DO NO USE - Patient “lost” for 6 hours

If I could give 0/5 I would. They collected my elderly mother in an ambulance and literally lost her! We had no idea where she was for 6 hours. They couldn’t tell us which hospital she had been taken to, unless we had a reference number. I provided: ID number, full name, collection time and address - to be told they only work off reference numbers. We got told to phone the next morning when the ambulance driver would be back on duty and could advise which hospital she was taken to. Only once they were threatened with legal action by an attorney did they help? Why are people so lazy / inefficient at doing their job unless they are threatened? DO NOT USE THEM.