North East Ambulance Service

Mary Glindon Excerpts

Wednesday 4th May 2016 Westminster Hall

[Mrs Hodgson]

I thank my hon. Friend for that very sad example, which I fear and predict will be one of many—perhaps not all with such a tragic ending—that we will hear this afternoon.

The correspondence I have received about ambulance waiting times in my constituency makes it clear this has been a persistent problem since 2012. I was first told about the problem with waiting times by the league chairman of the Wearside football league after he raised concerns with the North East Ambulance Service directly about numerous incidents. In his correspondence, he said that waiting times for football players who had broken their leg had continually gone over 70 minutes. In one case, after a player broke his leg, the league chairman called 999 at 11.40 am, but he was called back and informed that no ambulance was available and that he should take the player by car. He rang 999 back and complained that that went against what trained first aiders were told about not moving people with broken bones. An ambulance then arrived at 1 pm—80 minutes after the initial call—and the young man was taken to hospital.

Ever since that case, I have received a range of correspondence from other constituents highlighting failures and shortcomings in ambulances going out to emergencies. An issue particular to my local area—I do not think it is replicated in other parts of the region, although we may hear differently when other colleagues speak—is that ambulances struggle to get to certain parts of my constituency due to confusion in finding the address. That has been repeatedly brought to my attention by my constituent, Mr Walker, who for the past two years has highlighted the difficulty that ambulance crews have getting to the Usworth Hall estate in Washington. When a shocking murder took place in the area in 2014, the ambulance did not arrive for more than an hour and the man died.

An example of that failure happened when a woman was in labour and her sister-in-law had to deliver the baby because the ambulance went to the wrong street. The children of the woman in labour had to search the streets for the ambulance. When they found it, they guided it by foot, as they were not allowed on board, for more than a mile to where it should have been.

I could give many other examples. It has been a persistent issue for the residents of Usworth Hall, who, through Mr Walker, have highlighted their concerns and their exasperation at those problems. On each occasion, I forwarded their concerns to the North East Ambulance Service, which looked into each issue. To its credit, it has tried to address them. That was highlighted in a letter to me in July 2014, in which it explained that it had set up an electronic flag system for all residents in Usworth Hall and had a duty manager from its control room go out and survey the area for problems. However, Mr Walker contacted me again at the beginning of April and informed me that an ambulance was parked outside his house one evening. When he went out to speak to the staff, he found that they were lost and supposed to be in another street.

Paramedics understandably do not have the local knowledge that residents have, but sat-nav equipment is provided to help ambulances get to the right destination at the right time.

[Mary Glindon (North Tyneside) (Lab)]

Does my hon. Friend think that those delays could be because of the shortage of paramedics and the fact that, as the service has admitted, it uses volunteers and private contractors to provide ambulances? That exacerbates the problem of people not knowing how to get to where they need to be.

[Mrs Hodgson]

My hon. Friend makes a very good point. I will come on to the shortage, which is running at about 15%, and the stress on paramedics, to which she alluded.

If the sat-nav equipment continues to fail, and if my interventions on behalf of my constituents and the ambulance trust’s action do not rectify the situation, there needs to be a serious investigation into what is going wrong. We cannot have our ambulances driving round lost on estates looking for the right street.

My most recent piece of casework is from February and is deeply concerning. It concerns my constituent, Mrs Ellen Sherriff. I feel that using the words emailed to me by my constituent’s husband, Mr David Sherriff, can help to highlight the situation and the distress that can come from having to wait hours and hours for an ambulance to arrive. I hope that you will allow me a moment to read out Mr Sherriff’s words, Mr Bailey. He said:

“Ellen became unwell at 10.35am yesterday morning with severe head pain on the right-hand side. She felt like she was going to pass out. I checked her blood pressure which was very high, so phoned 111 at 11am and spoke to a call handler who told me he was sending an emergency ambulance and not to be worried if it arrived with blue lights.

Two and a half hours later no one had come. Ellen remained unwell and could not stand any light.

I phoned 999 and was told the ambulance that was coming had been diverted to Cramlington but that we would be next unless a more urgent call came in.

At 2.40pm, a patient transportation ambulance arrived with two ambulance men. I asked why it had taken so long. They said given the circumstances Ellen should have been seen earlier. They had no equipment, not even a blood pressure machine. They said they couldn’t risk moving Ellen in case they caused the bleed in her brain to become life threatening and they would send for a paramedic. They would also remain here till he arrived. They also complained to the control room regarding the wait.

They sat outside until 5.30pm, 6 and a half hours after I first phoned. When the paramedic first arrived he examined Ellen and said she should have been in hospital 5 hours earlier.”

It was not until 6 pm, more than eight hours after the initial phone call, that my constituent, Mrs Sherriff, was admitted to hospital, where it was discovered that she did indeed have a bleed in the brain and that she should have been there much sooner.

Until Friday, Mr Sherriff was still awaiting a response to his complaint, which was sent in February. Perhaps the prospect of this debate ensured that he eventually got it. The trust has admitted errors in the handling and categorising of Mrs Sherriff’s condition, meaning that it was continually not treated with the urgency required. The trust has apologised and said that a “reflection and learning session” has been given to the original call handler, but this case could easily have had a tragic ending.

