Callers’ views vital to drive service improvements in South Western Ambulance Service NHS Foundation Trust
22nd November 2013
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South Western Ambulance Service NHS Foundation Trust (SWASFT) is carrying out a survey to find out what people who call 999 think about the care they receive. The results will help SWASFT see where they perform well and to identify any areas where there is room for improvement. The survey will focus on callers who have been treated or given advice over the telephone by SWASFT, rather than those who received a visit from the ambulance service. Callers may later be contacted by an independent research agency by telephone asking for their views. All interviews will be short and undertaken in the strictest confidence. Questions will cover the quality of care received, communication with ambulance service staff, information and advice given and overall experience of the service. This is the first national survey of its type and almost every NHS ambulance trust in England is included as part of a national programme led by the Care Quality Commission (CQC). The survey is part of a commitment to design a health service around the needs and priorities of patients and service users, and to take account of their feedback and views. It signals the value and importance of listening to the people who use services to drive improvement. The results of this survey will be published in 2014 on the Care Quality Commission's website at The results will not allow any individual person's answers to be identified. Jane Whichello, Senior Patient Experience Manager, at the Trust, says âWe hope that people will take the time to help us and the Care Quality Commission with this survey. Their views are vital in helping us to find out how we are performing and how we can improve. This is an excellent way for service users to help shape the services we provide in the future.â If you do not want to be invited to participate, please contact researchers at the NHS Patient Survey Co-ordination Centre by email or by telephone on 01865 208127.

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