“Thank you for all your help with the investigation, you have been very helpful and patient. I would like to compliment you and your team for making the process bearable and the named contact was amazing to have.”

We welcome feedback from patients and members of the public, whether it is to say ‘thank you’ for a positive experience, or if there's something that we could improve. We use this feedback to help us develop our service to meet the needs of our patients.

The Patient Experience team has responsibility for:

  • Our Patient Advice and Liaison Service (PALS)
  • Compliments    
  • Formal complaints   
  • Patient Experience – surveys, stories and journey mapping

The easiest way to contact the Patient Experience Team is to email pals.office@emas.nhs.uk 

You can also contact the team by calling 0333 012 4216 (local rate). Please make sure you provide the date, time and location of the 999 call to allow us to identify the incident efficiently. 

Write to us: 

East Midlands Ambulance Service NHS Trust
Trust Headquarters
1 Horizon Place
Mellors Way
Nottingham Business Park

Our PALS team is a confidential listening and support service. Our advisers will contact you as soon as possible (within three days) to provide advice on how to resolve your concerns.

A concern raised through PALS is an informal way of raising a concern. Please be assured that all concerns are taken seriously and thoroughly investigated. 

When you raise a formal complaint, one of our Patient Experience team will confirm the issues you would like us to look into, confirm your desired outcome and agree timescales with you. We will investigate your complaint and respond to you as soon as possible within our timeframe of 60 working days.

If you are another NHS provider and wish to raise a concern or a compliment, please email the Patient Experience team on emas.pals@nhs.net and complete our service-to-service forms to submit your query.

The NHS Friends and Family Test is a quick and easy way of sharing your thoughts with us. It is for people who have had reason to use one of our services and works on the basic principle - would you recommend our service to friends and family? Answers are completely anonymous. 

Either scan the QR code or click the link below:

Patient experience QR code for on page.png

Fill in a Friends and Family Test

We sometimes receive communication from patients and their families, expressing thanks for the care received from our crews, Emergency Operations Centre colleagues and volunteers. We always pass this feedback onto our staff who are often thrilled to receive your compliments and thank yous. We also publish a selection in our weekly staff magazine Enews.

Please email pals.office@emas.nhs.uk if you would like to share a compliment. 

We strive to ensure that your property remains with you during your journey through the NHS. However, sometimes property can be left behind on vehicles, and as a busy emergency service we cannot assume responsibility for patient's belongings. We do our best to ensure that items found are returned to their owners.