SCDF refutes claim of ‘incompetence’ by caller who reported road accident, says wrong information given

SINGAPORE: The Singapore Civil Defence Force (SCDF) has refuted the allegations of a caller who reported a road accident and later posted on social media about “incompetence, lack of urgency and stupidity” over its dealing with of the case.

Following an investigation, it was discovered that the caller had offered a wrong location of the accident, mentioned SCDF in a Facebook put up on Saturday (May 14).

The incident arose from a social media put up on May 8 on Facebook group “Singapore Roads accident.com”, by a person named “Pam Kaur” who talked about two cellphone conversations with SCDF to report an accident involving a automobile and a motorcyclist.

The author expressed disappointment on the “incompetence, lack of urgency and stupidity” of the SCDF officer after being referred to as a second time to verify the quantity of the lamppost nearest to the placement of the accident. 

It was alleged that the SCDF officer the author spoke to had “a listening problem” regardless of being given “clear instructions”. The put up additional acknowledged that the SCDF officer hung up after expressing displeasure with the author’s tone.

SCDF mentioned an investigation was instantly commenced and a recording of the conversations was reviewed.

It was discovered that the caller had offered incorrect information concerning the location of the accident, and that the SCDF responder in query had “remained calm and polite”, mentioned SCDF.

SCDF’S INVESTIGATION FINDINGS

SCDF’s 995 name centre had obtained a name a couple of road site visitors accident on May 8 at about 2.37am, reported by the caller to be alongside the Pan-Island Expressway (PIE) in the direction of Changi earlier than Exit 8B.

The name centre operator repeated the reported location to the caller for verification, subsequently asking for additional particulars akin to the character of the accidents sustained by the motorcyclist.

When requested for the quantity of the lamppost nearest to the accident, the caller mentioned “370F”.

The operator then tried to confirm the route on the PIE the place the accident was positioned, to which the caller replied, “my exit towards Changi but I’m going straight towards CTE, but the lamppost number is 370F”.

“The operator then assured the caller that the ambulance was already on its way and thanked him,” SCDF mentioned.

Based on the information offered by the caller, the ambulance couldn’t find the accident, prompting the paramedic to contact the caller to confirm the exit and lamppost quantity, that are important reference factors.

The second name “seemed to frustrate” the caller who made “snide remarks” in the direction of the paramedic, SCDF mentioned.

The paramedic then advised the caller that she was uncomfortable with the tone, and subsequently disengaged the decision to focus the crew’s consideration on finding the accident, it added.

The SCDF later established that the accident was as an alternative alongside the Central Expressway (CTE) in the direction of Seletar Expressway (SLE), earlier than the PIE exit, after receiving a subsequent report on the identical accident from one other caller.

The ambulance arrived on the scene inside eight minutes, and conveyed a person to Tan Tock Seng Hospital, mentioned SCDF.

“There were no other accidents around the initial location reported by the caller, or the actual location, during that period of time,” SCDF added.

SCDF’S REVIEW OF THE CASE

In their evaluation of the primary name, SCDF mentioned that the name centre operator had dispatched the ambulance primarily based on the preliminary information from the caller.

SCDF famous that the paramedic who made the follow-up name “had remained calm and polite with the caller throughout, even at the point when she said that she was not comfortable with the caller’s tone and subsequently disengaged the call”.

“We commend the public-spiritedness of the callers who had stopped to assist and call 995 upon witnessing the accident,” SCDF mentioned.

“We wish to spotlight that it’s a longtime and sound process for 995 name centre operators to ask callers for key information akin to outstanding landmarks, constructing names, expressways, road names and lamppost numbers, particularly when there isn’t any particular handle.

“At times, we may also need to further clarify the information, particularly when our responders are unable to locate the reported incident. We seek the public’s understanding and patience about this.”

SCDF refutes claim of 'incompetence' by caller who reported road accident, says wrong information given

Ng Hong Siang

Source : channelnewsasia.com

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