Patient Experience Team

At North West Ambulance Service, we are committed to listening and responding to the feedback we receive from our patients, in order to understand their experiences of using our services and identify areas where improvements could be implemented to reflect patient needs and expectations.

The aim of the Patient Experience team is to improve the services that North West Ambulance Service provides to our patients and the public in the North West region.

The Patient Experience team proactively seek feedback using a variety of different methods which include: 

  • Postal surveys being sent to PES and PTS patients 
  • Observing Patient journeys on ambulances
  • Conducting Patient Experience feedback surveys
  • Working with focus groups
  • Working with specialist patient groups
  • Working with community groups across the North West

One of the innovative ways that we engage with the Community is through our Patient Experience Board game.

During 2016/17, an extensive Patient Experience programme has once again been successfully completed. Patient experience methods have been implemented across all Trust service areas, including our Paramedic Emergency Service (PES), Patient Transport Service (PTS)  Urgent Care Desk (UCD) and NHS 111 service (111) 

Patient Experience postal surveys are sent out to patients in five different areas across the North West who use these services - Greater Manchester, Cheshire, Merseyside, Cumbria and Lancashire. 

If you would like to provide feedback to us on your experience of using the ambulance service then you can email us at if you have any concerns about your experience with the ambulance service then please email