8 StJohn Here for Life 7 November 2019 Dearie Reference: 5851 Further tothe Acknowledgement Letter dated 17 October 201, can now confi that a thorough Investigation, into the concers you aed, has been completed. Thank you for ths opportunity to ‘evlew our service and examine processes so that we can rect Issues and continue to Improve. Al date and documentation relevant to your concers have been reviewed and! detail te findings summary “411788 on 8 October2018the Cline Communication Centre reeled a 111 cl from Telecare ‘ving of your alarm activation, and that hey had been unable to make clear eon. The Emergency Medial Dispatcher (EMO) alempted to make contac ver the maitr ard via the lantine, however ths was unsuccessful. An incident was created a the final reiy attaches to the call was ORANGE PURPLE Suspected cardiac orrespatory ares, eo ‘Appears immediately He teeatening Guanse ‘Appears enous bu ot Me restening GREEN Does not appear to Be serious GREY Nomurgent- maybe elgblefor Cia Telephone Assessment Investigation Finding ‘An investigation was launched upon reespt of your feeback, ad there has been a review ofl al tnd ispatchdecstons made during he incident. The eview cone the fllowing tebe +1748 121 cl seceived va Telecare Medial Alas: 1 Contactunsuecesulva monfor apd lndine 17.9 ncgent entered Guue for Dspatch~ ORANGE Pity 1:18 Wellae check due bt not completed (© Welfare checks are required when there isa delayed response a serve as an ‘opportonty to review 3 patients conditon and/or provide further lstuctons or information 18:8 blspatcher noted delays were dv to NZTA equations 18:8 Weir check due bit not completed 19:8 Welfare check due but pt competed 1913 Welfare check completed (© Retage was completed EMD advise of dlaein the rea12 eview found this cl didnot mest customer sence standards dv on ressurance being ven 19:1 Paramedic phones bak to complete Cincal Assessment dueto delays 18:4 ambulance dispatched to your leation 2007 ambulance arved at scene Review of Paramedic interaction four ‘comprehensive arestment was complete 1 Seticae adic was provide 1 Maintaining the ORANGE Priory was appropriate ‘Assessment outcome was appropiate and elowed cortet process Review of Dispatch Deion found + Delays were due to ambulances attending other paints nthe area 1 Process not followed due to wefare checks not bing complete. ‘he review concluded areas of development for our stat the EMD who made the welfare check at 1833 regarding the need to provide ressurance, and the Dspatcher sound the importance of ‘completing welfare checks which prove patients with updates. These opportunites fr fedback to ‘ur staf wl help ther to improve an achieve the igh standard of ae that we conn to dlve at an organisation Cn behaf of St Jo, sincerely apolope that we dd nat et help to you sooner or provide the high leva of sevice we expects and forthe ses tet was coved, Your concerns about the nature of response you can expect should you use your medial alain, has been assed onto your ohn medal alarm team representative in your eat flow up. This may provide you with reassurance about what wil happen shoul you eed to use your aim. you have This complain file wil row be cae however Hf you remain liaise with thi utcome and my fincngs, you may wih to ave your complaint reviewed bythe Health and DbiityConmisioner via freephone 080 55 050 or ema avocacy@hdcorgnz This serve fee ad independent. Nir Regards, ctve Teer Continuous improvement Manager Stlohn National Headquarters copy: fe