Very bad

FORMAL COMPLAINT REGARDING ER24 STAFF CONDUCT AND TREATMENT OF MY MOTHER Dear ER24 Management,

I am writing to formally lodge a serious complaint regarding the conduct and treatment of my mother by ER24 personnel.

During the incident, the ER24 staff were extremely rude, disrespectful and unprofessional towards my family. We were told that my mother was “faking everything”, which was completely unacceptable and deeply upsetting, especially when she was clearly in distress and needed medical assistance.

Instead of treating my mother with compassion, dignity and professionalism, the way she was handled was extremely concerning. Her body was left with visible blue/bruised-looking marks after she was grabbed/handled with what appeared to be excessive force. We are extremely concerned about how she was treated and whether unnecessary force was used.

Regardless of what the paramedics believed about her condition, she should have been treated with respect and her concerns should have been taken seriously. Medical professionals have a responsibility to treat patients with dignity and to communicate respectfully with both the patient and their family.

We are therefore requesting that ER24:

1. Conduct a full investigation into the incident and the conduct of the staff involved. 2. Identify all ER24 personnel who attended to my mother. 3. Review any available ambulance/body-camera footage, dispatch records, patient records and incident reports relating to the call. 4. Explain why my mother was allegedly told that she was “faking everything.” 5. Explain why she was handled in a manner that resulted in visible blue/bruised-looking marks. 6. Provide us with the outcome of the investigation and what disciplinary or corrective action will be taken, if appropriate. 7. Preserve all records, photographs, footage and other evidence relating to this incident.

We have photographs of my mother's injuries/marks and are prepared to provide them as part of the complaint.

This matter is extremely serious to our family. We expect ER24 to take this complaint seriously and to ensure that patients are treated with dignity, compassion and appropriate care at all times.

Please acknowledge receipt of this complaint and provide us with a formal written response.

Kind regards,

Mercia Kruger Contact number: *** Email: ***