2. Are your A&E ambulances permitted to bully/force a pick up car (for patient) to move completely out of the parking area and they in turn park across 2 bays, diagonally.

3. The A&E ambulance is supposedly transfering a patient from one hospital to another, which was arranged the previous day, and would therefore suggest that there was no emergency attached.

4. Would Scottish Ambulance Service use 2 Duty Performance Managers (Band 7) to transfer a patient, non-emergency, between hospitals, leave the night-shift for a Duty Performance Manager, in Emergency Ambulance Control unfilled for the night shift, due to the crew member shifting to a day shift to transfer a patient, but on DPM pay band?.

5. When a complaint is made to the Scottish Ambulance Service, what are the followed procedures. Is the crew interviewed by an Investigating Officer or Complaints Manager, if so, are notes or records taken of the interview or meeting with the crew involved?

6. What is the policy or consequences for staff or crew not wearing full uniform, for instances on occasion as above, no distinguishing epaulettes are worn to identify skills level of staff involved.

Yours faithfully,

R Patton

Dear FOI (SCOTTISH AMBULANCE SERVICE),

Please provide me with your Complaints Handling Procedures and also your Uniform Policies

Yours sincerely,

R Patton