Patricia Mercieca
19 Jul 2016 · Coroner Dr Fiona Wilcox · London Inner (West)
The coroner's concerns
1. call handlers not refresher trained in contacting resident managers for Westminster residents following a medical call
“That the call handlers need to be refresher trained in relation to contacting resident managers for Westminster residents following a medical emergency call.”
2. failure to contact manager when person contacts emergency call handler
“That wherever there is a person contacting them in an emergency where there is a manager, that manager should be contacted whatever authority covers the person contacting the call handler.”
3. call handlers not following directions to obtain or reassess information
“That if a call handler is directed by emergency services such as the LAS, or other relevant professionals such as a doctor to obtain further information or reassess then they should do so and pass any information so gained back to the agency or professional that requested it.”
4. lack of training on no response leading to delayed concerns escalation
“That call handlers be trained such that if they get no response when contacting a person who has contacted them and that person is a user of the emergency call system, then immediate concerns should be raised with the appropriate agencies for example the LAS and resident scheme manger.”