Ambulance service sees a rise in patient satisfaction

All patients and carers who answered an East of England Ambulance Service NHS Trust (EEAST) emergency services questionnaire in August rated the service they received as “very satisfactory” or “satisfactory”.

The results of the survey 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.

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.

“I am delighted that 100% of patients who responded to the survey were very satisfied or satisfied with emergency services at EEAST in August. It is a testament to the commitment and hard work of our staff that so many patients highly rate the standard of services we provide. I’d like to thank all the staff for everything they are doing to improve our service.

“The latest patient survey results show that satisfaction levels at the Trust are on the increase, but we know we have more work to do to continue the improvement.”

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.”

The Trust is always looking for patients to give feedback about their experience of the ambulance service - you can do this by calling 0800 028 3382 or by emailing eoeasnt.feedback@nhs.net