Talking with us

Our Patient Experiences team is the first point of contact for the following:

• Complaints
• Quality Alerts (incident reports about the Trust by other health and social care professionals)
• Requests for the records held by patients or their representatives – please see here

To find out more about recruitment and careers in the Service, see our Working with us page.

Answers to some commonly-asked questions

We’ve created FAQ documents for four of our most popular roles: Assistant Ambulance Practitioner, Emergency Call Handler, 111 Health Advisor and Newly-qualified Paramedic.

You can find these at the links below. This may answer a question you have – please take a look before you contact our recruitment team.

• Assistant Ambulance Practitioner
• Emergency Call Handler
• 111 Health Advisor
• Newly-qualified Paramedic

Or contact our recruitment department:

Tel: 020 3069 0260
Fax: 020 3069 0266
Email: [email protected]

Volunteers play a vital role across the NHS ‘donating’ millions of hours of their own time each year.

Volunteering for the London Ambulance Service is a great way to use the experience you have, as well as to learn new skills.

Find out more about volunteering in our Service.

For information on how to register your defibrillator with the LAS, advice on how to get a defibrillator and on joining the LAS Defibrillator Accreditation Scheme please contact our First Responder department by emailing: [email protected].

You can also learn more about the Accreditation Scheme by going to our dedicated Accreditation webpage by clicking here.

When someone suffers a cardiac arrest, the heart stops, blood is no longer being pumped around their body and they are clinically dead. The longer they go without emergency life-support, the harder it is to restart their heart.

A defibrillator is a machine used to give an electric shock to restart a patient’s heart when they are in cardiac arrest.

The London Ambulance Service’s Defibrillator Accreditation Scheme offers you formal guidance and support in buying, storing and using a defibrillator, which is safe and easy to use.

For organisations with a defibrillator, we offer emergency life support training: which includes familiarisation on defibrillators to help build confidence on using them as well as the signs and symptoms of heart attacks, how to do chest compressions, what to do when someone is choking and more.

For further information on this training, please email [email protected].

Our London Lifesavers initiative is bringing together Londoners who have being trained to help save lives – to connect them to one of our community alerting systems such as the GoodSAM app to try to save more lives in the capital.

Find out more about our London Lifesavers by clicking here.

Paramedic Sam explains what to do if you see someone suffer a cardiac arrest, including how to shock their heart to get it started again:

Should you have an enquiry regarding the how the London Ambulance Service prepares for events, need to contact the department or have general enquiry relating to the emergency preparedness, resilience or response please contact the EPRR Department at

Email:
[email protected]

Post:
Department for Resilience and Specialist Assets
Emergency Preparedness Resilience and Response Unit
London Ambulance Service NHS Trust
Units 1 & 2 Datapoint Business Centre
6 South Crescent
Cody Road
London
E16 4TL

If you have a media enquiry or want to arrange an interview or filming with our staff please contact our communications department.

Communications Department
London Ambulance Service NHS Trust
220 Waterloo Road
London SE1 8SD

Tel: 020 7783 2117
Fax: 020 7783 2120
Email: [email protected]

Our Charitable Fund

Our charity is split into two. One fund supports our staff by improving their working environment and the other helps fund our volunteer responder programmes – valuable additional response resources helping us go to the aid of those in need in the capital and provide the best care to our patients.

Find out more.

Thanking our staff

If you would like to send a card or letter to thank the staff that treated you, or to say thanks on behalf of someone else, please contact our staff recognition team.

Please note that visits cannot be arranged for members of the public.

If you are a healthcare professional and would like to arrange a placement, please email [email protected].

If you work for a government agency or official body, please contact our communications team on [email protected]

Please note that we are often very busy and unable to accommodate ride-outs with members of our staff.

Find out more about requesting observer’s shifts.

Our public education department can arrange for local members of staff to visit your community groups, schools or events to talk about our service and answer any questions you might have. Find out how to arrange a visit from us here.

Tel: 020 3069 0383
Email: [email protected].

Our legal services department deals with any enquires about coroners’ inquests including requests for call records and health records (including patient report forms), witness statements, staff attendance or attendance at inquests and civil claims against us.

Legal Services
London Ambulance Service NHS Trust
220 Waterloo Road
London SE1 8SD

Telephone: 020 7783 2105

Email: [email protected]

Please note, the Legal Services team are currently mostly working remotely. We would therefore ask you to contact us by email, which means we will be able to provide you with a quicker response.

If you need information for a police enquiry please contact:

Email: [email protected]
Telephone: 020 3069 0320

Solicitors can make enquiries and apply for call records and health records (including patient report forms) under the Data Protection Act 2018 and Access to Health Records Act 1990 in connection with a civil claim or criminal matter.

Find out more about how to make a solicitor’s enquiry.

Patient Experiences Department
London Ambulance Service NHS Trust
HQ Annexe
8-20 Pocock Street
SE1 0BW

Tel: 020 3069 0229
Fax: 020 3069 0239
Email: [email protected]

Find out more about Freedom of Information requests.

For all research enquiries please contact the Research & Development Department via our Research page.

If you have been involved in a road traffic incident with one of our vehicles (where personal injury or damage has occurred)

Please contact your insurance company in the first instance.  Our insurer is QBE Insurance Group, Tel: 0808 100 8181. Our policy number is Y005086. If our staff have not left any details with you, even if they were unaware of the incident, you will need to report the matter to the Police in order to obtain a Crime Reference Number.

If you are concerned about the driving standards of our vehicles, including parking or if you have been involved in an altercation with our staff

Our staff are expected to adhere to the Highway Code and comply with Road Traffic Law. All our staff have a duty to protect the safety and wellbeing of other staff, patients, passengers and other road users. Driving without due care and attention is a criminal offence and as such, does not fall within the NHS complaints procedure.

Our crews – when parking on scene at an emergency call – will try to reduce any disruption to other road users or pedestrians when they park: but their priority is reaching patients as quickly and safely as possible.

Our Patient Experiences team can look into parking by our vehicles you deem inconsiderate, driving by our staff that you consider to be careless or inconsiderate, or if you have been involved in an altercation with our staff. Please complete the form on this page.

*We no longer accepts Patient Specific Protocols (PSPs).

If you wish to notify us of a new or revised care plan, you will need to contact your GP or clinician responsible for your care in order for them to enter this information on to Coordinate My Care (CMC) https://www.coordinatemycare.co.uk/

All our frontline clinicians have access to CMC via their tablets now and can quickly access up to date medical information about the patient they are attending and treat them accordingly.

Advice to patients with Addison’s disease/adrenal insufficiency
Patients with Addison’s disease/adrenal insufficiency have historically approached the Trust to register their details with us. Working in close cooperation with the Addison’s Disease Self-Help Group (https://www.addisonsdisease.org.uk/) we are now requesting these patients initially discuss their treatment plan with their GP or hospital clinician who will access CMC to add any care plan information.

We have a duty of care to ensure that a patient’s personal property is secured at the point of the incident and safely transported, with the patient, to the hospital.

To report any missing items see our Lost property enquiry page.

Our commercial income provides additional funding that supports improvements in our NHS services.

For more information on our Commercial Services and to ask any questions about how your company or organisation may be able to work with us please email the team using the below link.

Email our Commercial team

Find out more about Commercial opportunities on this page.

To contact the office of our Chief Executive Daniel Elkeles or Trust Board Chair Heather Lawrence OBE please use the below email addresses:

[email protected]

[email protected]