Press release: Patients praise 'excellent care and service' in latest survey

Staff with patient in ambulance

Press release issued to all media and published on the Trust website.

Ambulance staff have been praised for helping to exceed expectations in a survey of 999 patients.  

Just over 98% of respondents from across the region said that what they expected should happen was exceeded or met, and nearly 100% said staff attitude towards them was very satisfactory.    

The survey also revealed 87.5% were very satisfied about how their 999 call was handled, and 92.9% were very satisfied with their medical treatment. Patients are surveyed every month by the Patient Experience Team and in this January survey, 131 people responded to questions covering what medical care contact they'd had before calling 999, the wait   for an ambulance response, behaviour and attitude of those who attended them, cleanliness, and expectations.    

The results were welcomed by Chief Executive Dr Anthony Marsh: "For patients to take the time to say how pleased they were with the treatment, many of whom were seriously ill when they needed us, is wonderful.

"It also a fantastic reflection of our excellent staff; I am very proud of them and clearly they are giving high standards of care to patients day in, day out. 

"Patient care isn't just about being able to treat someone, it's about attitude, behaviour and making patients feel better in their hour of need."    

Patient comments included:

We would like to thank the ambulance staff for the care I received, my family felt reassured by their professionalism.

Excellent care and service.

The ambulance staff were excellent, the care and attention they gave us was very much appreciated. On each occasion I have used the service they have arrived quickly and have been very caring and reassuring.

Elsewhere in the survey, 19.7% respondents felt that improvements could be made around how involved they were in making decisions about their care, and 7.6% said a little more could be done to have care and treatment explained in a more understandable way.

Dr Marsh added: "As with any of our patient feedback, we can see straight away where we are doing well and what areas need improving, and take away some good learning points for our ongoing professional development and training.” 

You can visit to view a PDF of the survey report.

Published 24th April 2014 

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