Patient Experience Quarterly Report · “Telelink called paramedics.” (Patient 131 – SLM area - South Bedfordshire). “The 111 service said that an ambulance would be sent for

EEAST: report title Date, version

Patient Experience Quarterly

Report:

Emergency Clinical Advice & Triage Centre –

Continuous Survey

Author: Tessa Medler, Patient Experience Facilitator

Report Period: 1st December 2016 to 28th February 2017

Date of Report: October 2017

Page 1 of 29

Results for December 2016 to February 2017

Introduction

This survey aimed to establish patient satisfaction with the Emergency Clinical Advice and Triage (ECAT) provided by the East of England Ambulance Service NHS Trust (EEAST). This report summarises the results of the continuous monthly ECAT survey and focuses on the period from the 1st December 2016 to the 28th February 2017.

Objective

The objective of this survey was to establish patient satisfaction with the Trust’s Emergency Clinical Advice and Triage (ECAT) provided by the EEAST and to involve patients in the service they received, whilst also monitoring the quality of service provided.

Sample

This survey sampled patients who had used the Trust’s Emergency Clinical Advice and Triage (ECAT) over the period from the 1st December 2016 to the 28th February 2017. 450 questionnaires were sent to a random sample of patients who were asked to provide feedback on the service provided and 79 responses were received. This equates to a 17.6% response rate.

The format of this report is in accordance with the operational areas within the Trust and is grouped

into the following 3 areas:

Norfolk, Suffolk & Cambridgeshire = (NSC)

Bedfordshire & Hertfordshire = (Beds & Herts)

Essex = (Essex)

Page 2 of 29

Completion

Q1 – How likely are you to recommend the ambulance service to friends and family if they needed similar care or treatment?

Response

Operational Area

NSC Beds & Herts

Essex Total

Extremely likely 24

(77.4%) 11

(61.1%) 19

(73.1%) 54

(72.0%)

Likely 3

(9.7%) 3

(16.7%) 0

(0.0%) 6

(8.0%)

Neither likely nor unlikely 0

(0.0%) 1

(5.6%) 5

(19.2%) 6

(8.0%)

Unlikely 0

(0.0%) 2

(11.1%) 1

(3.8%) 3

(4.0%)

Extremely unlikely 4

(12.9%) 1

(5.6%) 0

(0.0%) 5

(6.7%)

Don’t know 0

(0.0%) 0

(0.0%) 1

(3.8%) 1

(1.3%)

Total number of responses 31 18 26 75

No reply to question 1 2 1 4

NHS England guidelines now state that the FFT score should move away from a net promoter scoring system (Subtracting the proportion of respondents who provided ‘neither likely nor unlikely,’ ‘unlikely’ and ‘extremely unlikely’ responses from the proportion of patients who provided ‘extremely likely’ responses) and instead be replaced with the percentage of respondents that either would recommend/would not recommend the service (Recommend percentage = Extremely likely + Likely/Total number of responses x 100, Not recommend percentage = Extremely unlikely + Unlikely/Total number of responses x 100) 80.0% of patients who responded to this question and had used the Trust’s Emergency Clinical Advice and Triage Centre (ECATC) over the period December 2016 to February 2017 answered that they would either be ‘likely’ or ‘extremely likely’ to recommend the service to a friend or a relative.

Page 3 of 29

Bar chart illustrating the results of Q1:

Q2 – Whose views are being reported in this questionnaire?

Response

Operational Area

NSC Beds & Herts

Essex Total

Overall Key Performance

Indicator (KPI)

The view of the patient

23 (76.7%)

15 (83.3%)

18 (66.7%)

56 (74.7%)

44/55 (80.0%)

The view of someone acting on behalf of the patient

7 (23.3%)

3 (16.7%)

9 (33.3%)

19 (25.3%)

13/17 (76.5%)

Total number of responses

30 18 27 75 72

No reply to question 2 2 0 4 3

The Key Performance Indicator (KPI) is used as a method of calculating the overall satisfaction of the patient in relation to the service they have received. The KPI result is calculated by dividing the proportion of ‘very satisfactory’ and ‘satisfactory’ responses (numerator) by the overall number of responses (denominator), multiplied by 100.

Page 4 of 29

Results

Q3 – Was the ambulance service the first place you contacted for help with your condition?

Response Operational Area

NSC Beds & Herts

Essex Total

Yes (Go to question 5) 12

(38.7%) 7

(43.8%) 11

(40.7%) 30

(40.5%)

No (Go to question 3) 19

(61.3%) 9

(56.3%) 16

(59.3%) 44

(59.5%)



Q4 – Before contacting the ambulance service, where did you go to, or contact for help with

your condition? (tick ONE only – if more than one option applies, tick the last one you went

to, or contacted, before the emergency services).

