Mental health patients in Norfolk are being transported in ambulances by staff with no mental health training, according to a whistleblower.

Norwich Evening News: Two drivers who worked for ERS Medical have spoken out about their time there. Photo: Rui Vieira/PA WireTwo drivers who worked for ERS Medical have spoken out about their time there. Photo: Rui Vieira/PA Wire (Image: Archant)

But the driver said after he repeatedly raised concerns about this with his employer - private ambulance firm ERS Medical – he was investigated by the company's HR department, had extra checks carried out on his ambulance and has been on sick-leave since last year with stress.

The whistleblower, who we are not naming, said he and his crew mate would regularly be asked to pick up patients with mental health issues from the Norfolk and Norwich University Hospital (N&N) and take them home, despite ERS Medical having a specialist mental health team based in Norwich.

He said he was given no extra training for it and it was not in his job description.

The whistleblower, who was paid £8.05 an hour, explained that he first approached his bosses in March 2016 with his concerns.

'We were getting more and more (mental health patients) and you don't know what the risks are,' he said.

'Me and my crew mate kept thinking, 'we shouldn't be doing this'. We kept asking our managers, can you give us some clarification?'.

He claimed some ERS Medical managers told him he should not be transporting mental health patients, while others said he should.

He wrote a series of emails to senior managers in Norwich, starting in March 2016, but he said many of his emails were not replied to.

'We really need clarification on this,' he wrote to one manager.

An ERS Medical spokesman said the firm carried out a risk assessment before arranging journeys for patients with mental health conditions.

'If the hospital staff indicate that a patient has specific mental health needs which create a risk to themselves or others, ERS Medical will allocate a specialist team with mental health training to provide an appropriate level of care and dignity for the patient during the journey, ensuring the safety of our patients and crew,' the spokesman said.

But the whistleblower said rather than getting clarification on the issue, extra spot-checks were carried out on his vehicle and he would fail the check for having dirt in the footwell or dust on the vehicle.

'We had seven inspections, including four or five in a month and two within a week,' he said. 'That was very unusual. I had only had one in the previous year.

'We got no support, no guidance.'

He decided to call the ERS Medical whistle-blowing hotline and spoke to someone there but never heard back.

He then went to HR in late summer 2016 to raise his concerns. He said they were initially sympathetic.

But he ended up being investigated by HR himself.

He said a group of managers gave statements saying he had behaved inappropriately towards another manager. HR investigated and the case was dismissed, with 'no real hard evidence' found, according to the report into the case.

'All the allegations were unfounded,' he said. But he said his concerns being ignored and the subsequent investigation into him when he tried to whistleblow took a toll.

He said he was suffering from migraines, stress and high blood pressure and was signed off sick shortly before the HR investigation into him found he had done nothing wrong.

ERS Medical was given a £3.8m contract in 2014 by Norfolk's NHS commissioners to transport non-emergency patients across the county.

The work was previously done by the East of England Ambulance Service (EEAST).

In May, NHS chiefs at South Norfolk Clinical Commissioning Group (CCG) were told a meeting had taken place about 'specific difficulties' with the transport of mental health patients by ERS and EEAST.

An NHS spokesman said: 'The CCGs are currently working closely with the providers to ensure that all patients, including those with mental health needs, receive appropriate care and support when being transported in an ambulance.'

It comes as a former driver at ERS Medical has also spoken out about working conditions.

•What ERS Medical says

A spokesman for ERS Medical said in a statement: 'ERS Medical is aware that an ex-employee has made allegations regarding its services. These allegations have been investigated in the past and discussed with the relevant CCGs.

'ERS Medical cannot comment on the personal aspects of the ex-employee's allegations as these are subject to formal processes.

'As per our normal practice, ERS Medical will continue to work closely with the Care Quality Commission, the NHS and all its patients to ensure that it provides safe, caring and appropriate services in accordance with all regulatory and contract requirements.

'We have a whistleblowing policy/process available within the business.

'Our team members have access to this and are able to report a concern online or via telephone.'