It is important to us that we provide a quality service which meets the needs of our patients which is why we need your help. We want to gather as much feedback – both good and bad – about your experiences with us, whether you’re a patient or the family/carer of a patient, so that we’re able to continue with the best parts and improve where we need to.
We collect feedback in a number of ways including surveys, focus groups, community engagement and our online complaints and compliments forms.
Staff love receiving messages of thanks – it really does mean the world to them that their patients take the time to thank them for the job they do.
If you’d like to send a message to the crew who came to you, you can complete the thanking staff form with as much information as possible.
Alternatively if you’d like to send a card or letter, please address these to the relevant area office address, depending on where in the North West you live. Please include as much information as possible, including the date and full address the ambulance was called to. This means we can identify the crew that came to you and we can make sure they (and their managers) receive your message.
If you were unhappy with your experience with us in anyway please do let us know so that we can continue to improve our service.
Please complete our ‘complaints’ form with as much detail as possible and a member of the Patient Experience Team will contact you to discuss your complaint in full so that we are able to carry out a full investigation. We will keep you up to date with the investigations, as well as agreeing timescales and what you would like to see happen as a result of 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.
Friends and Family Test
The Friends and Family Test (FFT) is a really important tool to help us understand patients’ experiences with us by asking the question ‘how likely are you to recommend our ambulance service to friends and family if they need similar care or treatment?’
The question is sent to a selection of our patients via postal surveys or SMS text message. For more information about FFT, go to https://www.england.nhs.uk/fft/.