Listening to you

North West Ambulance Service welcomes all feedback from its patients, partners and other service users.   All feedback will be considered and where possible we will make changes to improve, enhance or modify our services:

Just some of the things that we have implemented after receiving your feedback during the last twelve months include:

• Implementing a new Patient Transport Service Information Leaflet

We have produced a new information leaflet for those who use the Patient Transport Service which provides information about what they can expect when travelling with the Patient Transport Service.  This leaflet is available in a number of formats, A5 leaflet, A3 Laminated Display Poster, Audio CD and electronically.  As a result a number of hospitals and GP Surgeries are displaying this in their waiting areas.

• Created a series of Patient Stories

North West Ambulance Service has produced a series of filmed patient stories.  The stories were created from a number of different ways that we received feedback including compliments, complaints, ambulance observations, patient surveys, meetings with community groups, focus groups, meetings with specialised patient groups and interviewing Urgent Care Desk Staff members.

The Patient Stories have been used to create a Trust DVD which will be used for training and service improvement purposes in the future.  We will also be continuing to capture Patient Stories and looking at new ways of sharing them in the future.

• Updated Pictorial Handbook

After feedback we received from attending community events, it was highlighted how communication issues can be a barrier to receiving prompt emergency care.  As a result the Pictorial handbook was updated to help as a communication tool, making it easier to use for both Patients and Ambulance crews.   The pictorial handbooks are now available on all Emergency and Patient Transport ambulances.