“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
We want to hear about your complaint in your own words. We know some people find Artificial Intelligence (AI) tools helpful when communicating.
Please be aware that AI-generated text can generate inaccuracies about our remit and include legal references that are inaccurate or irrelevant. This may increase the time it takes us to review your complaint or we may need to ask you to resubmit it. We follow the NHS Complaint Standards. Information about using AI to raise a complaint has been taken from their guidance.
It is important to remember the risks of sharing your information with AI tools. Providers of these tools may not be required to treat your information as confidential and may use it to train their AI systems and/or process it in different countries. Avoid entering sensitive personal information unless you are confident about how it will be used and protected.
Here are some suggestions to get the best results from AI tools while making sure it still sounds like you and your complaint:
- Keep your prompts focused on your experience and how it made you feel. A prompt is a question or instruction that you type into an AI tool to tell it what you want help with. You can use these examples from the Public Service Ombudsman of useful AI prompts to help with your complaint.
- We do not advise asking AI to add legal arguments, use formal legal language or reference laws to try and make your complaint sound more ‘official’.
- It is important to check any AI-generated text to make sure it reflects your own personal experience and contains accurate facts.
The easiest way to contact the Patient Experience Team is to complete the appropriate form from the selection below.
Report a service to service concern (if you are an NHS Trust, GP surgery, care home, or Health Care Professional reporting on behalf of a company/organisation, please use this form)
If you are unable to use our forms, please leave a voicemail for our team by calling 0333 012 4216 (local rate).
Please make sure you provide the date, time and location of the 999 call or Non-emergency Patient Transport Service collection point to allow us to identify the incident efficiently. Our advisors will contact you as soon as possible (within three days) to provide advice on how to resolve your concerns.
Write to us:
East Midlands Ambulance Service NHS Trust
Trust Headquarters
1 Horizon Place
Mellors Way
Nottingham Business Park
Nottingham
NG8 6PY
Our PALS team is a confidential listening and support service. To contact them, please use our online form and in 'Case type', select 'PALS Concern'.
You can also leave a voicemail for the team by calling 0333 012 4216 (local rate).
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.
If you feel one of our colleagues or volunteers has gone above and beyond with the care or service you received, or you'd just like to say thank you, please take the time to submit a compliment using our simple online form.
It makes all the difference when someone we've helped takes the time to say thank you.
We publish a selection of compliments on social media and in our weekly staff e-magazine.
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.
You can use our online form to raise a formal complaint:
If you are representing an NHS or social care provider, such as a GP, hospital, care home or community service provider and wish to raise a concern or a compliment, please select the "service to service" drop down option using our online forms to submit your query.
We will response as soon as possible, but within our timescale of 60 working days.
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.
To report a lost item, please complete the form below and we will do our best to locate and return it.