Survey reveals patients in East of England are satisfied with ambulance care received

Latest ambulance patient satisfaction figures from the East of England Ambulance Service NHS Trust (EEAST) reveal almost 100% of patients are happy with the care given to them.

Patients across the region were asked about how EEAST cared for them, with 99.1% responding they were very satisfied or satisfied with the overall level of service they received.

The survey, carried out in July, also revealed that 99.1% of patients believed the staff they came into contact with were very professional, and 100% said they were treated with dignity and respect.

Almost 96% felt their call was handled either acceptably or very acceptably, and 90% felt the same for the time they waited for a response. However, within Essex, 13.3% of respondents felt the way their call was handled was unacceptable and 6.7% very unacceptable. Additionally, 7.7% of patients in Essex believed the time waited for a response was unacceptable and 7.7% very unacceptable.

Chief Executive, Robert Morton, said:

‘Each and every day my colleagues demonstrate the best that we could wish for, including their ongoing commitment to provide safe and effective services to the community.’

Generally the comments in the survey from patients were positive. One patient said: ‘This showed the NHS at its best when needed.’

Another said: ‘I have always experienced the ambulance service to be extremely professional, always in control, know exactly what needs to be done and above all else, always put the patient at ease; a job well done on every occasion.’

However, not all respondents felt the same way. One woman, recalling the treatment her husband received, said:

‘The ambulance person did not have sufficient dressings in his case, we had to supply some of our own. Also we waited nearly 45 minutes for someone to arrive, even though the operator was informed my husband was taking warfarin and was bleeding profusely.’

Another disagreed with the professional manner of the staff:

‘The man that came out to see me made a comment that was very unnecessary.’

He added: ‘The comments we have received from patients show that we are constantly striving to improve the service which is already of a very high standard. I would also like to thank everyone for taking the time to give us feedback; these surveys help us build a better ambulance service for the future.’

Elsewhere in the survey, 5.1% of respondents did not feel involved in decisions regarding their care, and 2.3% said their journey in the ambulance was uncomfortable.

Patients within the East of England are surveyed each month by the Patient Experience Team. Out of 375 patient experience surveys issued for the month of July, 117 individuals responded. Questions covered what medical care contact patients had before calling 999, the level of dignity and respect they were treated with, cleanliness, and privacy.

Taken from Journal of Paramedic Practice, published 22 October 2015.

New chief executive for East of England Ambulance Service NHS Trust

The East of England Ambulance Service NHS Trust (EEAST) has announced that Robert Morton has been appointed as its new chief executive.

Morton, a paramedic and a community first responder, has worked in the ambulance service for nearly 25 years, predominantly with the National Ambulance Service in Ireland where he eventually became chief executive for three years. He then went on to be chief executive of the South Australian Ambulance Service.

Morton said: ‘I am thrilled to be the new chief executive and very much look forward to working with my new EEAST colleagues. The service has been through some very difficult and challenging times over the last few years, but I am confident we can build on the good work that Anthony Marsh has put in place to further improve our services for patients and at the same time make this a even better place to work.’

Morton added: ‘Having worked in the ambulance service for many, many years I understand the challenges and issues and how we can resolve them together. Whilst it is not going to be easy, I know first-hand the commitment and dedication of those working in the ambulance service and that together we can make a real difference for patients.’

Trust chair, Sarah Boulton, said: ‘I am delighted Robert is going to lead our Trust as we look to make further improvements to the service we give to patients. Robert is an experienced ambulance chief executive who will be able to connect immediately with frontline staff and volunteers thanks to his paramedic and volunteering background.’

Boulton continued: ‘I would like to pay special thanks to Anthony who has worked tirelessly to rebuild the service since last January. Thanks to this work, we are now in a position to take the next steps on our journey, building a better service for patients and staff.’

Morton will take up the chief executive post on 24 August.

Taken from Journal of Paramedic Practice, published 19 August 2015.