East Midlands Ambulance Service NHS Trust Headquarters

People said the staff had explained their treatment, involved them in decisions and assessed their pain. They felt reassured and safe with the staff and most people said the staff were caring and professional.

We found that the trust took action when things went wrong and stood down staff so that the matters could be investigated and the public and staff protected. However, we found that the trust had work to do to make sure that their recruitment processes were in line with legal requirements and that their patients were fully protected.

People we spoke with told us that the staff had involved them in making decisions about their care and treatment. 'They explained the checks they were making and were patient and friendly, courteous and polite. I was happy with the decisions they made, and the care I received. When we got to the hospital they explained to the nurses and doctors what they had done.' Another person told us, 'they explained what they were going to do, and were very kind and helpful.'

The majority of people who used the patient transport service we spoke with were positive about it. 'I was transported carefully to the vehicle in a wheel chair, I was asked if I already had my personal belongings and medicine before being transferred to another hospital.' Another person told us, 'the driver and assistant helped to lock my door at home and helped me in the ambulance, they brought me through to reception and found a wheelchair for me.'

People told us they felt safe during the journey and said that an ambulance crew member helped them to put on their seatbelt, and made sure that any wheelchairs were secure. One person commented that, 'staff were very helpful, helping to lock my door they were very attentive.'

Occasionally people reported they had experienced problems. They commented to us that the suitability of the transport, equipment and support available varied across the region. One person told us, 'my father had an appointment which required an ambulance, a wheelchair and at least two people to assist him, what turned up was a car and a driver, this meant that the appointment was cancelled and rescheduled.'

The trust have to work in co-operation with many other providers throughout the region and we looked at whether this resulted in a co-ordinated service for people. The people who were surveyed by the local involvement network mainly responded positively about transport arrangements made for them. A carer who was escorting a person to the hospital told us, 'the ambulance staff always pass information on well.

A person who uses the service told us, "I have a standing arrangement and the clinic arrange it for me." We spoke with a person in an accident and emergency (A&E) department who told us that their records had been transferred from the ambulance staff to A&E staff. This meant they could receive continuity of care.

Some people had experienced some difficulties when revised information had not been communicated to ambulance staff. "When cancelling an ambulance sometimes they would not get the message and come anyway, which is a waste of time."

The people who were surveyed by the local involvement network stated that the ambulance they travelled on was acceptably clean. Comments included, there was "no odour or litter," "it was cleaner than my car," "very clean, can't complain about that," and "the ambulance and staff always look smart." They also said that they were satisfied that the ambulances were safely maintained. One said, "they checked on the seatbelt after I had put it on and checked the wheelchairs were secure.'

People who were surveyed told us they were satisfied with the management of their medication and stated, "I was asked if I already had my personal belongings and medicine before being transferred to another Hospital."

People we spoke with who use the patient transport service were very happy with the consistency of support provided. We spoke to a carer who was escorting a person to the hospital and they told us, 'patient transport is a first class service.' Another person who was being transferred by ambulance told us, 'I usually have the same people to collect me and they are very good.'

We found that most of the people interviewed by the local involvement network did not know how to complain if they were concerned about the service. The majority of people interviewed did not know who to approach to make complaints or offer compliments. The trust have some difficulty in that they cannot display documents in the ambulances as this may compromise infection control. The staff we spoke with told us they tell people how make complaints if they are unhappy. Only one person who was interviewed knew about the patient advice and liaison service (PALS). Those who did know how to complain or give compliments were most likely to speak to the ambulance staff at the time or later, 'I suppose I would contact the ambulance service.'