AN emergency call handler "lied" to the family of a 79-year-old mother-of-four who had fallen and fractured her hip, telling them an ambulance was on the way when it wasn't, an inquest heard.
Concerned son Shaun Goodman immediately phoned for an ambulance when he saw his mother Doreen Goodman, of St Ann's, fall and hit her head at 1.50pm on July 25 last year.
The Goodman family were kept waiting for an ambulance for around two hours before a vehicle eventually arrived at the Serlby Rise home.
During their wait they phoned East Midlands Ambulance Service's control room three times in desperation to find out if help was coming.
The inquest into the death of Mrs Goodman heard that she would have been in "extreme pain" and it was later discovered that she had fractured the ball joint of her hip.
Notts coroner Mairin Casey berated the attitude of one of the call handlers, branding it "lofty, arrogant and unacceptable". She also said that to give the family the impression an ambulance was on its way was "a lie".
Ninety minutes after making the first phone call, her son phoned for a third time to find out if help was arriving, and was told by the call handler to "calm down". He was then left listening to an automated message.
In that third call Mr Goodman said: "She is in agony – this is the third time. It's been an hour and a half.
"I understand that you have priorities. "What would you do if it was your mum?"
The inquest heard that Mrs Goodman's call was categorised as a "green two" priority – which means an ambulance should have been at her home within 30 minutes.
Recordings of Mr Goodman's calls for help were played during the inquest.
EMAS medical director Dr James Grey said: "I winced when I listened to that. It is simply not acceptable in my view."
The call handler involved was not disciplined for his attitude, but was given additional training.
Mrs Goodman didn't arrive at the Queen's Medical Centre until 5pm, where she was operated on within 36 hours to replace her hip.
Despite making an initial recovery she contracted an infection and died of multiple organ failure on August 31 last year.
The hearing heard that the delay in the ambulance response would ultimately not have contributed to her death, but would have added to her discomfort.
Speaking after the inquest, son Shaun said: "She was a lovely person and would have done anything for anyone.
"She used to say treat others as you would your own.
"We were let down."
Miss Casey recorded a verdict of accidental death.