(All answer types are listed, some multiple answers)

Response

Operational Area

NSC Beds & Herts

Essex Total

An NHS walk-in centre 0

(0.0%) 0

(0.0%) 0

(0.0%) 0

(0.0%)

An A&E department 0

(0.0%) 0

(0.0%) 0

(0.0%) 0

(0.0%)

A Minor Injuries Unit (MIU) 0

(0.0%) 0

(0.0%) 0

(0.0%) 0

(0.0%)

An Urgent Care Centre (UCC)

1 (4.5%)

0 (0.0%)

0 (0.0%)

1 (2.0%)

A GP out of hours service 2

(9.1%) 0

(0.0%) 0

(0.0%) 2

(3.9%)

A local GP surgery 5

(22.7%) 2

(22.2%) 4

(20.0%) 11

(21.6%)

The NHS 111 telephone service

14 (63.6%)

4 (44.4%)

10 (50.0%)

28 (54.9%)

Somewhere else (please describe below)

0 (0.0%)

3 (33.3%)

6 (30.0%)

9 (17.6%)



Page 5 of 29

Example of comments received from the patient who responded ‘somewhere else’ in answer to this question can be found below: December

“Dialled 999 as I felt it was urgent.” (Patient 84 – SLM area - South East Essex).

“I went to my own GP 3 times regarding the same problem, but when my problem became

out of control with agonising pain and I deteriorated, I had no option other than to call.”

(Patient 54 – SLM area - West Essex).

“Telelink via neck pendant.” (Patient 131 – SLM area - South Bedfordshire).

“Police first then they requested one for me.” (Patient 133 – SLM area - North East

Hertfordshire).

“Yousd bleep.” (Patient 115 – SLM area - West Norfolk).

“My husband pressed his careline pendant for help, they contacted the ambulance service.”

(Patient 71 – SLM area - North Essex).

January

“Rang daughter.” (Patient 74 – SLM area – East Norfolk).

“I live in sheltered housing, pull cords are connected to Cannock Chase area council. They

contacted you on my behalf.” (Patient 101 – SLM area – West Essex).

“My husband and then my daughter who lives next door who then rang the ambulance

service.” (Patient 136 – SLM area - West Essex).

“Double appointment the next day.” (Patient 117 – SLM area – East Norfolk).

February

“My carer called on my behalf.” (Patient 42 – SLM area - South Cambridgeshire).

“999.” (Patient 37 – SLM area – South Cambridgeshire).

“Care line - sheltered accommodation.” (Patient 4 – SLM area – West Hertfordshire).

Page 6 of 29

Q5 – Why did you call the emergency service following your contact with the service above? (tick all that apply)

Response

Operational Area

NSC Beds & Herts

Essex Total

The service above referred me to the emergency services

14 (58.3%)

5 (71.4%)

9 (52.9%)

28 (58.3%)

I couldn’t contact the service above

1 (4.2%)

1 (14.3%)

0 (0.0%)

2 (4.2%)

I couldn’t get an appointment 0

(0.0%) 0

(0.0%) 0

(0.0%) 0

(0.0%)

The wait for the service above was too long

1 (4.2%)

0 (0.0%)

1 (5.9%)

2 (4.2%)

I was not satisfied with the help I received

0 (0.0%)

0 (0.0%)

0 (0.0%)

0 (0.0%)

My condition became worse 6

(25.0%) 0

(0.0%) 2

(11.8%) 8

(16.7%)

A different reason (please describe below)

2 (8.3%)

1 (14.3%)

5 (29.4%)

8 (16.7%)



Example of comments received from the patients who responded ‘a different reason’ in answer to this question can be found below: December

“Weekend no doctors available.” (Patient 84 – SLM area - South East Essex).

“Telelink called paramedics.” (Patient 131 – SLM area - South Bedfordshire).

“The 111 service said that an ambulance would be sent for me.” (Patient 99 – SLM area -

South East Essex.

“As I told the police I was hurt and he said he would call an ambulance for me.” (Patient 133

– SLM area - North East Hertfordshire).

“I was refused help.” (Patient 30 – SLM area - South Cambridgeshire).

“I had broken ankle.” (Patient 124 – SLM area - East Norfolk).

“My husband had a fall at 3-10 am.” (Patient 139 – SLM area - Mid Essex).

Page 7 of 29

January

“I was choking.” (Patient 136 – SLM area – West Essex).

“The Dr was coming out surgery and cancelled ambulance service and decided I couldn’t

wait.” (Patient 119 – SLM area –West Hertfordshire).

“NHS 111 contacted the ambulance service after my call to them.” (Patient 13 – SLM area -

South East Essex).

February

“The district nurse called on my behalf.” (Patient 42 – SLM area - South Cambridgeshire).

