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Why Your Feedback is Important to Us

We know that we do not always get it right and as a service we need you to tell us where we can improve.

Gaining service-user feedback is aligned with national priorities as set out in the Government’s 2010 policy document, Equity and Excellence Liberating the NHS - www.gov.uk. It is one of the 11 Ambulance Quality Indicators (AQIs) and the NHS Operating Framework 2013-2014: Everyone Counts – Planning for Patients makes a clear commitment to seeking and acting on service-user feedback. It states, “Our aim is to ensure that all NHS-funded patients will have the opportunity to leave feedback in real time on any service by 2015.”

Through understanding of what went wrong, the 2013 Francis Report of the Mid Staffordshire NHS Foundation Trust Public Enquiry highlights the importance of proactively seeking feedback from patients and being open with and acting on the results.

Service-user feedback is also an essential element of monitoring the Trust’s achievements against the Care Quality Commission (CQC) required Standard 1, Respecting and involving people who use services

The NHS England Business Plan, Putting Patients First 2013/14 – 2015/16 outlines the incentives and levers that will be used to improve services. It states, “We will measure our performance within which two measures take precedence 1) direct feedback from patients and their families 2) direct feedback from NHS staff” and “our key measures of success will be satisfied patients and staff who feel positive about what they are doing”. “Our goal is high quality care for all, now and for future generations”.

For us at Yorkshire Ambulance Service NHS Trust, listening to feedback is far more than a national policy obligation.  Listening to service user experiences is how we learn and improve.  Our policy on Obtaining Service-User Feedback gives details of the process we use to proactively look for feedback from our service users. Our approach provides incredible insight through the voice of our patients, service users and carers.  From our Chief Executive to our clinical and support staff we are passionate about involving people in the decisions we make about delivering care.

We have a commitment to really listen to what our patients, service users and carers have to say about us, and their feedback is transforming our services You said we did