Complaints/Adverse Incidents/Serious Incidents.

Response to this request is long overdue. By law, under all circumstances, Scottish Ambulance Service should have responded by now (details). You can complain by requesting an internal review.

Dear Scottish Ambulance Service,

Please provide under the Freedom Of Information Act 2000 the following.

The number of complaints, adverse incidents and serious adverse incidents including those brought up internally i.e. through Datix that the trust has received since the beginning of January 2013 until the Date you process my request for the following areas.
Emergency Control Room, Emergency Medical Services including any Urgent Care/Intermediate Tier Service, Community First Responder/Uniformed First Responder.

For each area of operation listed above can you please also give the brief reason/detail/reason for each complaint or incident(redacting any patient identifiable or personal information such as names of staff etc in order for it to be released publicly).

What severity it was graded initially.

How it was received and whom by, i.e. patient, staff, police, fire, health board or other. The method used i.e. telephone, letter, datix etc.

A full copy of the final report for each incident and how the incident was investigated and what was found subsequently as a result of the investigation. I.e. No case to answer, incorrect address, incorrectly catagorised by the call handler, 999 call was not compliant with AMPDS/Pathways, vehicle not allocated when it was available and should have been sent. Please give as much details as possible again, redacting person/identifiable information where required.

Whether the trust upheld the complaint.

Any coroner/Ombudsman/police findings fed back to the trust as a result.

The severity grading it was given after investigation.

The actions taken as a result of each incident, i.e. AMPDS feedback, disiplinary procedure, lessons learnt or new protocol put in place.

What compensation or feedback was awarded as a result of each incident.

If the time frame exceeds the costs/time set down by the FOIA please adjust the time scale accordingly to meet the levels. I.e. the last 12 months.

Yours faithfully,

Joshua Jones

FOI (SCOTTISH AMBULANCE SERVICE), Scottish Ambulance Service

Dear Mr Jones,


Scottish Ambulance Service - Freedom of Information Request - FOI/1117/17


Thank you for your email of 21 December 2017.  Your request has now been
logged and we aim to respond within 20 working days.


Kind regards,



Lora Vernon, Corporate Affairs and Engagement Department, Scottish
Ambulance Service National Headquarters, Gyle Square, 1 South Gyle
Crescent, Edinburgh, EH12 9EB | [1]


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