A Channel 4 I-Team investigation found emergency responders unable to quickly find patients in need in four area high rises, despite a medical alarm company in place to alert 911 to the emergency.
Recorded calls and data obtained by the Channel 4 I-Team found basic information, including apartment numbers and any details on the patients, is not being passed on to 911 from a medical alarm company hired by the high rises where the residents live.
Mostly seniors and disabled residents fill the dozens of floor at the Chippington Tower and Chippington Tower II in Madison, and the Dandrige Tower and Hickory Hollow Tower in Antioch.
Emergency responders tell the Channel 4 I-Team the medical alarm company, Southeastern Sound, does not provide any details when a residents activates an emergency pull cord inside the towers.
Transcripts and data from 189 calls to the four towers since January 2012 show no basic information being passed on to 911.
One call in particular displayed the lack of information.
"Do we have a name or anything?" asked a 911 operator.
"No sir," said the operator from Southeastern Sound.
"Do we have a room number?" asked the 911 operator.
"No sir," said Southeastern Sound.
"Where exactly are they?" asked the 911 operator.
"I have no idea. They're at Hickory Hollow Towers is all I can tell you," Southeastern Sound said.
Another call has the 911 operator asking for details of the emergency and where the patient is located. The caller from Southeastern Sound has no answers, only the name of the tower where the resident lives.
"They (Southeastern Sound) often don't even know where the patient is. They (Southeastern Sound) just know to send us to that high rise," said Asst. Fire Chief Kim Lawson, Nashville Fire Department spokeswoman.
"If that call center doesn't have the information, they can't give it to us, then that's where the problem comes in," said Duane Phillips, director of the Nashville Emergency Communications Center.
Tom Claunch, vice president of operations for South Eastern Sound, said his company was hired to only to alert 911 to an emergency, not provide any other details.
"The only thing we were asked to provide is a medical activation. And that's exactly what we're providing," Claunch said.
"They (emergency responders) are showing up, and don't even have enough information to know where these people are," said chief investigative reporter Jeremy Finley
"The absolute first time we heard of any of this was your communication with us yesterday. And I have immediately tried to be proactive and find out what the problems are and possible solutions," Claunch said.
Claunch said technology is available to provide additional information, but the owners of the towers did not ask for it.
The Channel 4 I-Team did speak to a number of residents and family members at the towers. None wanted to go on camera, but all were surprised about the lack of information being passed on to 911.
"Sometimes, there's nobody in the office. Then they (emergency responders) sit around with their lights and sirens on, hoping someone will come out and tell them where they need to go," Phillips said.
On May 10, the Channel 4 I-Team was rolling when emergency responders arrived at the Chippington Tower II in Madison around 1 p.m. There was no one in the office to tell firefighters where to go and a resident had to relay the information.
In one 911 call, a resident refers to no one being in the office.
"There's a lady here who has fallen, and no one's in the office," the resident said.
In another 911 call, one of Southeastern Sound's own employees can be heard about how difficult it is for them to get in touch with the offices in the high rises.
"I'm never able to reach anyone on the premises," the Southeastern Sound employee said.
An employee of the towers told the Channel 4 I-Team that in every high rise is a light up board, with the room numbers displayed on it, that blinks to tell emergency responders what room to go to.
The Channel 4 I-Team inspected a board in one of the towers and found one of the lights on, but it wasn't blinking, there was no emergency and there was no one in the office to ask about it.
"If the light is reset for any reason, either someone reset it, or it's pulled accidentally which does happen quite often, they have no way to know where to find the patient," Lawson said.
The Channel 4 I-Team repeatedly left several messages for the towers owners, Lawler Wood Housing LLC, but none of our calls were returned.
An employee of the towers also pointed out that the facilities are independent living, so there is no guarantee that someone will respond on site if there is an emergency.
The Channel 4 I-Team also wanted to see if other medical alarm companies were giving out more specific information. We reviewed their calls to 911 and found several companies providing details, while another company did not.
Copyright 2013 WSMV (Meredith Corporation). All rights reserved.
Sunday, April 20 2014 6:29 AM EDT2014-04-20 10:29:32 GMT
A man has been arrested for murder after a female was found strangled in New Britain early Saturday morning. Luis Velez, 41, of New Britain, was identified as a possible suspect. At about 2:18 a.m.,More >
A man has been arrested after a female was found strangled in New Britain early Saturday morning.More >
Saturday, April 19 2014 12:22 PM EDT2014-04-19 16:22:14 GMT
A man was shot after he refused to move his car out of the way of a driveway belonging to a homeowner in Hartford. According to police, two people were sitting in cars talking when the homeowner returned.More >
A man was shot after he refused to move his car out of the way of a driveway belonging to a homeowner in Hartford. More >
Sunday, April 20 2014 8:36 AM EDT2014-04-20 12:36:44 GMT
A man got stuck in a porthole at bar in Essex early Sunday morning, authorities confirmed. Few details were provided, but an unidentified man got stuck at the Black Seal on Main Street around 1 a.m. TheMore >
A man got stuck in a porthole at bar in Essex early Sunday morning, authorities confirmed.More >
Sunday, April 20 2014 7:05 AM EDT2014-04-20 11:05:16 GMT
Official confirmed on Saturday evening the body of a young boy found in Massachusetts is Jerimiah Oliver, who is a five-year-old with ties to New Britain. Jerimiah has been missing since September. HisMore >
Official confirmed on Saturday evening the body of a young boy found in Massachusetts is Jerimiah Oliver, which is a 5-year-old with ties to New Britain.More >
Saturday, April 19 2014 6:02 PM EDT2014-04-19 22:02:04 GMT
A couple from Ledyard got married this afternoon in front of their home that was destroyed in a fire last week. Last Monday, Megan Hunley and Brian Osborne were forced to run from their burning homeMore >
A couple from Ledyard got married this afternoon in front of their home that was destroyed in a fire last week.More >
Sunday, April 20 2014 8:12 AM EDT2014-04-20 12:12:51 GMT
Police in East Hartford are investigating after a pedestrian was struck and killed in a three-car crash Saturday afternoon. Crash happened near Forbes Street and Silver Lane around 12:30 p.m. PoliceMore >
Police in East Hartford are investigating after a pedestrian was struck and killed in a three-car crash Saturday morning.More >
Saturday, April 19 2014 9:58 PM EDT2014-04-20 01:58:43 GMT
Miley Cyrus has canceled her show at Foxwoods Resort Casino after she was hospitalized. This comes after her shows in Nashville, Tn., Louisville, KY., Kansas City, Mo. and St. Louis Mo. were all canceledMore >
Miley Cyrus has canceled her show at Foxwoods Resort Casino after she was hospitalized.More >
Friday, April 18 2014 10:35 AM EDT2014-04-18 14:35:55 GMT
Connecticut lawmakers have proposed new bill that would ban whole milk from day care centers. The plan is being considered to improve nutrition standards among children and reduce obesity.The AmericanMore >
Connecticut lawmakers have proposed new bill that would ban whole milk from daycare centers. The plan is being considered to improve nutrition standards among children and reduce obesity.More >
Sunday, April 20 2014 7:45 AM EDT2014-04-20 11:45:29 GMT
A 33-year-old man was arrested for attempting to convenience store in the Wauregan section of Plainfield last month. A man entered the Country Farms Store in Plainfield on March 27.Investigators said theMore >
A 33-year-old man was arrested for attempting to convenience store in the Wauregan section of Plainfield last month.More >