--- Later in debate ---

[Ian Lavery (Wansbeck) (Lab)]

It is a pleasure to serve under your chairmanship, Mr Bailey. Great credit must be given to my hon. Friend the Member for Washington and Sunderland West (Mrs Hodgson) for securing this timely debate.

The North East Ambulance Service is not creaking at the seams; it is totally and utterly broken. It is in meltdown, and that causes great concern. As has already been said, there is a total lack of any confidence at all in the North East Ambulance Service among the residents. It is failing people of all ages in their time of most need. As my hon. Friends have said, we must place on the record our thanks for the commitment and passion of the workforce in the North East Ambulance Service.

Unfortunately, there is a staff shortfall of between 10% and perhaps 15%, which has been mentioned. That puts huge stress on the remaining individuals, who must make up for the shortfall. My hon. Friend the Member for Washington and Sunderland West suggested that 64% of people have complained about stress. There is a high rate of people employed in the service who cannot go to work any more because of stress; and is it not really alarming that one in four people has considered taking their own life: paramedics—people working in the ambulance service, who we are terribly proud of? We urgently need to look at the situation.

There is a complete lack of staff. The service is undermanned and underfunded, and we have not got the resources we need for the situation we have in the north-east. We have to ask why there is a shortage in the first place. I believe that the wages in the North East Ambulance Service are the lowest in the country. That is one factor. We do not have the resources to pay even on a par with the counties next to us. The wages, terms and conditions are much lower than those of other ambulance services.

Like all the other hon. Members who have spoken I want to mention a few instances. My hon. Friend the Member for Washington and Sunderland West mentioned a young fellow playing football, who broke his leg on the pitch. Now, you would expect an ambulance to come and pick you up, wouldn’t you? Is that too much to ask if someone is lying in agony with a broken bone from playing football on a cold Saturday afternoon? Of course they would want an ambulance. We cannot just push people to the side and wait, and explain to them, “There’ll be somebody coming shortly.”

That is not even the most important example. Everyone who has spoken has given examples of what has been happening—mainly to elderly people. There are lots of elderly people in my constituency—Mrs Robson, for one. She is 78 years old. She slipped on a pavement in the middle of winter. She had to wait one hour and 40 minutes for an ambulance; but the message that comes is: “I’m sorry; you’re going to have to wait, because it is not at crisis point. You are not an emergency.” Of course she is an emergency. If a 78-year-old lady is lying on the floor crumpled in absolute agony, that is an emergency; but on paper—“Sorry, you’re not an emergency.”

I will tell hon. Members what happens. Someone rings up, and they have got a crib sheet in the central office. My hon. Friend the Member for North Durham (Mr Jones) mentioned that if someone is unconscious or has got pains in the chest, the service will come to them. The first question is “Are they conscious? Are they breathing?” “Yes.” “Right. Are they bleeding?” “No.” Then, if they are conscious and not bleeding, they are put right down the pecking order. Quite frankly, it is simply not acceptable.

[Mary Glindon]

Does my hon. Friend agree that the morale of the call centre staff has been lowered? They can no longer care when they talk to people, but are like call centre handlers, with things being very automated; and they do the minimum to reassure patients because everything is down to time and hitting targets. They are no longer people dealing with callers who are in distress. They are not able or allowed to show any emotion or any support, because they simply have to deal with the call as quickly as they can, to get on to the next one.

[Ian Lavery]

What I am saying is not meant to be any criticism of the people in the call centre, either—because if they veer from the crib sheet they have got, they are in trouble; but it shows how bad the whole situation is.

I want to mention Mr Taylor. I must say that he is a relative of my wife, who waited 11 and a half hours for an ambulance to arrive. He was really poorly. Plenty of people came from the NHS and said, “He needs an ambulance”—and then someone says “He doesn’t” and someone says “He does,” and someone else says “He doesn’t”. When he actually got the ambulance, at 1.45 in the morning, he was in a coma. That was seven months ago, and he is still lying in a coma as we speak. If that ambulance had turned up before, he might not be.

I will not dwell on that point other than to say that that brings me on to the complaints procedure, because MPs have complained, as well, about what happens to our constituents. We get a chronological list of what happened, and why the ambulances could not come, because they were diverted to other more serious incidents. That is not good enough. It is not good enough for me to say to one of my constituents, “Your mam couldn’t get an ambulance because somebody else was more important”—when she was lying suffering. Or if someone has a terminal disease and is desperate, or someone has a chest disease—it is not good enough; and the complaints procedure is not good enough. They are not treating people like human beings.

I have got lots to say and not a lot of time to say it, but I am going to reiterate the fact that these delays are utterly unacceptable and we cannot continue on this basis with the North East Ambulance Service operating as badly as it is. Someone mentioned that the service will be fully operational in 12 months. I have heard that before. It is not good enough for the people who will trip, fall and stumble. It is not good enough for elderly people, or young people playing football.