Patient experience

Patient experience

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 need to get better at. We use this feedback to help us improve our service.

The Patient Experience team has responsibility for:

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

Contact the Patient Experience Team 

Call us: 0333 012 4216 (local rate).      

Write to us: 
East Midlands Ambulance Service NHS Trust
Trust Headquarters
1 Horizon Place
Mellors Way
Nottingham Business Park

Email us:

Our Patient Experience Team work office hours Monday to Friday. The phone line is staffed between 10.00am - 2.00pm.  Outside of these hours, please leave a voicemail or send an email.  Our team of six case handlers will answer your queries via our PALS telephone line, email or by post.  Please make sure you provide the date, time and location for the call to allow us to identify the incident efficiently.

Patient Advice and Liaison Service (PALS)

Our PALS team is a confidential listening and support service. Our advisers can give immediate 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. 

Formal complaints

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 in writing.  

Share your thoughts with EMAS - Do the Friends and Family Test

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. 

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 and Emergency Operations Centre colleagues. We always pass this feedback onto our staff who are often thrilled to compliments and thank yous. We also publish a selection in our weekly staff magazine Enews.

Please use the contact details above if you would like to get in touch to share a compliment. 

Lost Property

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 patients belongings. We do our best to ensure that items found are returned to their owners.