“Asking so many questions it would have been better face to face not wasting time on the

phone.” (Patient 37 – SLM area - South Cambridgeshire).

“I did not call the emergency service - I pressed my pendant to get help.” (Patient 4 – SLM

area - West Hertfordshire).

“I was advised to have a home visit by my doctor the next day as the ambulance service

was very busy.” (Patient 45 – SLM area - East Norfolk).

“I did not contact anyone - 111 must have contacted emergency service.” (Patient 25 – SLM

area - North East Hertfordshire).

Q6 – Before your call to the ambulance service, had you previously received advice /

treatment about the same condition or something related to it?


NSC Beds & Herts

Essex Total

Yes, within the previous week 10

(32.3%) 4

(25.0%) 4

(15.4%) 18

(24.7%)

Yes, between one week and one month earlier

3 (9.7%)

2 (12.5%)

5 (19.2%)

10 (13.7%)

Yes, more than a month earlier

3 (9.7%)

0 (0.0%)

5 (19.2%)

8 (11.0%)

No 14

(45.2%) 8

(50.0%) 11

(42.3%) 33

(45.2%)

Don’t know / can’t remember 1

(3.2%) 2

(12.5%) 1

(3.8%) 4

(5.5%)



Page 8 of 29

Q7 – What was the outcome of your call with the ambulance service?


NSC Beds & Herts

Essex Total

An ambulance crew or paramedic came (Go to question 11)

22 (73.3%)

10 (66.7%)

16 (72.7%)

48 (71.6%)

The ambulance service arranged an appointment with another health professional

2 (6.7%)

0 (0.0%)

3 (0.0%)

5 (3.0%)

You were advised to see another health professional / organisation (own GP, local walk-in centre, pharmacist)

2 (6.7%)

2 (13.3%)

2 (9.1%)

6 (9.0%)

You were given advice on how to care for yourself / the person you were calling for

2 (6.7%)

1 (6.7%)

0 (0.0%)

3 (4.5%)

You were reassured the concern was not life threatening

1 (3.3%)

2 (13.3%)

1 (4.5%)

4 (6.0%)

Other 1

(3.3%) 0

(0.0%) 3

(13.6%) 4

(6.0%)



Example of comments received from the patients who responded ‘other’ in answer to this question can be found below: December

“No ambulance came, instead my partner and myself were asked a million questions none

of which were advice I was in agony highly stressed and was told there was no ambulance.”

(Patient 54 – SLM area - West Essex).

“After being told to pack a bag and wait for the ambulance, two hours later I was informed

that it had been cancelled and that a GP was coming.” (Patient 99 – SLM area - South East

Essex)

“I was once again refused help.” (Patient 30 – SLM area – South Cambridgeshire).

“Initially advised an ambulance was required then was called back and advised there was a

delay at which point I was given advice over the phone and ambulance deemed not

necessary.” (Patient 47 – SLM area - North Essex).

Page 9 of 29

“Advice was given by a medical professional prior to ambulance arriving.” (Patient 18 – SLM

area - East Norfolk)

“I live on my own so they came to pick me and drop me on wheel chair.” (Patient 124 – SLM

area - East Norfolk)

“An ambulance was called but a 3 hour delay was advised 2 and a half hours later, a further

delay of 7 and a half hours was advised, so I arranged for alternative travel arrangements.”

(Patient 51 – SLM area - North Essex)

“I explained that my husband could take me to the hospital which would only take a few

minutes.” (Patient 13 – SLM area - South East Essex).

January

“Even though I was much better by the time they arrived they assessed me checked me

over a couple of times and assured me everything was ok.” (Patient 136 – SLM area - West

Essex)

“Crew came after Dr called it is very difficult to answer is it a matter of life and death.”

(Patient 119 – SLM area - West Hertfordshire)

“Ambulance and 2 crew requested and lifting chair only ambulance and 1 ambulance man

no good” (Patient 10 – SLM area – North East Hertfordshire)

“Paramedic contacted GP.” (Patient 10 – SLM area - North East Hertfordshire)

“I explained that my husband could take me to the hospital which would only take a few

minutes.” (Patient 13 – SLM area - South East Essex)

“Paramedics called gp and got appointment with GP within the hour for me.” (Patient 101 –

SLM area - West Essex)

Page 10 of 29

February

“People who were working for me became very concerned about me and called the

ambulance service, when then called me back and asked to speak to me the "patient".”

(Patient 121 – SLM area – East Suffolk)

“The duty doctor said you need a test for infection so see a doctor the next day but I couldn’t

get to see.” (Patient 37 – SLM area - South Cambridgeshire)

“I was in a great deal of pain and could hardly walk.” (Patient 56 – SLM area West

Hertfordshire)

“Waited 7 hours for ambulance went to A&E.” (Patient 24 – SLM area West Suffolk)

Page 11 of 29

Q8 – If you were treated over the phone was it possible to follow the advice given?


