High scores for patient experience

Staff with patient on stretcher at accident and emergency

The Trust has been praised by patients who used the service in December, with 83% saying they would be extremely likely to recommend the service to friends and family.

The 130 patients who responded were asked for their views on the service they received in December; respondents were asked to rate the way the Trust handled their call, and covered whether the ambulance staff introduced themselves, and if they were treated with dignity, respect and privacy.

Some of the highlights of the report are:

  • Norwich HEOC achieved 100% of patients or service users who were ‘very satisfied’ or ‘satisfied’ with the handling of their call.
  • On the care they received from ambulance staff, 99% of patients and service users said they were ‘very satisfied’ or ‘satisfied’.
  • Around 98% of patients or service users described the attitude of ambulance service staff as being very professional.

Chief Executive Anthony Marsh said: “These results are excellent and I would like to thank all staff for their efforts. It is especially pleasing to achieve such high ratings during the month of December when we are coping with high levels of patient demand, winter pressures and the Christmas festive period. Well done to you all.”

The full results of the December survey can be found on East24.

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