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Please Tell Us What You Think

There are a number of ways that you can tell us about your experience of our service:

Complete a Survey

Monthly postal surveys are undertaken in our A&E, Patient Transport and NHS 111 services. These surveys are also available to complete via our website Online Surveys. Find out how we use the information we receive to help us improve our services You said, we did

The Friends and Family Test (FFT) Question

“How likely are you to recommend our service to friends and family if they needed similar care or treatment?”

The Friends and Family Test question was introduced in 2013 by NHS England; it is a national requirement and applies to all services. Initially the question was introduced to A&E and inpatient services and then on to maternity services and it is now being introduced into ambulance services. To find out more please click here

Comments and Suggestions

Comments and suggestions on how we can improve our services are important to us. A comment can be a remark, observation or criticism about your experience of our service. Contact our Patient Relations Team to make a comment or suggestion.

Compliments

If you would like to say thank you for the service you have received, please let us know. Contact our Patient Relations Team to make a Compliment.

Concerns

Many issues can be solved by talking to us. Please tell a member of staff as soon as possible if you have a concern. They will listen to what you tell them and try to help.

If you would like to tell someone else, please contact the Patient Relations Team.

Complaints

To make a complaint please write to our Patient Relations Team using the following contact details contact our Patient Relations Team

However, if you find it difficult to put a complaint in writing, we are happy to arrange for you to discuss your complaint with an appropriate member of staff. Please contact our Patient Relations Team to arrange this.

NHS Complaints Independent Advocacy Service

Further support from the NHS Complaints Independent Advocacy Service can be sought to provide support for people making, or thinking of making, a complaint about their NHS care or treatment. Arrangements are different for each local authority area. If you would like the support of an advocate, please contact your local authority for information about how this service is provided in your area or contact our Patient Relations Team

Your complaint will be responded to in writing but if you still feel your issues are not fully resolved we ask that you please contact us again.

The Trust will do everything possible to ensure that your issues are addressed in full to your complete satisfaction. This may involve a meeting or further investigation or another written response.

What if I want to complain on behalf of someone else?

Whilst the Trust will always protect the patient’s right to confidentiality, many complaints are received from relatives, carers or friends of patients.  Where a response may breach patient confidentiality, consent will always be sought from the patient before a response is issued.

You may also approach any member of staff for advice.

If you are not satisfied

If, after our best efforts, you are still not completely satisfied with our response, you may contact the Parliamentary and Health Service Ombudsman to request a review of your case. The Parliamentary and Health Service Ombudsman is an independent body established to promote improvements in healthcare through the assessment of the performance of health service providers.

Contacting Parliamentary and Health Service Ombudsman

The Parliamentary and Health Service Ombudsman

Millbank Tower
Millbank
London
SW1P 4QP

www.ombudsman.org.uk

Telephone: 0345 015 4033

Patient Stories

Patient stories provide a unique opportunity to connect with patients, service users, relatives and carers. Yorkshire Ambulance Service actively listens to real experiences in order to learn from them. We use film, narrative or voice recording to record patient stories. Patient stories are shown at every Public Trust Board and are used regularly in training as a powerful learning tool.

Case Studies

The Trust creates case studies from complaints and concerns to help us better understand a particular topic or theme and these may also be used in training.

Focus Groups

A focus group is an informal collection of people sharing common characteristics. It involves an invited group of participants to share their thoughts, feelings, attitudes and ideas on a certain subject, topic or issue. It produces qualitative data that will need to be anonymised and analysed before reporting. These groups will usually meet on one occasion only.

End–to-End Service Reviews

End-to-end reviews are the review of a full patient journey including the episode of care by our services. The process can be commissioner or Yorkshire Ambulance Service-led and other organisations may contribute information, to enable a full picture of the entire patient journey. The aim of the end-to-end review process is to improve patient care by piecing together the patient journey in a multidisciplinary setting.

Patient Opinion Website

The Patient Opinion website is a patient feedback not-for-profit social enterprise enabling patients to share their experiences of healthcare services . Its aim is to help facilitate dialogue between patient and healthcare service providers and to improve services and staff morale. It has the particular benefit of giving Yorkshire Ambulance Service access to real time patient experience feedback. Yorkshire Ambulance Service uses this resource as another channel to listen and respond to online service-user feedback.

NHS Choices

NHS Choices is the UK's biggest health website. The website helps the public to make choices about their health, from decisions about lifestyle, to finding and using NHS services in England. There are more than 50 directories which can be used to find, choose and compare health services in England. Service users can also rate and comment on any service. Yorkshire Ambulance Service uses this resource as another channel to listen and respond to online service-user feedback.