NSC Beds & Herts

Essex Total

Yes 3

(23.1%) 2

(28.6%) 4

(30.8%) 9

(27.3%)

No (please explain below) 3

(23.1%) 1

(14.3%) 1

(7.7%) 5

(15.2%)

N/A 7

(53.8%) 4

(57.1%) 8

(61.5%) 19

(57.6%)



Example of comments received from the patients who responded to this question can be found below: December

“No advice for my unknown condition just a million different questions which weren’t

applicable nor of any help to the advisor.” (Patient 54 – SLM area - West Essex).

“Ambulance delay considered too long.” (Patient 51 – SLM area – North Essex).

January

“I have trouble understanding all the terms, medical for example, and so advice over the

phone is not a good idea.” (Patient 75 – SLM area - West Hertfordshire).

“The operators did not seem to understand they were not English no wonder they sent

wrong ambulance.” (Patient 10 – SLM area - North East Hertfordshire).

February

“I was questioned for at least 20 minutes about my condition and I was told it did not qualify

for an emergency ambulance, but I could take myself to the hospital if I wanted.” (Patient

121 – SLM area - East Suffolk).

“My carer called GP a district nurse was called then they called for an ambulance.” (Patient

42 – SLM area - South Cambridgeshire).

Page 12 of 29

Q9 – Which service did the ambulance service advise seeing / arrange an appointment with? (All answer types are listed, some multiple answers)


NSC Beds & Herts

Essex Total

A GP at your local doctor’s surgery

3 (21.4%)

3 (37.5%)

5 (38.5%)

11 (31.4%)

An out of hours service e.g. GP

1 (7.1%)

0 (0.0%)

1 (7.7%)

2 (5.7%)

Hospital including accident and emergency services

6 (42.9%)

1 (12.5%)

5 (38.5%)

12 (34.3%)

Community care service 0

(0.0%) 0

(0.0%) 0

(0.0%) 0

(0.0%)

Another health professional 1

(7.1%) 0

(0.0%) 0

(0.0%) 1

(2.9%)

Some other service (please describe below)

0 (0.0%)

0 (0.0%)

1 (7.7%)

1 (2.9%)

N/A 3

(21.4%) 4

(50.0%) 1

(7.7%) 8

(22.9%)



December

“We wasn’t told a service but just asked so many questions when I was in excruciating pain

questions what wasn’t helping the stressful situation for me, my partner and children.”

(Patient 54 – SLM area – West Essex).

“They arranged for a GP to visit.” (Patient 99 – SLM area – South Essex).

“District nurse also attended for catheter problem, decision taken not to send to hospital as

nurse managed catheter change and discharged urine to alleviate problems.” (Patient 18 –

SLM area – East Norfolk).

“Walk in centre.” (Patient 134 – SLM area – North East Essex).

“Was taken to hospital.” (Patient 139 – SLM area - Mid Essex).

January

“We know who to contact if we need help.” (Patient 10 – SLM area – North East

Hertfordshire).

“House visit by GP.” (Patient 74 – SLM area – East Norfolk).

“Went straight to A&E as told by the ambulance service.” (Patient 13 – SLM area – South

East Essex)

Page 13 of 29

Q10 – Did the ambulance service explain why an ambulance would not be sent on this occasion?

Response

Operational Area

NSC Beds & Herts

Essex Total

Yes 4

(57.1%) 3

(60.0%) 9

(75.0%) 16

(66.7%)

No 3

(42.9%) 2

(40.0%) 3

(25.0%) 8

(33.3%)



Q11 – Did you agree with the decision not to send an ambulance?


NSC Beds & Herts

Essex Total

Yes 6

(66.7%) 3

(60.0%) 6

(54.5%) 15

(60.0%)

No (please explain below) 3

(33.3%) 2

(40.0%) 5

(45.5%) 10

(40.0%)



Example of comment received from the patient who responded to this question can be found below: December

“There wasn’t enough ambulances and the wait was one hour. I was doubled over in excruciating pain and desperately needed assistance.” (Patient 54 – SLM area – West Essex)

“I had no say in the matter.” (Patient 99 – SLM area – South East Essex)

“I was in crisis and in desperate need of help.” (Patient 30 – SLM area - South Cambridgeshire)

“Ambulance arrived same time as the nurse.” (Patient 18 – SLM area – East Norfolk)

“Well I had broken ankle and was admitted to hospital.” (Patient 124 – SLM area – East Norfolk)

“Didn’t understand why there was to be a 10 hour delay.” (Patient 51 – SLM area – North Essex)

“Was told an ambulance wasn’t available or a paramedic.” (Patient 134 – SLM area – North East Essex)

Page 14 of 29

January

“I believe I should have been admitted to hospital because of the pain and discomfort.” (Patient 75 – SLM area – West Hertfordshire)

February

“Because I had been reassured that my problem was not bad enough to send my by emergency ambulance.” (Patient 121 – SLM area – East Suffolk)

“Had to take a taxi as the ambulance didn’t arrive.” (Patient 56 – SLM area – West Hertfordshire)

“We rang 111 and a doctor was sent.” (Patient 51 – SLM area – West Suffolk)

Q12 – Was another health professional contacted with 48 hours about the same condition?

