AMBULANCE chiefs have defended a new response policy following complaints from members of the public.
A former First Responder has criticised the new call handling system after his young son was refused paramedic treatment.
Three-year-old Leo Slade suffered a head injury when a gate slammed in his face and knocked him to the ground.
Dad Stuart Slade, of Leamington Road, Weymouth, claims South Western Ambulance Service (SWAST) refused to send an ambulance because his injuries were not deemed life-threatening.
Operators advised the family to take him to a GP, but they were told by doctors to take him to hospital.
SWAST has been using a new system called NHS Pathways since March, which aims to improve the way emergency calls are dealt with.
The service said that Mr Slade’s son did not require an ambulance and that the new system ensured that those in most need receive an ambulance as fast as possible and rescources aren’t deployed to non-life threatening incidents.
Mr Slade, 28, who was a First Responder for a year, believes the incident should have been a high priority and has made an official complaint to the ambulance service.
He said: “I have been sent to very similar incidents of kids with blows to the head and it has been high priority.
“But they said this didn’t warrant an ambulance – that’s some change in policy.
“How they can decide what’s going on over the phone when it’s a blunt force trauma to a three-year-old’s skull? It horrifies me.”
Leo was with his mum Katrina, 28, brother Reece, five, and four-month-old sister Cerys-Lexie when the accident happened.
The family were going from the car into their house when the wind blew the wooden garden gate into Leo’s face and he hit his head on the concrete floor.
Full-time mum Mrs Slade called for an ambulance and was asked a series of questions to determine his condition.
Engineer Mr Slade said: “It was deemed non-life threatening. She was hysterical, so I phoned the ambulance myself because I used to be a First Responder and they reiterated what they told my wife.
“They told her she should take him to the GP.
“I phoned the GP and they said to take him to hospital.”
Mr and Mrs Slade received a call from the ambulance control room while they were on their way to Dorset County Hospital.
“They said if he gets worse, don’t carry on to hospital, call them back,” said Mr Slade.
“They were obviously worried enough to check on him.”
Leo had the one-inch cut glued and suffered grazes to his face and was discharged from hospital within two hours.
Mr Slade said: “He is fine now but at the time you don’t know what the outcome will be.
“A youngster bleeding from the head could potentially be serious.”
‘appropriate not to send ambulance'
THE South Western Ambulance Service NHS Foundation Trust said its investigation into the incident is now complete.
A spokesman said: “Although it would not be appropriate to disclose these findings in detail prior to contacting the complainant, the trust can confirm that it was appropriate not to send an ambulance.
“It does however take all complaints extremely seriously and aims to constantly learn from experience.
“The Trust is pleased to learn that Leo has made a swift and full recovery.
“As a former responder, Mr Slade will appreciate that the service only sends out an ambulance to patients who require one.
“The member of staff who spoke to Mrs Slade was advised that should her son’s condition worsen, to get back in touch with the service.”
Around 1,200 calls are received every 24 hours.
The spokesman added: “The call management software differs from the previous process in that further and more detailed questions are included and more options for care are incorporated into the new system.
“All callers are asked a series of questions to best determine what is the most effective response for the patient depending on their condition.
“The trust then works in partnership with other healthcare providers to ensure that patients are assisted with alternative care if it is determined that they do not require an ambulance.”
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