When Lois had a bad fall, she was told she wasn't eligible for an ambulance

Lois Casboult needed to get to hospital.

She's 91 and had a bad fall that left her with a broken pelvis, terrible bruising on her face and bleeding on the brain.

Paramedics arrived quickly to the great-grandmother's home in regional Victoria.

She was assessed by a doctor online, who decided she wasn't eligible for an ambulance.

She was in pain so her daughter Janne decided to drive her mum to hospital and said doctors were horrified when she arrived.

Ambulance Victoria full statement

Our highly skilled paramedics attended quickly and sought the assistance of the Victorian Virtual Emergency Department (VVED) and liaised with the treating doctor on a care plan.

Our thoughts are with Lois and wish her a swift recovery.

Victorian Virtual Emergency Department (VVED) full statement

Following a thorough review by an emergency physician from the Victorian Virtual Emergency Department (VVED) in consultation with Ambulance Victoria, it was determined that the patient, Ms Casboult, should attend a hospital Emergency Department for further assessment.

Options for transportation were carefully discussed with the patient and their family, and a decision was made to proceed with private transport. Throughout the process, appropriate clinical care and advice were provided to ensure safety and continuity of care.

VVED has been in contact with the patient's family and have offered support during this time. A formal review of the case will be conducted.

We understand how distressing this situation can be and extend our deepest understanding and compassion to Lois and her family.

The VVED remains committed to delivering safe, timely, and patient-centred care in every circumstance.

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