Response

Operational Area

NSC Beds & Herts

Essex Total

Yes 16

(57.1%) 4

(33.3%) 12

(46.2%) 32

(48.5%)

No (Go to question 13) 12

(42.9%) 8

(66.7%) 14

(53.8%) 34

(51.5%)



Page 15 of 29

Q13 – If yes, which health professional was contacted? (All answer types are listed, some multiple answers)


NSC Beds & Herts

Essex Total

Ambulance service via 999 0

(0.0%) 0

(0.0%) 2

(12.5%) 2

(4.8%)

A GP at your local surgery 8

(40.0%) 3

(50.0%) 3

(18.8%) 14

(33.3%)

An out of hours GP or other out of hours service

1 (5.0%)

0 (0.0%)

3 (18.8%)

4 (9.5%)

NHS 111 / NHS Direct 4

(20.0%) 2

(33.3%) 1

(6.3%) 7

(16.7%)

Hospital including accident and emergency services

3 (15.0%)

0 (0.0%)

4 (25.0%)

7 (16.7%)

Community care services 1

(5.0%) 0

(0.0%) 0

(0.0%) 1

(2.4%)

Some other health professional

3 (15.0%)

1 (16.7%)

3 (18.8%)

7 (16.7%)



Example of comments received from the patients who responded to ‘some other health professional’ in answer to this question can be found below: December

“I got an emergency appointment privately with my urologist who immediately sent me to hospital and they was expecting me in A&E. I was admitted to hospital.” (Patient 54 – SLM area - West Essex)

“A GP finally arrived 7 hours after the initial call and community nurse 7 hours after him!” (Patient 99 – SLM area - South East Essex)

“District nurse.” (Patient 18 – SLM area – East Norfolk) January

“Double appointment the next day.” (Patient 117 – SLM area – East Norfolk)

“Bad communication between call centre and ambulance crew.” (Patient 10 – SLM area – North East Hertfordshire

“Mental health team.” (Patient 66 – SLM area – West Essex) February

“Emergency app: Said I had a chest infection and prescribed anti-biotics, which I was able to pick up at the local pharmacy the same day.” (Patient 121 – SLM area – East Suffolk)

Page 16 of 29

Q14 – Overall, how would you describe the service you received from the ambulance

service?


NSC Beds & Herts

Essex Total

Very satisfactory 25

(80.6%) 12

(75.0%) 17

(63.0%) 54

(73.0%)

Satisfactory 1

(3.2%) 1

(6.3%) 3

(11.1%) 5

(6.8%)

KPI Result (Very satisfactory + satisfactory/Total number of responses)

26/31 (83.9%)

13/16 (81.3%)

20/27 (74.1%)

59/74 (79.7%)

Fairly satisfactory 1

(3.2%) 2

(12.5%) 2

(7.4%) 5

(6.8%)

Unsatisfactory 1

(3.2%) 0

(0.0%) 4

(14.8%) 5

(6.8%)

Very unsatisfactory 3

(9.7%) 1

(6.3%) 1

(3.7%) 5

(6.8%)



59 (79.7%) of patients who responded to this question and had used the Trust’s Emergency Clinical Advice and Triage (ECAT) over the period December 2016 to February 2017 rated the service received as being either ‘satisfactory’ or ‘very satisfactory’. Bar chart illustrating the results of Q14:

Page 17 of 29

Additional Comments

December

Patient Number

SLM area Positive comments

84 South East

Essex Arrival was prompt paramedics were professional thorough, calm very helpful throughout our thanks to them.

131 South

Bedfordshire I was in a lot of pain and they were very kind and considerate.

5 North East

Hertfordshire The ambulance crew were excellent caring, understanding and made the best effort to reassure me. They were amazing.

8 West

Hertfordshire Very good.

124 East Norfolk

I had accident at home and broke foot three places my ankle bone, I dialled 999 and they came to get me they were extremely polite and helpful. I could not walk, they closed my house and took me to the hospital. They are very polite and helpful and very good nature. I was very pleased and happy they deal with patients.

13 South

Cambridgeshire

I called the ambulance service twice in December and was admitted to hospital both times. The service and crew were excellent on both occasions.

