Helping to shape local ambulance services
Today we have launched our latest report on the London Ambulance Service, publishing your views and experiences of care.
We spoke to over 90 local residents and around half had used the London Ambulance Service in the last year.
You spoke up about what changes you thought needed to happen to improve the service and make care not only better, but safer for patients.
What you told us
You shared that you felt faster response times were essential. You also felt that supplementary support for vital for older and more vulnerable patients.
To improve care, handovers between ambulances and hospital staff needed to improve. Ambulance staff needed to spend less time waiting at hospital to hand patients over to be able to improve response times to emergency calls.
You also felt improvements needed to happen in primary care - as people who were unable to see their GP were turning to urgent and emergency care instead. To support with this you felt there needed to be more information to improve public understanding of which service to use.
Finally you also told us that you wanted to see better pay and conditions for staff, allowing them to increase recruitment and retention levels to reduce the burden.
Needed an ambulance for a mental emergency, but was told I needed to phone the police. When the police arrived, they told me to call for an ambulance - which never came.
Feedback to the London Ambulance Service
Our report highlights the areas that the London Ambulance Service are getting right, including good and timely service for a mother with her baby and help with emergency dental appointments.
We have also passed on your views on how the service can improve emergency care, including:
- Quicker response times
- Systems to identify the least-busy hospitals
- Greater awareness of what information the caller needs to give on the phone
- Training for staff on customer service and mental health
We have also passed on your views on how the London Ambulance Service could make better use of translators, as well as provide training for staff to be aware of cultural differences and needs.
The London Ambulance Service have been provided with this information to help shape their review to ensure their five year plan meets your needs.
Want more information?
Then check out our full report for more information on our findings and the information we have passed on to the London Ambulance Service.
