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Emergency Ambulance Service Patient Survey

How did you hear about the online survey? *

If you selected the above option 'Letter', please provide below the REF1 & REF2 which can be found on the top right hand side of letter.

We would like you to think about your recent experience with the East of England Ambulance Service NHS Trust.

Q1. Overall, how was your experience of our service? *

Thinking about the service we provide...

Please confirm whether you are happy for your comments to be made public *
Q2. Are you the patient? *
Q3. Please tell us if you contacted any of the following before contacting the ambulance service: *
Q4. Why did you call the ambulance service following your contact with the above? (Please tick all that apply)
Q5. Before your call to the ambulance service, had you received advice / treatment for the same condition or something related to it? *
Q6. How would you rate the handling of your emergency call? *
Q7. What was the outcome of your call to the ambulance service?
Q8. How would you describe the length of time you waited for an emergency response?
Q9. Did the ambulance service staff introduce themselves to you?
Q10. Did the ambulance service staff treat you with dignity and respect?
Q11. Did the ambulance service staff respect your privacy?
Q12. How would you describe the attitude of the ambulance service staff?
Q13. Did you feel that you could trust the ambulance service staff?
Q14. Did the ambulance service staff explain the care / treatment in a way that you could understand?
Q15. Did you feel involved in the decisions made about your care?
Q16. Did you feel the ambulance service staff managed your pain?
Q17. How would you describe the comfort of your journey in the ambulance?

Q18. How would you describe the following?

Appearance of ambulance service staff
Cleanliness of equipment
Cleanliness inside the ambulance
Q19. If you were transported to hospital, how did you find the handover process?
Q20. If you were treated over the phone, were you able to follow the advice given?
Q21. Which service did we advise seeing / arrange an appointment with?
Q22. Did we explain why an ambulance would not be sent on this occasion?
Q23. Did you agree with the decision not to send an ambulance?

Would you like to compliment the service or staff?

If you wish to send a separate note of thanks to the initial call handler or staff involved, you may add your comments to the below box, please also include your name and contact details to ensure such correspondence is passed on to the appropriate people.

Would you like to inform us of a concern or complaint?

All comments received are used to monitor and improve the services provided by the Trust. If you have a concern or complaint about the service you have received and would like us to contact you, please complete the below box and provide your name and telephone number.

Would you like to take part in a discovery interview?

We are looking for patients or their representatives who would be willing to discuss their experience in more depth by way of a video discovery interview. The discovery interviews are used to assist us in improving the services provided through staff training and awareness raising.

Would you like to become a Patient Representative for EEAST?

If you would like to become a Patient Representative and help to shape the services provided by the Trust, please register your interest by contacting

Equality and Diversity

This information can help us plan to meet the needs of the community, to ensure that everyone has equal access to the health care provided and for the service to be delivered to a high standard for all our patients. 

The following questions are about the patient:

What age are you?
What best described your gender?
What is your ethnic group?
What is your religion or belief?
Sexual orientation of the patient:
Do you (the patient) have any of the following disabilities?
Are you married or in a civil partnership?
Are you currently pregnant or have had a child within the last 12 months?
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Please be aware that you can withdraw your consent for the East of England Ambulance Service NHS Trust to use and store the information you have provided at any time. If you wish to withdraw your consent to your details being held, please contact the Patient Survey Team either via email: or by telephone 01603 422757. 

If you would like to become involved, represent your community and feel you can be an ambassador for EEAST research, then we would love to hear from you, please register your interest

Thank you for taking the time to complete this questionnaire.
The information collated will be used to assist us in improving the services we provide.