‘Outstanding’: ambulance service commended in latest patient survey

Date: 28 April 2017

Ambulance

Respondents to our latest patient survey were running out of superlatives to describe our staff and volunteers.

“Excellent”, “professional”, and “nothing but praise” were to name a few of the many compliments made by the 106 respondents of the February patient experience report.

More than 95% were either satisfied or very satisfied with the overall service they received.

A patient from south Bedfordshire added: “The level of service which we have received has always been outstanding when called upon.”

For the fourth consecutive month every respondent felt staff treated them with dignity, respect, and privacy, and that they could trust our staff.

A patient from west Suffolk said: “I have nothing but praise for the ambulance crews.”

Control room staff also scored highly, with 97% of people rating the handling of their call as either fairly acceptable, acceptable, or very acceptable.

Other high scoring areas of the survey included satisfaction with care patients received which saw every respondent either satisfied or very satisfied, making it two consecutive months with full marks.

A patient from west Hertfordshire said: “The attention I received was first class and very beneficial, I was cared for very well throughout the whole terrible experience.”

However an area of improvement was the length of time people waited for their ambulance, with almost 95% describing it as either fairly acceptable, acceptable, or very acceptable.

Sandy Brown, Director of Nursing and Clinical Quality said: “I’m very pleased with the latest results in our patient survey. Time and again we see continual high levels of satisfaction with care, professionalism, and quality which is a testament to the standards our staff set.”

He added: “I would also like to thank all those who have taken the time to provide us with feedback and would strongly recommend others to do the same to help improve our service. As an organisation we are constantly learning and patient feedback is key to that.”

To view the reports in full, visit: http://www.eastamb.nhs.uk/performance/patient-surveys/Patient-experience-report-emergency-services-february-2017.pdf

If you were treated by EEAST and want to tell us your thoughts, you can follow on Twitter and tweet us @EastEnglandAmb, email: eoeasnt.Feedback@nhs.net, or visit our website: http://www.eastamb.nhs.uk/contact-us/  

  • Summary:

    Respondents to our latest patient survey were running out of superlatives to describe our staff and volunteers.