“The ambulance team was fantastic, I am unable to rate them highly enough”: patients give us their feedback

The Trust has experienced an improvement in patient satisfaction levels, according to the latest survey.

All patients and carers who answered our emergency services questionnaire in August rated the service they received as “very satisfactory” or “satisfactory”. The results show that 91% of respondents in August rated their experience of the Trust as “very satisfactory”, compared with 79.3% for the same period last year.

Ninety-nine percent said the attitude of ambulance service staff was “very professional” and 98% said the service they received exceeded or met their expectations. This is compared to the 93.9% of patients in August 2013 who said the service met or exceeded their expectations.

And that’s not all - Healthwatch Norfolk published the results of its survey into people’s attitudes to and experience of the 999 ambulance service in Norfolk this week, and what stands the most is the high-levels of trust, respect and satisfaction that people in Norfolk have for frontline ambulance staff (90% of people were either satisfied or very satisfied).

Chief Executive Anthony Marsh said: “Patient feedback is essential for our ambulance service to ensure that we know what we are doing well and what we can learn from.”

“It is a testament to the commitment and hard work of you, our staff, that so many patients highly rate the standard of services we provide. Thank you for everything you are doing to improve our service.

“We know there is more work to do to ensure that every patient is happy with our service and receives an appropriate response, but the improvements we’re making will help ensure the region has a first class ambulance service in years to come."

One patient said: “I was involved in an accident and was in shock and was constantly reassured and regular observations taken, and felt very safe and cared for.”

Another respondent said: “The ambulance team was fantastic, I am unable to rate them highly enough.”

Another patient said: “The ambulance staff were helpful at all times and showed kindness and concern for my condition during the whole experience.”

You can read the full story on the feedback survey on our website, along with the HealthWatch Norfolk report.

Published 20th November 2014