London Ambulance Service Strategy 2023-2028

Along with other Healthwatch across London, Healthwatch Kingston was invited by the London Ambulance Service NHS Trust to inform a refreshed strategy for the next five years. Healthwatch Kingston created an online survey using the questions provided by London Ambulance Service, including creating an Easy Read version. Over 100 people responded to the survey, 205 of whom considered themselves to have a disability, with 17% considering themselves to have a long-term condition and 14% being carers. Healthwatch Kingston also held a face-to-face consultation on 20 December 2022 with 15 people.

Responses generally praised the service provided by London Ambulance Service public facing staff. Complaints and issues were often caveated with notes about how difficult things appear to be and an appreciation for the challenges in delivering services.

People were concerned about wait times for an ambulance but appreciative of the barriers paramedics face.

Improved communication was a recurring theme, particularly for people with a learning disability or neurodiversity. These people noted the importance of 111 or 999 staff asking them if they have a learning disability or are neurodiverse, so that London Ambulance Service staff are prepared for this when they arrive. People also felt London Ambulance Service should share this information with other medical professionals. For example, if a person with a learning disability is attended to at home, then London Ambulance Service should inform their GP as they may forget to.

The report includes 13 recommendations based on these findings.