What you said and what we did

Here are some examples of actions the Trust has taken following concerns, comments or complaints made by our patients:

1. What You Said:

The car that collected me to take me to hospital smelt of smoke.

What We Did:

Voluntary car drivers use their own cars. However, the Trust has strict non-smoking and professional standards that must be adhered to. As a result, all drivers received a notice reinforcing the No Smoking policy and the Professional standards expected. Additionally, the Ambulance Car Service Representatives were notified of the need to monitor compliance with this policy.

2. What You Said:

It took 30 minutes for the ambulance to attend to me as the park gates were locked.

What We Did:

We have now contacted the Local Council to get copies of the park keys so that a set can be kept on all of our vehicles.

3. What You Said:

 The doctor who visited me did not listen to my chest, as he did not have the right equipment.

What We Did:

As a result, all of the Out of Hours cars now have a spare stethoscope stored in the equipment box.

4. What You Said:

 I wasn’t given any pain relief.

What We Did:

The staff involved have received refresher training on assessment and pain control options. Additionally, the management of pain is one of the key areas that the Trust is working on in the next year to improve patient experience.