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

Please note: Unfortunately, due to the current pressures our Trust is facing, we may not be able to answer the telephone lines as quickly as we would like.

We are working as hard as we can to support the wider NHS as well as EMAS. We are sorry that our timescales for responding to you will be affected and we will contact you as soon as we possibly can.    

The easiest way to contact the Patient Experience Team would be to email emas.pals@nhs.net

You can also contact the team by calling 0333 012 4216 (local rate). Please could we ask that you leave a message if the telephone line is not being answered. The message will automatically be forwarded to the Patient Experience Team. 

Our Patient Experience Team work office hours Monday to Friday. The phone line is staffed between 10.00 to 14.00 hours. Outside of these hours, please leave a voicemail or send an email. Our team of five case handlers will answer your queries via email, our PALS telephone line or by post. Please make sure you provide the date, time and location for the 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
Nottingham
NG8 6PY

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.  

Consent

We receive complaints from relatives, personal representatives, carers or friends of patients. Where a response may breach patient confidentiality, consent will always be sought from the patient before a response is issued. We will also need proof of the complainant’s identity (eg copy of a photographic form of identity and utility bill for proof of address).

  • Where the patient is under 16 years old, we may also seek consent from their representative (eg holder of parental responsibility/guardian) to sign the consent form – please include documented evidence of you holding this role. 
  • Where the patient lacks capacity to give their consent, we will need their personal representative to sign the consent form and provide proof of their eligibility to sign (eg power or letter of attorney), as well as proof of the complainant’s identity. 
  • Where the patient has passed away, we will need their personal representative to sign the consent form and a copy of 'Grant of Probate' or 'Letter of Administration' (if there is no will), as well as the complainant’s proof of identity. 

We appreciate your co-operation in providing this information and your understanding that information may be limited until consent has been received by our team.

NHS provider concern

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

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

Compliments

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 email emas.pals@nhs.net  if you would like 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 patient's belongings. We do our best to ensure that items found are returned to their owners.