Ambulance Watch: Complaints drop by almost a third at 999 trust

An East of England Ambulance Service ambulance in Norwich. An East of England Ambulance Service ambulance in Norwich.

Wednesday, September 3, 2014
3:58 PM

The number of complaints against the region’s ambulance service have dropped by almost a third in the space of a year, according to new figures.

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Data from the Health and Social Care Information Centre revealed that the East of England Ambulance Service received 798 complaints in 2013/14, compared to 1,177 in 2012/13.

Compliments from patients and their families are on the up after the trust received 1,389 letters, emails, and calls praising services in 2013/14, compared with 1,193 compliments the previous year.

Anthony Marsh, CEO, said: “We have been working hard to improve our service to patients and this is another encouraging sign that things are getting better. As we recruit hundreds of new front-line staff, as well as up skill our existing staff the service and response to patients will continue to improve.

“We welcome comments, and it is pleasing that the number of people thanking us for the service we provided has risen whilst complaints have fallen. This is thanks to the hard work and dedication of our staff, who work exceptionally hard often in the most difficult circumstances.”

2 comments

  • There will be a significant drop as these complaints are now logged as incidents, to make the figures better, general public don't be fooled, the EDP needs to investigate deeper !!!

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    Wife

    Wednesday, September 3, 2014

  • Shame then we have a stupid Government that allows Ambulance Trusts to be fined Millions of Pounds , simply because they cannot meet all Response times. I would love to see those people who issue the fines drive an Ambulance through the Countryside and City Centres, Town centres at high speed, then save people lives. People lives come first and it is the dedication and compassion of all Ambulance Paramedics and other staff that keep this service going. The money from the fines could be spend on more staff, more Ambulances to help save more lives. Life is not all about Targets and that doesn't just simply apply to the Ambulance Trust either.

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    che bramley

    Wednesday, September 3, 2014

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