71 North Essex Sorry do not know their names little paramedics and out of hours Dr were very helpful and understanding and I am extremely grateful to them please convey my thanks to the paramedics.

139 Mid Essex We cannot fault the service the callers called us back three times to check on (name) during our wait. Cannot praise the ambulance crew enough they were excellent and very caring.

Patient Number

SLM area Mixed/Neutral comments

99 South East

Essex

I felt very frustrated when I was told that the ambulance was not coming. I was in a lot of pain and scared. I had recently had a hip replacement which was painful, but the impacted bowel gave me even more pain and I could not even wee any more. At 2 am I had resigned myself that nobody was coming but suddenly 2 nurses appeared. The community nurses were very good they were caring and explained what was happening to me. They called on me daily for the next few days.

51 North Essex

I subsequently understood why the large delay was indicated, when attending A&E by different means later that evening/morning of tue/wed 3/4th January 2017. There was a large back log of patients in ambulances waiting to be taken into A&E reception (counted 6 ambulances present but with more than 6 patients on trolleys waiting in reception corridors). Thus ambulance could not discharge patients quickly enough to return out and pick up further ambulance emergency 999 calls. I therefore think that increased services should be applied to A&E in times of overloading.

Page 18 of 29

Patient Number

SLM area Negative comments

30 South

Cambridgeshire

The clinician I spoke to was dismissive and rude and had a don’t care attitude. She also refused to help. This led to a suicide attempt which unfortunately didn’t work.

134 North Essex

Slightly unimpressed that a result by 111 service was re-evaluated and cancelled and advised to an ECG carried out at a walk in centre. Walk in centre were shocked that this advice was given over the phone to someone with shallow breathing rapid pulse and mild chest pain.

January

Patient Number

SLM Area Positive comments

136 West Essex The paramedics who attended me were wonderful, especially the one who kept telephoning and checking what was happening while I was waiting for the ambulance to arrive.

119 West

Hertfordshire

Unable to get ambulance straight away as I couldn’t say it was a matter of life and death. Dr came in and got ambulance blue light. Ambulance crew superb. Taken to A&E my husband was on trolley for approx. 6 hours my sons were there. We have no complaints all patients were being monitored all the time. The press give the wrong impression no one was left to die!! Simply no beds and too many people. A few more chairs would be good!! Please thank everyone for their help. No complaints well done.

8 West Norfolk

I received very good service from the paramedics, they came really quickly and examined me and got me to A&E promptly I went to hospital on the 3rd of Jan, I was very poorly with sepsis and blood urine culture E.coli so well done. Paramedics you helped save my life thank you.

32 North East

Hertfordshire Excellent.

105 East Norfolk The service from the ambulance crews has been excellent.

74 East Norfolk First class treatment.

27 Mid Essex

I found the staff very efficient caring and have no reason but to thank them, I know that the ambulance service is very busy, but I didn’t get off the trolley for at least 4 hours and allocated a hospital bed.

116 Mid Essex The staff that came to me count have been more caring & considerate.

101 West Essex Very satisfied with prompt response time.

104 North

Cambridgeshire

The service I received was second to none. First class in every aspect. I was very agitated but they calmed me down very well and I felt a lot better afterwards.

78 South East

Essex

I have nothing but admiration for the ambulance teams and the work they do. As for recommending the service there is no alternative, sometimes they arrive quickly, other times you can wait hours.

Page 19 of 29

83 East Norfolk

The service was excellent son had Asperger’s and anxiety and both the practitioner on the phone and the paramedics that attended treated him with great sensitivity and respect. It was good to have contact to keep in touch with while waiting for ambulance and they understood and thorough assessment as well as reassuring us. Journey time long due to rush hour, shift kept agoraphobic child calm and assisted with him until booked in thank you.

133 North

Cambridgeshire

I was admitted to A&E on 15th Jan by an ambulance suffering from atrial fibrillation and was discharged on 16th Jan. I was unwell again on 18th Jan and my morning carer called the ambulance. Two staff attended and was with me for some considerable time assessing me fully. It was decided I was in a/f but not at the level that hospital admission was needed. The ambulance staff tried to phone my GP but the surgery was closed. My daughter had been called and was asked to phone the surgery at 2pm. when the GP phoned later he decided to increase my medication. GP visited next day. On both occasions I had excellent attention from the ambulance staff. My daughter was very reassured I had a mobile heart monitor being available and was told to ring again if my condition deteriorated.

Patient Number

SLM Area Mixed/Neutral comments

11 West Essex

Was a non-urgent care. I was unable to get out of the bath (my age 83) due to weak muscles probably lack of oxygen in the blood and high temperature. Ambulance member helped me out of bath and gave me a couple of tests; result was they decided to take me to harbour A&E because of my blood condition/temperature. Stayed there overnight and saw my doctor the next day. Had blood test there and subsequently at my surgery. All ok now I shall have showers from now on.

