Man Died After Being Told Twice That No Ambulance Would Be Sent

A 55-year-old man died alone at his home after calling 999 twice and being told both times that an ambulance would not be sent immediately.

Brian Hurton, from East Kilbride, suffered an aortic dissection, a serious condition where a tear develops in the body’s main artery.

Brian Hurton Called 999 for Help

Brian made his first emergency call at 5:55 p.m. on November 18 last year.

During the call, he told emergency services that he was struggling to breathe and felt as if he was going to collapse.

Instead of sending an ambulance straight away, call handlers told him that a clinician would call him back.

He was also told to phone 999 again if his condition became worse.

Second Call Made Minutes Later

About 10 minutes after the first call, Brian contacted emergency services again.

This time, he told the call handler that he was “losing breath.”

However, he was again informed that someone would call him back.

According to a transcript seen by BBC Scotland News, Brian was told that the service was very busy in the area and that, based on the information provided, a clinician would call him before an ambulance response was sent.

Clinician’s Callback Went Unanswered

A clinician called Brian one hour and 12 minutes after his first 999 call.

That call was not answered.

Two further calls were also unanswered.

Despite this, an ambulance was not dispatched until 9:12 p.m.

It arrived at Brian’s home at 9:19 p.m., almost three-and-a-half hours after his first emergency call.

Paramedics Found Him Dead

When paramedics arrived, the front door of Brian’s home was slightly open.

They found him lying dead on the bathroom floor.

His family later learned that he had tried to get emergency help before he died.

Sister Says He Died Begging for Help

Brian’s sister, Allison Duncan, said she first learned of his death from Brian’s twin brother.

She and her husband immediately went to Brian’s house.

Police later told the family that Brian had called 999 before he died.

The family requested a report into the circumstances surrounding his death.

Family Shocked by Ambulance Delay

Allison said the family could not believe Brian made two emergency calls, did not answer later callbacks, and still waited hours before an ambulance was sent.

She described listening to the emergency call recordings as deeply distressing.

She said she could not understand why an ambulance was not dispatched sooner.

Allison also said call handlers should have asked whether someone nearby could go to Brian’s home.

According to her, Brian’s twin brother could have reached him within seconds.

Final Moments Described as Traumatic

Allison said thinking about Brian’s final moments has left her feeling very sad and traumatised.

She said he was alone, struggling to breathe and asking for help, while believing that support was coming.

She added that when Brian was told again during the second call that no ambulance was being sent immediately, he sounded shocked.

Even then, she said, he remained polite and ended the call by saying thank you.

Family Says Paramedics Could Have Provided Comfort

Allison acknowledged that Brian may not have survived even if paramedics had reached him earlier.

However, she said emergency crews could have given him oxygen and pain relief.

She also said he would not have died alone and afraid.

Review Into Brian’s Death

A review by Healthcare Improvement Scotland examined the events surrounding Brian’s death.

The report found that Brian’s first 999 call should have been given a higher priority response.

It said that if the call had been coded correctly, a faster ambulance response would likely have been sent.

However, the review said it could not determine whether an earlier response would have changed the outcome.

Review Finds Delays and Service Pressure

The review also found that the clinical callback took longer than the expected waiting time.

It noted that major delays at hospitals reduced the ambulance service’s ability to respond to emergency calls waiting for help.

The report also said extra guidance should be created for vulnerable patients who are alone and may deteriorate.

It added that demand on the 999 service was lower than expected at that time.

Scottish Ambulance Service Responds

The Scottish Ambulance Service said it carried out a full Significant Adverse Event Review because of the seriousness of the case.

A spokesperson said the service stayed in contact with Brian’s family throughout the process.

The spokesperson offered condolences and said the service hoped adopting the report’s recommendations would show its commitment to learning and improvement.

Health Secretary Says Call Handling Failed

Scottish Health Secretary Angela Constance said her sympathies were with Brian’s family.

She said the incident should not have happened and stated that there had clearly been a failure in call handling.

Constance welcomed the Scottish Ambulance Service’s acceptance of the report’s findings.

She said she would meet with the service to ask how it plans to improve call handling.

Wider Pressure on Emergency Care

Constance also said A&E departments continue to face significant pressure.

However, she stressed that it is unacceptable for patients to wait too long for necessary care.

She said the Scottish government plans to introduce a new national hospital flow plan.

The plan will involve the ambulance service and health boards, with the aim of reducing patient waits, preventing unnecessary hospital trips and easing pressure on A&E departments.

Brian Hurton’s death has raised serious concerns about emergency call handling, ambulance delays and support for vulnerable patients who are alone.

Although a review could not say whether a faster ambulance response would have saved him, it found that his first 999 call should have been treated as higher priority. His family now hopes lessons will be learned so others do not face the same experience.