LAS strategy - feedback from engagement activities
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Healthwatch Bromley undertook a survey to find out people’s experience of 999 and 111. They spoke to 74 people.
People’s experience of ringing 999 and the ambulance service was positive. Patients report exceptional care, compassion and treatment and an efficient and effective service. Patients strongly support increasing capacity to meet demand and improve service provision.
Experience of 111 and urgent care is positive. Patients reported patient, reassuring and compassionate staff. Patients report waiting long periods to get through on the phone, lengthy lines of questioning, and experience script reading and delays in call backs. Generally, waits are accepted as the final result/support received meets needs.
General communications and joined up working was mentioned repeatedly by survey respondents. Particular attention was focussed around mental health partners, GPs, social care and community care services.