23 South East

Essex

My husband passed out while using the commode at 9:20 am I dialled 999 and was told a clinician would call me back within 20 minutes. I again rang 999 when no one had contacted me. The operator agreed I needed and said a clinician would ring me but didn’t know how long that would be. At around 11:30am the clinician rang and said an ambulance would be sent. At around 3:30pm the ambulance crew rang but said they busy and couldn’t give a time of arrival. They eventually arrived and 4:15pm my husband’s B.P was very low so they rang his G.P who said that was quite normal so having done all relevant checks they left.

13 South East

Essex

I telephoned 11 to ask for advice pain in my neck was getting worse following a car accident, wasn’t sure if I needed to have it checked the nurse reassured me that it would be better to make sure I had not damaged previous surgery. the ambulance service called me and asked if I felt able to go on my own, which I was more than happy to do. I did not expect an ambulance it was 111 who called them.

Page 20 of 29

Patient Number

SLM Area Negative comments

75 West

Hertfordshire

I did feel as if I had to wait too long and although somebody did call back it could have been sooner, I’m a 78 year old lady and at the time my neighbour rang you I was in a lot of discomfort and distress I do believe somebody could have called me earlier.

117 East Norfolk Treated so poorly after a difficult back to back labour by an unexperienced midwife a few days prior. NHS isn’t what it was at all.

10 North East

Hertfordshire

I write unlikely because even after making two calls on two separate days the wrong information was given to the ambulance service causing my husband who is quite ill to miss his appointment at QE2 supervisor at call centre said she knew who the two operators were and would deal with it.

121 South East

Essex

Called 999 early evening for my husband who has Parkinson’s and lower body dementia. Needed help quickly as unmanageable. I was extremely stressed and worried by his agitation and afraid for my safety. Ambulance finally arrived 4 o’clock in the morning by which time he had calmed down previously to this occasion - called ambulance was taken to A&E waited for some time saw triage who sent us home with no support or transport couple of days later received call from raid ward asking why we didn’t attend as they were waiting for us, you brought this up with ambulance crew when we arrived at hospital but they said had to go through triage. Completely unsatisfactory treatment for an old couple husband being 82.

149 Mid Essex When phoning the service, the list of questions seamed endless. And many absolutely irrelevant to our situation.

Page 21 of 29

February

Patient Number

SLM Area Positive comments

135 South East

Essex Excellent.

23 South East

Essex

The paramedics/ambulance staff were very good, thorough, reassuring, caring and cheerful. My husband was taken to A&E and was there for a week with pneumonia he is 85 and also had Parkinson’s disease.

51 West Suffolk Wonderful service we rang 111 and an excellent doctor gave me very good help and relief from the pain.

105 West Suffolk

The call and attitude I received, as always was second to none. I did not have to wait long-helped. I’m sure, by my notes and details being available to the initial phone call handlers. The ambulance crew were careful courteous and gave me a common sense reassurance which I truly appreciate, I can never find praise enough for the crews and their kind professional attention.

100 East Suffolk All the staff have been extremely pleasant and helpful allowing myself time to get organised and also helping me.

90 South

Cambridgeshire Polite call responder.

54 Waveney Very professional service received.

Patient Number

SLM Area Mixed/Neutral comments

42 South

Cambridgeshire

The paramedics were fine and good at their job, but on many occasions I have had to wait up to five hours to be collected on an emergency call. Then on arrival at hospital and left inside the ambulance for up to 2 hours. While in booked into A&E before being dropped off I am 84 and frail with severe ongoing problems I don’t think this has been a good outcome for me.

134 South

Bedfordshire

The patient in a care and nursing home, and is unable to complete this survey. I am a relative and a POA holder for her, unfortunately I was not present at this time of your call so cannot comment in any depth. I understand the situation was dealt with very satisfactory, I hope this helps.

Page 22 of 29

Patient Number

SLM Area Negative comments

37 South

Cambridgeshire

It’s not a restaurant or a shop anyone would want an ambulance if phoning 999 for a medical emergency. I won’t, I think I’ll phone for a taxi.

49 South

Bedfordshire

Ambulance was called and I was told they would come. 2 hours later I was called to be informed they would not be coming and that I should take my child to A&E myself.

56 West

Hertfordshire The ambulance never arrived after 4/5 hours.

24 West Suffolk

Ambulance service told me they were very busy and would get to my wife as soon as possible. If they had of told me it was going to be so long I would of gone to A&E before I did, outcome my wife spent 2 weeks in hospital with pancreatitis.

