‘I’m in agony and about to pass out’: Desperate plea of man, 41, who died from gallstones

A vulnerable man died in agony from gallstones after his desperate pleas for an ambulance to hospital were refused by a 999 call handler who told him to take a warm bath instead.

Mark Hemmings died just 30 minutes after he eventually arrived at hospital – two days after he first telephoned the emergency services for help.

The 41-year-old had been struck down with painful gallstones, which could have been cured with a routine operation.

Mr Hemmings had called for an ambulance on March 29 this year and later tried spoke to an out-of-hours GP.

He was finally rushed to University Hospital of North Staffordshire on April 1 – but suffered a fatal heart attack triggered by gallstones blocking his pancreatic duct.

To add to his devastated family’s distress his 60-year-old mother Sylvia passed away at the hospital on the same day.

Mr Hemmings, from Stoke-on-Trent, Staffordshire, begged a 999 operator three times for an ambulance during the first seven-and-a-half minute call but was refused each time.

At one stage the dispatcher even told him to call back if he fell unconscious before dismissing his moans as stomach ache.

He was then advised to take a warm bath to ease the pain and the case was passed on to an out-of-hours GP.

Mark waited 90-minutes before the doctor called him back, and told the medic he was in agony and about to pass out in a three-and-a-half minute conversation.

Desperate: After two days of asking for help, Mr Hemmings was taken to The University Hospital of North Staffordshire, but within 30 minutes he was dead

But the doctor refused to come and see him, ordering Mark – who lived alone and could not drive – to get to a surgery.

When he failed to turn up for the appointment his records were marked ‘did not attend’ and no further checks were made on his condition.

The 41-year-old was not seen until a care worker found him writhing in agony on the floor of his home on April 1 and called 999.

Mark Hemmings’ second call to emergency services begging for help

Close friend Dean Rowley, 40, who had been visiting Mark’s mother in hospital on the day when mark arrived in A&E said: ‘I was really close to Mark when we were boys and even though we drifted apart, I stood over his body and vowed for old times’ sake to find answers to what had gone wrong as there is no-one else around to do it.

‘What should have been a simple operation was never allowed to happen because he could not get an ambulance.

‘His great distress and pain is clear from the calls.

‘He even mentions gallstones on both calls but even that didn’t bring an ambulance.

‘Because he doesn’t give the right answers there are catastrophic failings in the emergency system.

‘He was trying to do the decent thing and answer the questions honestly – but that did not pay.

‘Astonishingly no-one even asks if he is on his own or vulnerable.

‘I had a real battle getting the transcripts and won’t give up now to make sure no-one suffers in the same way.’
Dean Rowley, friend of Mark Hemmings who died in agony

A post-mortem discovered that Mark died after his pancreatic duct was blocked by gallstones.

West Midlands Ambulance Service has defended their handling of the case, saying they followed ‘national guidelines.’

A spokesman said: ‘The call was assessed using national guidelines based on the information provided by the caller.

‘As a result the patient’s condition was judged not to be immediately life-threatening.

‘To try to assist the patient, the call-handler made the necessary arrangements for an out-of-hours GP to contact the patient.

‘We had no further contact until two days later when a further 999 call was received.

‘On this occasion an ambulance and a rapid response vehicle were dispatched, arriving within six minutes.

‘Unfortunately, despite best efforts, the man died shortly after arrival at hospital.

‘The trust has carried out a full investigation which determined that the calls were handled correctly.

‘As part of the process, we have organised a multi-agency meeting with senior clinicians and the family to further discuss the circumstances and establish if any lessons can be learnt.’
Mark Hemmings’ third call to emergency services begging for help

TRANSCRIPT: DESPERATE CALLS FOR HELP PATIENT MADE BEFORE HE DIED

CALL 1

Call from Mark to West Midlands Ambulance Service at 11.09pm on Friday, March 29.

Mark Hemmings (M): ‘My stomach is in agony, duck. I’ve got lumps in my stomach.’

Call handler (C-H): ‘Have you got any other symptoms?’

M: ‘I’m in agony, sweating a lot, feeling weak. Going on mostly all day.’

C-H: ‘Have you had any diarrhoea or vomiting?’

M: ‘My stomach’s in agony. Yes I’ve been sick a few times. It is a sharp pain.’

C-H: ‘Have you ever been diagnosed with an aortic aneurysm or Marfan’s syndome?’

M: ‘No. I’ve got gallstones in my stomach, duck. Pain in my stomach.’

C-H: ‘Have you got any crushing or aching pain in your upper abdomen?’

M: ‘Sort of. Think so.’

C-H: ‘Any pain to your arms, neck, jaw or shoulder?’

M: ‘No, duck. Can I have an ambulance, duck?’

C-M: ‘Have you passed a bowel motion that looks black or tarry or red or maroon?’

M: ‘No. I’m just in agony, duck.’

C-H: ‘Any new pain on your eye? Have you got any lumps or swellings in your testicles or scrotum?’

M: ‘No. Tummy pains. Am light headed.’

(Heavy breathing from Mark as she asks for details about his GP surgery).
C-H: ‘From what you’ve told me you don’t require an emergency ambulance but we will get somebody to call you back.’

M: ‘Can’t I have an ambulance – I’m in agony.’

C-H: ‘OK I appreciate that but from the answers you’ve given me you don’t need an ambulance but you need to speak to the local GP in the next two hours.’

M: ‘Do I need to go to the hospital?’

C-H: ‘No, you need to stay on the phone for a moment. You could try a warm bath but if you collapse, become unconscious, unresponsive, faint, cold or clammy it’s 999. Keep this line free and if you haven’t heard back from them in 90 minutes you need to call us back again.’

CALL 2

Call from a GP at North Staffordshire Urgent Care to Mark at 12.40am on March 30.

M: ‘Have got pains in my stomach. I’ve been sick a lot. Pain is all over my abdomen – I’ve got gallstones see.’

GP: ‘OK. You are known to have gallstones?’

M: ‘I’m in agony. I’ve been sweating.’

GP: ‘Do you have any major medical problems other than having gallstones?’

(Discussion about what medication he takes).

M: ‘I’m in agony. Can I have an ambulance? I’m going to pass out.’

GP: ‘If you need an ambulance you need to directly call 999 you see. Tell them you’ve spoken to us and you have gallstones and developing severe pains. They will come along and see you OK?’

M: ‘Can you get somebody come see me?’

GP: ‘If you need an ambulance call 999 but if you need us to help you you need to come up to Basford.’

M: ‘I’ve already rang 999 and she won’t send an ambulance.’

GP: ‘As I’ve told you we will see you here. That’s no problem. But you need to come up to Basford. We can definitely see you straightaway. (GP gives Mark directions).’

M: ‘Thank-you.’

GP: ‘I will book an appointment for you here. Just come straight down. Take some paracetamols, that will help you slightly.’

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