July 24, 2008
Elaine Wells, Executive Director
Ride Connection, Inc.
3030 SW Moody Ave., Suite 230
Portland, OR 97201
Re: Arden Wallace, 10/20/16
I called Ride Connection (Portland, Oregon) and scheduled a trip for my father Arden Wallace and me to go to the doctor on July 18, 2008. The Red Cross volunteer came to the door to pick us up for our appointment. She said she would get the van ready while I got Arden (age 91) in the wheelchair. After several attempts, I didn’t think he transfer to the wheelchair so I went out and asked for her help. She said that she had a bad back and couldn’t help. Finally Dad was in the wheelchair and I took him out the front door and asked her to come help get him down the two front porch steps. She repeated that she had a bad back so I asked that she just guide the chair as I took it down. She stood there watching. When I got him down, the chair skidded and it fell backwards and I fell down. She didn’t try to catch the chair, she just jumped out of the way as the chair, Dad in it, fell backwards and his head hit the cement. All she needed to do is reach out and stabilize the wheelchair to keep it from skidding but she jumped out of the way and backed away. She didn’t come over to ask if we were OK, she just stood there. I asked her to call 911 but she said for me to call and she would stay with Dad, again she just stood there looking at Dad as he lay on the cold concrete. I got the phone and called 911 and then asked her to leave, or at least get her van out of the middle driveway so the paramedics could get in. I got a pillow for his head and a quilt because he was cold. She did nothing to help! While we were waiting for the emergency response team I repeated several times that I wanted her to leave my property but she refused. Later she told me that she called her supervisor who told her to stay and tell the paramedics what she saw. When they arrived, she ran over with her clipboard and started talking to them. I yelled at her to leave the paramedics alone, that their job was to tend to my father. The paramedics talked to Dad, checked him over, got him back into the wheelchair and took him to his room. They also bandaged his leg where he had a scrape and checked the abrasion on the back of his head. When they left the house, they talked to the Red Cross volunteer. I would not talk to her because I was upset and I just wanted her gone!
I called Ride Connection and talked to the supervisor named Dean. I told him the story of which he was already aware. He said that their drivers are not to do stairs. I explained that I had been using them for almost a year and always had good luck with their drivers. They always navigated the steps, helped with getting Dad out of bed when necessary and were always polite, helpful and courteous. I mentioned that if my dad had been seriously hurt, there could be a lawsuit at which point he said that he couldn’t talk to me if we were going to sue. He offered to send their policy handbook. I told him that it wasn’t necessary because I would never use them again, but I repeated that NO ONE ever said their drivers didn’t do steps. One of the paramedics said I can call Metro West Ambulance and they would take Dad to appointments. They charge a fee—but at least he would be safe.
I assume that a Red Cross volunteer would be compassionate, helpful and caring. If a volunteer is driving a Red Cross vehicle, which she was on July 18th, most people would assume that that person represents the Red Cross and could assist in any kind of emergency. This is a direct quote from the Red Cross website: The American Red Cross is a humanitarian organization that helps millions of people each year prevent, prepare for, and cope with emergencies. The Ride Connection website makes this statement about their collaboration with the Red Cross: The American Red Cross provides accessible transportation for senior and disabled riders. Our goal is to match your ride request with a volunteer driver who will ensure safe, on-time, door-to-door service. Red Cross Transportation Services depends on valued volunteers who dedicate their time as drivers, escorts and dispatchers. Notice the word “safe,” and “door-to-door.”
This is the Ride Connection statement for future volunteers: “Ride Connection works closely with its community partners to provide alternative transportation for Seniors and people with disabilities. Volunteers strengthen our network with their caring interaction with people.”
It has been 7 days since the fall. Dad still experiences soreness in his shoulder and back. I will be taking him to the doctor and have him checked out. He talks about the experience and is angry about the lack of compassion or caring on the part of the volunteer and her unwillingness to assist in any manner. All she wanted to do after the fall is try to “cover her bases” by telling “her story.” Also, no one from either the Red Cross or Ride Connection has contacted us to see how my father is doing…Compassion? I don’t think so.
Please respond to this letter.
Sincerely,
Sue D. Jaqua
PO Box 665
Hillsboro, OR 97123
Cc: National Director of the American Red Cross
Robert Ueland, Board of Directors President
Thomas Bruner, Red Cross CEO, Oregon Trail Chapter
Ride Connection Director
