Meda-Care Ambulance

Review: On 8/3 I called 911 with extremely severe abdominal and lower back pain, and complete loss of feeling (numbness) to the right side of my body. I also called a friend, who came over immediately with his girlfriend; both of whom witnessed the very unprofessional attitudes and service of the EMTs. I was writhing in pain on the floor and explained that I had no feeling on my right side. After checking my vitals I remember hearing the question, "What do you want us to do? Do you want to go to the hospital?" After acknowledging that, of course, I wanted to go to the hospital; they instructed me to walk to the ambulance. This was not possible. After hopping on one leg, collapsing, and telling them I couldn't, one EMT put his arm under my shoulder and guided me out the door. I could hear the other two EMTs making snide comments to the effect of "c'mon you can do it, we're taking you to the hospital." At the door to the ambulance they instructed me to climb in. I told them I couldn't but tried, by just using my arms. I was then boosted in. There was no sense of urgency on the way to the hospital, no sirens. The entire time they kept yelling at me to stay still and stay in my restraints. Arriving at the hospital, I had writhed from all three restraints. I then underwent life saving heart surgery for an aortic dissection with anyourism. According to my surgeon 40% don't make it to the hospital, 90% don't survive. I would never expect the EMTs to know the diagnosis, but I would expect they treat people with some degree of dignity. The way I was treated was disgusting. I will never call 911 for a medical emergency again, in fear of seeing Meda Care show up. I'm assuming I am not the only one to be treated this way, and it is not okay.Desired Settlement: I want Meda Care EMTs to treat their patients with dignity, and to use a gurney if a patient cannot walk. These are basic principles.

Business

Response:

This is in response to the complaint filed. I interviewed both EMTs who were on the call, and both seemed surprised there was a complaint filed. They both felt that they had acted professionally and expediently. In regards to walking the patient out of his home, they felt that due to the patient's extreme agitation due to his pain, it would be safer than trying to have him strapped into a stair chair or a stretcher, as there were several somewhat unstable steps in front of the residence he was at when he called 911. As the complainant stated, even while on the cot in the back of the ambulance, he was squirming quite a bit and felt he was yelled at to stay still. The EMT in the back of the ambulance with him stated he did ask the patient to try to stay more still as the patient was coming out of the straps of the stretcher, making it an unsafe situation.

As for driving red lights and siren to the hospital, this is actually rarely done, as it increases stress, decreases safety, and usually only involves a minimal decrease in time to deliver the patient to a hospital in the city.

I told the EMTs, that in essence, the complaint comes down to the patient didn't feel that he was cared about and that his situation was urgent. If they would have recognized that the patient was having an aneurysm, which even the patient realized they probably would not have been able to, they would have either called in the Milwaukee Fire Department's ALS unit, or run red lights and siren to the nearest hospital, as this truly is a life threatening situation. Due to his young age and other circumstances, they admitted that an anuerysm didn't enter their train of thought.

With all this said, I believe this to be a learning experience for both EMTs, as they realize that body language and tone of voice can be taken wrong. Both were very apologetic, and one asked if he could contact the patient to apologize. A copy of this complaint will remain in their personnel file for future reference if needed.

Not having received a complaint through the Revdex.com in quite some time, is it appropriate, give the fact the patient's name and phone number were included, that we contact him? I would like to, as the last thing we would want is for him to feel as though he should never call 911 again. Certainly, while this was not ideal, calling 911 got him an ambulance transport to a hospital, and quite possibly, saved his life, as persons coming in on stretchers are often given priority over those that come by other means.

Thank you for your time.