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Home > Contact us > Make a complaint

Make a complaint

If you are unhappy about your experience with us please tell us so that we can investigate and make any necessary improvements.

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Are you looking for some information about our service, or have a question for us? Please check out our Frequently Asked Questions area. There’s a whole host of questions answered, for example:

When you call 999, our aim is to provide you with care that meets your clinical need, which is delivered by the most appropriate clinician and is provided at a location that is most suitable to you and the wider healthcare community.

At times, conveyance may often be the most appropriate care pathway (for example, if you have complex clinical or mental health needs). However, our current strategy aims to support referrals to the most appropriate care provider, whether this is to the patients GP, a minor injuries unit, a walk-in centre or mental health facility. Alternatively the provider of care may be brought to the patient through the use of specialist nursing teams like community matrons, district nurses, out of hours services or other specialist providers.

Our staff will always try to avoid obstructing other road users whether this is when parking a vehicle or during transit. If you discover that your vehicle has been blocked in this could be because the condition of the patient being attended requires immediate intervention; as soon as the patient’s condition allows the ambulance crew will move the vehicle. On these occasions we understand how frustrating this may be, but we ask you to please be patient and the vehicle will be on its way as soon as possible.

In any emergency situation the patient will always come first. If you have a guide or assistance dog a decision on whether they can travel with you will be made on a case by case scenario. Please be assured that ambulance staff will do all they can to ensure the safety of your assistance dog while they provide you with treatment.

In line with the NHS Standard Contract, North West Ambulance Service has adopted the new national Patient Safety Incident Response Framework (PSIRF). The framework sets out how we will learn from patient safety events to provide better and safer outcomes for our staff and patients.

The framework is made up of two elements – national guidance which sets priorities that must be investigated in depth, and a local plan, which has been developed by our trust. Our plan details our top priorities, how we should respond to incidents, and how investigations should be carried out.

You can download a copy of our new Patient Safety Incident Response Plan (PSIRP) via publications.

If you wish to report a safety incident/event, please email [email protected].

Alternatively please complete the online form below. This form enables the PALS and Resolution Team to allocate your concern to a member of the team who can then begin an investigation into your complaint and we will then contact you directly to establish the finer details of your complaint and provide an update in relation to how your concern will be progressed.

Please note: If you are making a complaint on behalf of a patient, written consent from the patient (or Next of Kin/authorised representative if patient is deceased) will be required for us to fully respond to your complaint.

If you are not content with our response to your complaint please tell us so that we can review your case. If after the review you are still unhappy with the outcome you can seek independent investigation of your complaint from the Parliamentary and Health Service Ombudsman. You can also view the NHSE/I guidance.

Further information:

  • Complaints and concerns procedure
  • Complaint investigation policy

Make a complaint form

  • Details of patient

  • Please note: Consent from the patient/or an authorised person will be required in order for any feedback to be shared

  • DD slash MM slash YYYY
  • Service provided by NWAS

  • Details of incident

  • Details of enquirer

  • Please note: if you are making a complaint on behalf of a patient, written consent from the patient (or Next of Kin/authorised representative if patient is deceased) will be required for us to fully respond to your complaint. Please contact [email protected] for any further information required when raising a complaint.

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Contact us

General enquiries

0345 112 0999 To call general enquiries, click this link or dial 0345 112 0999

This number should NOT be used to contact us in an emergency. In an emergency dial 999 immediately or for non-urgent medical advice call NHS 111.

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