Patient Experience - London Ambulance Service
The information presented within this report reflects the individual patient experience of London Ambulance services, untainted and without agenda to ensure that the genuine observations and commentaries of the community are captured. Healthwatch Ealing presents this as factual information to be considered and utilised to improve service provision and highlight areas of good practice.
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Key Information
In January 2023, Healthwatch Ealing developed a survey with five other local Healthwatch organisations run by Your Voice in Health and Social Care (YVHSC). The survey covered 3 main elements – 999, 111 and working with partners with questions very closely aligning to the issues outlined by LAS in the project brief provided to Healthwatch.
Findings
Reviews:
- A patient that used the 999 service in the last 12 months said, “The ambulance was slow to arrive. Waiting time was 4+ hours. However, the care I received was great and the ambulance staff made up for this".
- A patient that used the 111 service more than 12 months ago said the handlers of calls listen well. “They do a good job of comfort and explanation, so that patients feel less scared. But it can take many hours to get a call back.”
- A patient that used the 111 service in the last 12 months said, “They do need to hire more call handlers. Called about my child and they were very reassuring and I got my son the help and treatment he needs. She was a lovely lady ”
