The Bermuda Hospitals Board has launched an investigation into why it allegedly took 20 minutes for an ambulance to get a dying man to hospital from just a few streets away.

The family of Norman Palmer say they want answers as to why it took so long to carry out what should have been a five-minute journey – from a cul-de-sac off Tee Street to the hospital around the corner in Berry Hill Road.

Mr. Palmer, 57, had been complaining of an obstruction to his throat but died two days before he was due to see an ENT specialist on April 14.

Heather Carberry called in at her brother's house in Leafy Way, off Tee Street, on April 12 with Mr. Palmer's other sister, Marion Bishop. She was just going to say goodbye before flying back to the UK at the end of a two-week holiday. Instead, she had to go through the trauma of watching her brother die.

Ms Carberry claims a series of errors on the part of the ambulance crew turned what should have been a five-minute journey into a nightmare. She says that from the time of the 911 call to his arrival in Accident and Emergency, it took at least 20 minutes. By the time Mr. Palmer, the owner of 'Professional Excavating', reached King Edward VII Memorial Hospital, it was too late to save him.

The family are now considering legal action, alleging a lack of urgency and professionalism on the part of the ambulance attendant and driver.

Ms Carberry, 53, of Somerset, UK, said: "My brother was complaining of feeling unwell for a month, and on April 6 the hospital confirmed that he had an obstruction in his throat, and that he should see an ENT as soon as possible."

In order to be referred to the specialist, his wife Kathy contacted Mr. Palmer's GP, but it was Wednesday before he could get an appointment. The GP then arranged for a further X-ray but this was not until Monday, April 14.

On Saturday, April 12, Ms Carberry said she arrived at her brother's house to find an ambulance in the drive.

"I rushed in and found my brother in a distressed state unable to breathe, and a female attendant was kneeling beside him shouting 'Are you asthmatic?'," she said.

"He was unable to answer but I told her he had an obstruction in his throat. But she shouted again 'Are you asthmatic?'. There were no words of comfort to my brother, nothing. There was no compassion, no respect, nothing."

Ms Carberry then said the attendant and driver tried to take Mr. Palmer out of the house on a trolley, but made several attempts to manoeuvre it through the door.

"I was trying to calm my brother but feel they should have used a chair instead. It was like there was no common sense," she said.

"My brother was trying to hang on, trying to get air to breathe, but I was seeing my brother die."

She then said the driver bungled getting the ambulance out of Leafy Way into Tee Street.

"The ambulance was pointing out the right way but the driver, instead of going left, went right into a neighbour's driveway. Instead of driving out, for some reason known only to the driver, he decided to reverse the whole way out of the lane and into Tee Street – a main road. One of the neighbours even came out to direct him and was shaking his head in disbelief.

"Then I noticed that the tube to my brother's oxygen mask had become dislodged and was under the wheel of the stretcher. I pulled it back up and the attendant reconnected it and just said 'Oh'."

Mr. Palmer died shortly afterwards in A&E. Ms Carberry – who is a former nurse – said she saw a manager at the hospital who told her that the emergency call was received at 16.47 p.m. and that the ambulance reached KEMH at 17.07 p.m.

"The hospital says it took about 20 minutes, but I believe it was actually longer than that," she said.

"There was no urgency. My sister and I have taken that route in the car several times and it only takes two minutes. My brother should have been in Accident and Emergency within five minutes."

Ms Carberry said she feels the Island's ambulance staff are inadequately trained to administer emergency medical treatment. She says that a paramedic in the UK would have been able to do a tracheotomy, but that the staff in Bermuda were not equipped to do this.

"I'm appalled that my brother lost his life in such a way," she said. "A paramedic may have been able to give him a chance to live, and would have known exactly what to have done.

"This is a wealthy island. I think the Government needs to look at what the ambulance service does not provide for its people and for tourists.

"My brother should not have died."

The family is now awaiting the inquest into Mr. Palmer's death but is considering legal action.

Ms Carberry said: "I am considering action against the hospital and every individual that failed my brother.

"We are awaiting the outcome of the inquest and will go from there. We expect answers as to why my brother died."

In response to Royal Gazette inquiries, a Bermuda Hospitals Board spokeswoman said: "Bermuda Hospitals Board (BHB) extends sympathies to the family of Mr. Norman Palmer. While our duty of confidentiality prevents us from commenting on specific patients, we can confirm a thorough investigation into all aspects of this case is currently being undertaken.

"Information on the details of Mr. Palmer's case cannot be issued until this investigation is complete. We will remain in touch with Mr. Palmer's relatives, as our investigation into their complaints progresses."

Commenting on the training for Emergency Medical Technicians (EMTs), she said: "Emergency Medical Technicians at King Edward VII Memorial Hospital receive approximately 200 hours of combined classroom and clinical training that meets and exceeds minimum training standards established by the US Department of Transportation.

"Upon completion of this training and successful examination, EMTs are certified and registered in Bermuda. In addition, EMTs are re-certified bi-annually.

"BHB is in the process of assessing its Emergency Medical Services with a view to establishing a paramedic service."

Are you concerned at the level of care by Bermuda's ambulance service? Email: news@royalgazette.bm