‘Wonderful’ ambulance service praised in latest patient survey

Frontline ambulance staff are “very professional”, “kind” and deliver an “excellent service”, the latest patient survey reveals.

Nearly 100% of respondents said they were very satisfied, satisfied or fairly satisfied with the care they had received from ambulance staff.

The people who handle the 999 calls in the region’s control centres were also praised with 99% of respondents saying their call was very acceptable, acceptable or fairly acceptable.

Comments from 98 respondents to the East of England Ambulance Service NHS Trust’s (EEAST) survey from May included: ‘Very impressed with the care and dignity I received’; ‘Care could not be faulted in any way’; ‘Absolutely brilliant, professional and yet friendly’; ‘My treatment was second to none!’; ‘Excellent service and attitude and care throughout’; ’The ambulance staff were very friendly and capable, giving a feeling of reassurance, which is needed by the patient’.

All respondents said the length of time they waited for the ambulance service to arrive was very acceptable, acceptable or fairly acceptable.

Ninety-eight per cent of respondents praised the ambulance staff they were in contact with as very professional, and the same number said they were treated with dignity and respect by crews.

Sandy Brown, Director of Nursing and Clinical Quality, said: “I am extremely proud of our staff for treating these patients so well, meaning we see such outstanding results, and wish to thank them for working so hard to provide the best possible service. Their efforts are reflected in the comments we have received from patients and in the improvements we are continuing to see across the service.

“I would also like to thank the patients who responded for taking the time to give us feedback, which helps us to build a picture of what we are doing well and how we can continue to improve the service".

To read the survey in full, as well as past reports, please visit

http://www.eastamb.nhs.uk/Performance/Patient%20Experience/Patient%20Experience%20Reports%202015/Patient%20Experience%20Report%20-%20Emergency%20Services%20May%202015.pdf

If you want to be involved in patient feedback, you can contact our Patient and Public Involvement team. Visit http://www.eastamb.nhs.uk/Get-involved/patient-and-public-involvement-and-engagement.htm