Steady improvements in survey data

Latest satisfaction results show the majority of patients would recommend North East Ambulance Service to their family and friends.

The trust has a range of ways of collecting data , including the monthly Friends and Family Test (FFT), which asks the same question – “Would you recommend the service to friends and family?” to patients who have used NHS 111, the Patient Transport Service (PTS) or have been seen and treated by Emergency Care crews but not taken to hospital.

The latest FFT results for June showed that 94.6% of see and treat patients said they would recommend the Emergency Care service. This is up from 84.2% in May and 90% in April.

One patient said the service was “absolutely first class and could not be faulted in any way” while another commended the staff member for his “care and concern”.

Meanwhile, 82.4% of patients said they would recommend PTS. This is down from 92.1% in May and 90% in April, which is, in part, being put down to a more even representation of patient feedback  from all geographical areas across the trust.

The majority of positive comments related to quality of care, timeliness and access, while negative comments also centred on timeliness and access, with collection times post appointment and pick up times being highlighted as particular areas of concern.

Over in 111, 92.3% of patients said they would recommend the service – up from 78.6% in May and 81.8% in April, however the number of responses decreased to just 5.2%. The process has been reviewed in a bid to improve this.

Mark Johns, Engagement Manager, said: “Promising returns from PTS and the Emergency Care have shown that the interventions we have put in place are starting to have an impact. However Emergency Care returns continue to be low and therefore we need to take them, along with the 111 results, with a little bit of caution.

“There are still improvements to be made to enable us to get more meaningful, reliable, data but I’m confident things are on the up.”

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