No emergency after good feedback for ambulances


Ninety-two per cent of ambulance patients are satisfied with the service they have received.

South East Coast Ambulance Service NHS Foundation Trust (SECAmb) patients have shown their support of the Trust’s Patient Transport Service (PTS) in surveys carried out throughout last year.

SECAmb’s PTS team conducts a patient experience survey every three months and each survey throughout 2013 showed very high satisfaction levels among the 3,000 randomly selected patients questioned each time across the areas SECAmb provides the service in Sussex and Surrey. Some 92 per cent of patients who responded said they were satisfied or very satisfied with the service they have received. In addition one in nine patients said they would be likely to recommend the service, and 97 per cent of those surveyed found the transport staff friendly and helpful.

Another area SECAmb asked patients’ views on was whether or not they arrived on time for their appointment. While 80 per cent of those surveyed felt that they had arrived on time SECAmb and the PTS team is keen to improve on this figure. SECAmb provides the patient transport service across Surrey and Sussex. The Trust was awarded the Sussex contract to provide routine transport for patients attending and returning home from hospital appointments in Sussex in April 2012 and awarded the contract for Surrey patients in October 2012.

Interim head of patient transport services at SECAmb Rob Mason said, “We’re pleased that the huge majority of patients surveyed are either satisfied or very satisfied with the service they’ve received. This is entirely due to the commitment, dedication and care provided by our staff. The last year has been extremely busy and challenging for all our staff and, while the results are encouraging, we’re not complacent and very keen to make further improvements to what is an extremely important service for many people across our region.”