Regarding the use of ambulances - as I said before, that was policy where I used to work. Something to do with health and safety and the inability of the general hospital's porters to do the job. I suspect the nurse who booked the ambulance was not aware what a blue light ambulance actually meant and just said yes when asked if she wanted one. Yes, she could have asked. And it might have been helpful for you to ask specific questions relevant to your business there rather than just ask for some vague "history", which means many things to many people. I have been a unit manager and I would listen to complaints regardless of the source. I might be a little pissed off that you didn't come to me first, to be honest. I'm not saying that these nurses were shining beacons of good practice, far from it. But as an old acute nurse, I do get somewhat tired of people slagging them off when they've just bobbed in for a couple of minutes and have no idea of context or even of what goes on on your average acute ward on a day to day basis. Sometimes, one or two particularly difficult patients can take up an entire shift, which means that other, quieter patients such as this woman don't get the care they need. Blame understaffing.