Ambulance service gets full marks from patients

Dr Anthony Marsh, new chief exec of East of England Ambulance Trust. ENGANL00520140120153618
Dr Anthony Marsh, new chief exec of East of England Ambulance Trust. ENGANL00520140120153618

Ambulance crews have been described as going ‘above and beyond’ in a recent patient survey.

The latest patient satisfaction figures revealed that 100 per cent of people interviewed were happy with the service they received from the East of England Ambulance Service NHS Trust (EEAST) in March, with 90.3 per cent stating they were very satisfied and 9.7 per cent satisfied.

One of the participants in the survey said: “The staff were extremely helpful in all aspects of care for my husband during his need and went above and beyond to reassure myself and family at this awful time.”

As well as being pleased with the service they received, the ambulance service scored 100 per cent when it came to patients saying they were likely to refer EEAST to others.

“We were exceptionally happy with the treatment received from the all the ambulance staff – they were wonderful,” commented another former patient.

The attitude of ambulance crews was also recognised, with 100 per cent saying that the attitude of the people that attended to them was very professional, and all of the patients said that they had been treated with dignity and respect.

One patient commented: “Although I was very scared I felt their attitude towards treating me was great, they both made me feel more comfortable,” and another praised the “care, compassion, and respect” that they received from EEAST crews.

And it wasn’t just the ambulance crews that scored highly. Nearly 98 per cent of those interviewed rated the handling of their 999 call as ‘fairly acceptable’ or above.**

Dr Anthony Marsh, Chief Executive for EEAST, said: “All of our staff work incredibly hard day in day out and it’s fantastic to see this hard work and commitment reflected in the recent patient survey results.”

*March 2014 (

** 2.3 per cent ranked it as fairly acceptable, 7 per cent as acceptable, and 88.4 per cent as very acceptable

A selection of some of the comments received in the latest patient survey

“I cannot praise the team enough, they made me feel at ease all the way.”

“I was treated with the upmost care, compassion and respect from the moment the crew turned up until the time I was discharged from hospital.”

“The whole experience when in severe pain was professional, friendly, and reassuring. The team went beyond expectations and I thank them whole heartedly.”

“I have the greatest respect for your staff and appreciation of the consideration of their professional and considerate attention.”