Survey of people who have used ambulance service

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Patients who have been treated or given advice over the phone by the region’s ambulance service are being surveyed about the care they received.

The East of England Ambulance Service NHS Trust (EEAST) survey will focus on callers who did not receive a visit from an ambulance clinician and were instead assessed and cared for by staff on the clinical support desk.

Questions will cover the quality of care received, communication with ambulance service staff, information and advice given and overall experience of the service. The results will help EEAST see where we perform well and to identify any areas where there is room for improvement.

This is the first national survey of its type and almost every NHS ambulance trust in England is included as part of a national programme led by the Care Quality Commission (CQC). It will help services with their commitment to designing a health service around patient priorities and need, and to take account of their feedback and views. It signals the value and importance of listening to the people who use services to drive improvement.

The survey is being done by an independent research agency over the phone asking for their views. All interviews will be short and undertaken in the strictest confidence.

The results of this survey will be published in 2014 on the CQC’s website http://www.cqc.org.uk/public/reports-surveys-and-reviews/surveys. The results will not allow any individual person’s answers to be identified.

John Martin, EEAST’s Director of Clinical Quality, said: “We hope that people will take the time to help us and the Care Quality Commission with this survey. Their views are vital in helping us to find out how we are performing and how we can improve. This is an excellent way for service users to help shape the services we provide in the future.”

If you do not want to be invited to participate, please contact the ambulance service by email patientsurvey@eastamb.nhs.ukor by telephone 01603 422801. If you have any general questions about the survey, please contact researchers at the NHS Patient Survey Co-ordination Centre on 01865 208127.