London Ambulance Service Strategy - Feedback from Engagement Activities

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Summary of report content

Healthwatch Hounslow undertook a survey and undertook a focus group about people’s experience of ambulance services and NHS 111 to feed into the London Ambulance Service’s strategy. 46 people took part.

The following issues were identified:

  • 111: Reduce repetition of questions, especially for elderly and/or hard of hearing patients
  • 111: Shorter call-back times for more urgent matters
  • 111: Need to increase awareness of the 111 service for the over 65s.
  • 999: Putting the patient at ease is vital at all stages of the service
  • 999: Need to improve clinical training of some call handlers
  • 999: Reduce waiting times for serious incidents.
  • Community Engagement an opportunity to empower residents and relieve stress on acute services

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General details

Local Healthwatch
Healthwatch Hounslow
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Communication with patients; treatment explanation; verbal advice
Consent, choice, user involvement and being listened to
Public consultation and engagement
Service organisation, delivery, change and closure
Staffing - levels and training
Waiting times- punctuality and queuing on arrival

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Focus group
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
Ambulances and paramedics
Emergency department (inc A&E)
NHS 111
Name of service provider
London Ambulance Service

Details of people who shared their views

Number of people who shared their views
46
Age group
65 to 79 years
80+ years
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