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.
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 – 12 noon (except bank holidays).
Where possible if you would like to make a complaint to the service, please complete the available online form.
Your concerns will be recorded and a member of staff will be in contact with you.
I would like to take this opportunity to thank you for bringing your concerns to our attention and thank you for your understanding and patience during this unprecedented time.
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.
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 ‘Overall, how would you rate your experience of using North West Ambulance Service?’
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/.