Gauteng Emergency Medical Services

No assistance with ambulance, medical emergency not handled

I am writing this complaint following a multiple calls to the dispatch today from 10:07. The service I received from the dispatch lady was unprofessional, dismissive and failed to help me in a vulnerable time when my sister was having a psychotic break and was breaking things in my property. Context: I made the first call at around 10:00 when I had closed myself in one of my bedrooms in my home, the call was recorded and you could hear my sister shouting in the background attempting to gain access into the room where I was keeping my youngest son safe, she had a knife and was breaking down the door trying to cause me and my son harm. After the initial call the dispatch lady informed me that I need to call SAPS and get them on site given the severity of what I had explained they might need assistance to restrain her but I did explain that she has a history of depression and she isn't on any medication the only thing she is being treated for is relating to her nose. After calling the police Ref 735 409 and I called back and informed her that I followed the instruction what comes next; this is where the confusion began as SAPS states that the ambulance needs to be dispatched and the dispatch is saying on record that she will not send an ambulance to my property until the police van is confirmed to be outside my house and said I need to call the police back until I get help. During this time while I was attempting to reach the police is when I missed the only call back from *** at 10:33 a.m and when I returned the call whoever answered the call was dismissive and said I need to be available or an ambulance will not be sent to my home that was the note that was updated on the record for my complaint where I even provided them with an alternative number so that if I miss the call they could be able to reach my husband instead. The time was 11:57 I called back the police because my sister had started breaking things again and even though there were people nearby (neighbours, husband, police constable who confirmed that they were in the area, they did arrive and left) trying to assist with managing the spiral the need here is where is the ambulance and when can she be assisted as now it's been two hours; at this point I was in a 25 minute conference call between SAPS and dispatch trying to resolve a matter of who needs to get here first before I CAN GET MY SISTER HELP. During that call that's when the lady finally agreed to send the ambulance however when we hung up, she called back again still to still ask me if the police are there and that's when she dialled in the actual EMT to instruct them to come to my address, I had hope at 12:00 that finally I will get help and my sister be removed from my property to a mental institution as my fear was attempting to move her via a car would be endangering our lives further looking at the violent displays that have been happening all morning. The last call when this lady cancelled my call she called me a **** because the police are not here and without ever sending the ambulance she cancelled the call meaning two hours later no ambulance no police and the only people who attempted to try and explain these processes were the police; she was unmoving I was and still am vulnerable and for the fact that if this ambulance had gotten to my home and tried to assist my sister I would have been content with the help however from notes that probably don't exists on my call with reference 100773 I need the processes to be looked into and this lady be formally addressed because she failed to do her job. We ultimately had to get other means to get my sister from here to a hospital even with the risk that this all poses given that if she has another outburst it could endanger lives! I spoke to constable Mahlangu who will be more than happy to provide information regarding this investigation; I was also informed by the SAPS that according to them if police escort is needed for a psych complaint the EMT can ask to be accompanied but I was made to make all these calls all in tears and in danger and fully co operative. Suggestion: -If multiple calls are made for the same call when does the supervisor get involved. -Two how do you confirm that the ambulance arrived on site as this lady was dishonest about dispatching the ambulance and if it's hearsay I do not know how processes work in your industry but I do know there should be a way to confirm that they did arrive not an agent sitting who knows where using power they have over people like myself without doing what is needed, I just asked for help and still right now as I draft this e-mail there hasn't been any communication or intent to get help. I will be taking my complaint further and request that the response be in writing and if 3 working days pass I will be escalating formally in writing until I get a written apology from this lady as well as confirmation that the matter was investigated and that no one will ever have to experience what I did today due to people who just won't even try to do their work, from my telephonic conversation with Mr Pule the supervisor I was informed that she might be under training. But I still insist that corrective steps need to be taken if these are the type of people serving us and being someone who engages with people in my professional capacity I would not tolerate such a failure to serve. I am aware none of the internal information on how this was resolved may not be shared with me but I require confirmation that my complaint was heard, the lady apologise and the department does better.