Ambulances delayed after sat-navs repeatedly sent crews to wrong addresses

Ken Foxe

Ambulance crews were delayed reaching emergency calls after onboard sat-nav systems sent them to incorrect addresses, location information disappeared, or maps did not include new housing developments.

In one incident in Mayo, an ambulance ended up on the opposite side of a river from the correct address and an 18-minute drive from where they were supposed to be.

A patient’s “life survival” was compromised in another case after the crew were given the wrong address and ended up delayed by 20 minutes.

Other cases saw ambulances routed down roads where there was no access to the patient, according to a log of incidents covering the past two years.

In one case involving a pregnant woman in Kerry, the emergency response had the correct Eircode, but the onboard system brought them to the wrong location.

A separate report from Donegal said an urgent call was delayed by an extra 10 minutes because the vehicle’s sat-nav system “loses the hit” as they approached.

One entry from the log said: “The location of the incident was on a main road, but the sat nav decided that it wanted to go down a laneway too small for the vehicle.

“While trying to find the incident the call was upgraded. Delayed crew arrival.”

Another report from Sligo said: “Sat Nav in vehicle directed to incorrect location to housing estate adjoining patient address. No access to incident location.

“Drove around again to correct address while satnav continually was directing to incorrect address.”

In one case involving a “dangerous haemorrhage” in Limerick, the ambulance was sent down a cul-de-sac nearby to where they were supposed to go.

One entry in the log explained how a trip ended up taking twice as long as expected.

“Journey to patient took 1 hour and 3 mins. Google was 27 min journey,” it said. “Sat Nav took us on a very convoluted road that couldn't find the location.”

Another report from Donegal said recent changes to the location system were creating problems.

It said: “Recently the vehicle mapping system has been updated on the ambulance fleet. This update needs to be removed and updated with new Eircode version as this is affecting patient care.”

Asked about the issues, the National Ambulance Service said it received more than 450,000 calls every year and such incidents were “rare”.

A statement said: “When they do occur, wayfinding notes [and/or] pins are added to addresses once reported.”

The NAS said it had used the Eircode system since 2016 to ensure rapid and accurate identification of emergency locations but that it also used other location tools and techniques to pinpoint callouts.

It said this included caller questioning and local geographic knowledge, and that its systems and processes for dispatch were under continual review.