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Callers’ views vital to drive ambulance service improvements

The London Ambulance Service will be carrying out a survey early next year to find out what people who call 999 think about the care they receive. The results will help the Service see where it performs well and to identify any areas where there is room for improvement.

The survey will focus on callers who have been treated or given advice over the telephone rather than those who received a visit from the ambulance service. Callers may later be contacted by an independent research agency by telephone asking for their views. All interviews will be short and undertaken in the strictest confidence. Questions will cover the quality of care received, communication with ambulance service staff, information and advice given and overall experience of the service.

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). The survey is part of a commitment to design a health service around the needs and priorities of patients and service users, 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.

Participation will be optional: it will not be possible to identify anyone taking part, but if someone chooses not to participate it will not affect their NHS care in any way.

Anyone who doesn’t want to be invited to participate should please email [email protected] or telephone 020 3069 0222.

The results of this survey will be published in 2014 on the Care Quality Commission’s website
The results will not allow any individual person’s answers to be identified.

Director of Nursing and Quality, Steve Lennox says: “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.”

For any general questions about the survey, please contact researchers at the NHS Patient Survey Co-ordination Centre on 01865 208127.