Ambulance for Kensington resident sent to Cape Town

Kensington residents who called for an ambulance waited hours for assistance because paramedics were looking for the address provided in Cape Town.

An outraged resident, who did not want his name published, said a neighbour fell ill and needed an ambulance on October 15. He called the city’s emergency management services’ call centre and, after waiting a while for an ambulance, other residents called as well.

“The operator kept saying paramedics were on their way. Some of the calls were also dropped. The operator called us about an hour later and asked for the address again. This was after we told them it was close to the corner of Latona Street and Roberts Avenue. We explained the address to them. We waited and still no paramedics arrived,” said the resident.

The resident apparently received a call again from an operator stating the address did not exist. They were looking for the address in Kensington, Cape Town.

Another resident told the EXPRESS that she cannot understand how the operator misunderstood. “When I called them I did specify that the woman in need of assistance is a patient at the Charlotte Maxeke Hospital in Johannesburg as well. What would have happened if someone was in a life and death situation?” she asked.

After clearing up the misunderstanding, paramedics arrived at the correct address. This was about two-and-a-half hours later, according to the resident.

Ms Nana Radebe, a media liaison officer, said the Emergency Management Services (EMS) has taken the matter seriously.

“An investigation has been launched. EMS requested investigations to be undertaken at the emergency call taking centre as EMS’s responsibility is that of dispatching resources. Incoming calls are received at the emergency call taking centre then transferred to the EMS dispatch operators for action. As EMS management, we find this behaviour unreasonable and uncalled for. We therefore would like to assure the city’s community that proper disciplinary procedures will be followed as a matter of urgency,” she said.

Ms Radebe said it is unfortunate that people calling the Emergency 112 from a cellular phone are often routed incorrectly by the call centre.

“In this case, it so happens that there is a suburb called Kensington in Cape Town and there is a Roberts Street in Woodstock, Cape Town. Misdirection could have occurred. The given street name for this incident was received as Latonar. We do not dispatch ambulances for Cape Town, Durban or any municipality or province outside of greater Johannesburg municipality borders.

“It is therefore critical that people give a clear indication of their location when calling the national call centre. We urge the city’s residents to contact us on 011 375-5911 and 112/10177. The call will then be routed to the correct location,” she said.

When asked about the response time in the above incident, Ms Radebe said, “This is not standard practice as the department has to use what is available efficiently and effectively to achieve the objectives of the municipality. The organisation cannot gamble with people’s lives. Response times are critical and therefore non-adherence clearly insinuates that the City of Johannesburg’s EMS indeed violates one of our foremost regulations, which deals with keeping our commitment and promise within our mandate, which is to save lives and property.”

Speaking about training received by the dispatchers, Ms Radebe said, “Prior to being posted on a dispatch area, dispatchers on training will be partnered with experienced dispatchers to be coached on dispatching procedures and public customer relations. They also undergo a three month customer relations course,” she said.