Mr Thompson accompanied his wife in the ambulance to Waikato Hospital's emergency department.
"When we arrived at the hospital I was on the stretcher in the back of the ambulance and they pulled me out and the head-end [legs] didn't flip out so I got dropped head first on to the concrete. It was kind of like a double bounce in a way, you just felt it instantly like, 'Oh, that's gonna stay with me for a while'. It just really hurt and [pain] went straight into my neck and then I could feel it in my shoulders and then lower back."
She said the two officers stood there swearing - as she lay neck-first, "bent like a banana" on a 45-degree angle on the concrete - before a third officer came out and helped her up. She was then assessed and treated in the emergency department and given pain relief for increasing neck pain.
Mrs Thompson said she had spent nearly a year fixing an old back issue.
"It made my back sore again, but my neck was just instantly tight.
"The doctor felt it and said I was in for a good dose of whiplash and gave me painkillers and that I'd end up having to go to physio for it. "
She had since been in constant pain, and was sore carrying out simple tasks such as hanging out washing, driving and washing dishes.
Her physiotherapist has diagnosed multiple moderate injuries including whiplash and sprains to her shoulder, hip, thigh and upper and lower back.
The officer had since apologised.
St John Waikato district operations manager Stuart Cockburn said the stretcher incident and the comments made had been investigated and as a result an apology was made verbally and in writing to Mrs Thompson.
"A formal disciplinary process was followed and comprehensive retraining provided to the personnel involved," the manager said. "St John takes the safety and welfare of all patients very seriously at all times and endeavours to provide the best level of care possible to its patients and their families and supporters."
Mr Cockburn said Mrs Thompson fell because the male officer wasn't standing in the right position and the wheels at the stretcher's head failed.
"While moving the patient from the ambulance there was an error in the deployment of the wheels at the head end of the stretcher.
"One of the officers failed to adequately check that the legs of the stretcher had deployed fully.
"St John has investigated what occurred and acknowledged and apologised for this error to the patient."
In relation to the "fat man" comments, St John's North Waikato territorial manager Craig Scott said in a letter to Mrs Thompson: "The staff member did make those comments which were inappropriate and unprofessional."
