As you would expect, we are currently directing all our available resources to deal with the global outbreak of coronavirus (Covid-19), and consequently we will not be able to provide our usual complaint handling service. During this time we will be operating our phone line, 0345 112 6500, Monday to Friday 10am – 2pm (except bank holidays).
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.
Alternatively please complete the online form below. This form enables the Patient Safety 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.
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.