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. - Credit: Archant Norfolk

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.

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.'


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