London Ambulance Service survey

Healthwatch Enfield engaged with 91 people to feed into the London Ambulance Service’s (LAS)new organisational strategy for 2023 – 2028. They undertook a survey and focus groups.

Around half of survey respondents (48%) have used the LAS within the last year, with reasons varying widely.

In terms of ambulance services, patients would like:

• Quicker response times and supplementary support while waiting – especially for older and more vulnerable patients.
• Mobile, rapid response teams to make an interim visit and assessment.
• More effective handover to hospital staff, with ambulances and crews released sooner for standby or emergency calls.
• Better pay and conditions for staff, increased recruitment and retention levels.
• More effective primary and social care, so that fewer patients use emergency care services.
• Greater awareness of what constitutes emergency care, so that services are used appropriately.

Survey respondents made the following comments about NHS 111:

• Staff are commented to be helpful, understanding and reassuring.
• Some patients are critical of checklists and algorithms, citing too many - and sometimes ‘irrelevant’ questions. The qualifications and clinical expertise of call handlers is also questioned.
• Experiences of response times vary –prompt action, and also delays involving many call attempts over many hours.
• Those advised to visit A&E, or to speak with their GP express disappointment.

Focus group participants made the following comments:

• While some people are complimentary of response times and the support received, a noticeably larger number comment on delays, with lack of availability in one case contributing towards a miscarriage. There is general acknowledgement that the system is ‘overstretched’ so some patients have a conciliatory view.
• Patients would like larger capacity and quicker response times, systems to identify the least-busy hospitals, greater awareness of what to say during a call, and training for staff on customer service and mental health.
• Urgent care could be enhanced by signposting to, and utilisation of local services, effectively publicising when to use 111 or 999, holding community events and feeding back on any service changes resulting from engagement, and greater understanding of language and cultural needs.