Page 23 of 29

Demographics and Equality and Diversity Information

Gender

Gender Total

Male 24

(46.2%)

Female 28

(53.8%)

Total number of responses 52

Declined to answer question 0

No reply to question 27

Age

Age Total

Range 4 to 99 years

Mean 68 years

Median 77 years

Mode 78 year




Ethnicity

Ethnicity Total

White British 48

(94.1%)

Ethnic Minority 3

(5.9%)




Page 24 of 29

Religion or Belief

Religion or Belief Total

Christian 38

(74.5%)

Hindu 1

(2.0%)

Jewish 0

(0.0%)

Muslim 1

(2.0%)

Sikh 0

(0.0%)

Buddhist 0

(0.0%)

None 10

(19.6%)

Other 1

(2.0%)




Sexual Orientation

Sexual Orientation Total

Heterosexual 35

(97.2%)

Lesbian 0

(0.0%)

Gay 0

(0.0%)

Bisexual 1

(2.8%)




Page 25 of 29

Disabilities (All answer types are listed, some multiple answers)

Disabilities Total

I do not have any disabilities 12

(17.1%)

Physical impairment 12

(17.1%)

Sensory impairment 6

(8.6%)

Long standing condition 19

(27.1%)

Learning disability 3

(4.3%)

Mental health disorder 8

(11.4%)

Other 10

(14.3%)




Example of comments received from patients who responded ‘other’ in answer to this question can be found below:

“Arthritis.” (Patient 131 – SLM area – South Bedfordshire)

“COPD.” (Patient 126 – SLM area – North Essex)

“Cannot walk.” (Patient 124 – SLM area – East Norfolk)

“Kidney stones.” (Patient 51 – SLM area – North Essex)

“Multiple Sclerosis.” (Patient 136 – SLM area – West Essex)

“Vascular dementia.” (Patient 87 – SLM area – Waveney)

“Parkinson’s disease.” (Patient 23 – SLM area – South East Essex)

“Diabetic.” (Patient 74 – SLM area – East Norfolk)

“COPD.” (Patient 121 – SLM area – East Suffolk)

“Heat/asthma/catheter.” (Patient 42 – SLM area – South Cambridgeshire)

Page 26 of 29

Are you married or in a civil partnership? (All answer types are listed, some multiple answers)

Married/Civil partnership Total

Yes, I am married or in a civil partnership

25 (50.0%)

No, I am not married or in a civil partnership

20 (40.0%)

Other 5

(10.0%)




Example of comments received from patients who responded ‘other’ in answer to this question can be found below:

“Widowed.” (Patient 51, Patient 133 and Patient 96)

“Co-habit.” (Patient 43)

“Long term partner.” (Patient 51) Are you currently pregnant or had a child within the last twelve months? (All answer types are listed, some multiple answers)

Pregnancy/had a child within last 12 months

Total

No, I am not pregnant 35

(76.1%)

No, I do not have a child under 12 months old

10 (21.7%)

Yes, I am currently pregnant 0

(0.0%)

Yes, I have a child under 12 months old

1 (2.2%)




Page 27 of 29

Are you or have you been undergoing gender reassignment?

Gender Reassignment Total

Yes, I am currently going through gender reassignment

1 (2.5%)

No, I have not or am not currently undergoing gender reassignment

39 (97.5%)




Did you require any of the following information in a different format to assist you with access to the service? (All answer types are listed, some multiple answers)

Disabilities Total

I did not require a different format 23

Braille 0

(0.0%)

British Sign Language (BSL) interpreter

0 (0.0%)

Browse aloud (Website) 0

(0.0%)

Deafblind advocate 0

(0.0%)

Deafblind interpreter 0

(0.0%)

Easy Read 0

(0.0%)

Large Print 2

Page Magnification (Website) 0

(0.0%)

Text only web page (including ability to change colours)

0 (0.0%)

Text only web page (including ability to change font size)

0 (0.0%)

Text re-sizing (Website) 0

(0.0%)

I do not wish to declare 0

(0.0%)




Page 28 of 29

Impact on the service received

Impact on Service Total

No 40

(93.0%)

Yes, in a positive way 1

(2.3%)

Yes, in a negative way 2

(4.7%)

Total 43

Did not answer 36

40 patients felt that the service they received was not affected by any of the aforementioned strands of diversity. One patient responded that the service they received was affected in a positive way and two patients responded that the service they received was affected in a negative way. 36 patients did not answer this question. Aftercare Following this survey; six surveys containing comments of concern together with three letters of appreciation were received. Any correspondence received was passed to the Patient Experience department (Bedford) for further action as appropriate.

Documents

Patient Experience Quarterly Report · “Telelink called paramedics.” (Patient 131 – SLM area - South Bedfordshire). “The 111 service said that an ambulance would be sent for