Patient Safety Incident Response Plan (PSIRP)

As part of the development of our PSIRP we conducted some engagement events with patients during which we discussed their experience of their contact with us to help us inform our local priorities 2025/26.

In our consultation with patients and members of the public, we found that many respondents were very positive about the service we provide with most people surveyed stating they felt listened to and that the crews and staff were compassionate and professional.

Some respondents reflected that, regarding patient safety, they were concerned about handover delays and general waiting times for ambulances, for example, if suffering a fall. However, our analysis highlighted how a majority felt the handover delay was made as comfortable as possible by ambulance service staff.

Our analysis of the responses showed that the public's perception of emergency provision was largely negative, with some people stating they thought an ambulance wouldn't arrive in an emergency, and a selection of respondents added that they felt forgotten , while waiting for an ambulance.

There was also some feedback that sits outside our scope as an ambulance service which included a bumpy journey to hospital, communication at the hospitals, and that the non-emergency call (111) system needed improvement, with most people stating they did not appreciate the automated aspect.