Ambulance service: Saving or killing lives?

The Consumer Assocation of Subang and Shah Alam (Cassa) says that it has received over 900 complaints over the last three years regarding the quality of ambulance service providers.

PETALING JAYA: Ambulance service in Malaysia is deplorable and the quality of emergency treatment appalling, said Consumer Association of Subang and Shah Alam (Cassa) president Jacob George.

The outspoken social worker claimed that ambulance providers, especially government ambulances, did not live up to the expectation of being “emergency experts”.

“Many of the ambulances which attend to emergencies are not equipped properly and the medical aides on duty show a lack of knowledge in treating patients,” he added.

George told FMT that just 48 hours ago, a 67-year-old man from his church near here collapsed after washing the church van and when he called for an ambulance, they delayed by asking too many questions.

“They came late but what was even more saddening was that they were ill-prepared and were confused as to what were the normal emergency procedures.

“They automatically declared him dead although there was still a pulse and only then decided to rush him to the nearest hospital but he died on the way,” he said.

George added that this was no ordinary matter as people’s lives were at stake and if the public cannot even rely on adequate ambulance services, then their tax money was going to waste.

’900 complaints in three years’

He also highlighted an alarming fact that during the past three years, Cassa received over 900 complaints concerning the quality of ambulances.

“This number is extremely worrying and we [Cassa] have raised many issues but the authorities have done nothing so far,” he said.

Asked about the nature of the complaints, the Cassa president said it ranged from the quality of treatment provided, the quality of medical aides who were at the scene and the time that it took for ambulances to arrive.

George added that the previous director-general of health, Dr Ismail Merican, was supportive of improving the state that ambulances were in.

“I updated him on the state of our ambulance services and he immediately acted by sending out circulars to all government and private ambulance providers, asking them to meet new stricter
guidelines to improve the quality of service,” he said.

Asked about the current situation and why the lackadaisical attitude by the service providers, George said: I don’t know why the Health Ministry is not allocating enough funds to maintain and improve the quality of service… the present health minister [Liow Tiong Lai] is the worst we’ve had and he has not shown any interest at all.”

The Cassa head believes that the healthcare budget was being misused and proper funds were not being channelled accordingly, hence the present mundane state of ambulances and the staff.

George said that a committee had to be created to monitor the services provided and a comprehensive study must be done to mark areas in which there could be improvement so that Malaysian ambulances provide first-class treatment.

“Let’s not play the blame game, that’s not what we want, all we’re asking for is that the government puts its foot down and improves the service provided,” he said.

He added that there was “no place for shoddiness” and that ambulance providers and their on-duty personnel had to exude the level of expertise expected of them.