How did we do?

We aim to provide the highest standards of response, care and treatment.

We welcome your feedback to help us celebrate good care and identify improvements.

SCAS dispatcher

We recognise that occasionally things can go wrong. It’s vital therefore that we identify those occasions and put the processes in place to prevent a repeat occurrence. We have dedicated resources available to assist anyone who wishes to make a comment – good or bad, on any of our services.

SCAS Patient Experience (PE) team is on hand to offer you guidance and advice on any matter relating to the service we provide. The team will work on your behalf to provide answers and understanding should you have a need to discuss any aspect of our care or treatment to you or a close relative or friend.

The PE team does not deal directly with complaints – but they will help you and advise you on the options available to you and help you decide on the most appropriate course of action in dealing with any concerns you have.

Formal complaints will always be dealt with in accordance with the NHS complaints process.

If you would like to give us feedback or make a comment about the services we provide, you can contact a member of our team on on 0300 123 9280, email patientexperience@scas.nhs.uk.

We value your feedback.

We can:

  • Give advice and information on all aspects of the ambulance service and other local health services.
  • Help patients to get information from other useful services and support groups.
  • Listen to patients concerns, and get answers to their queries.
  • Work with patients and the public to make sure their views are used to improve the service.
  • If a problem can’t be resolved, we can help patients to make a formal complaint.

If you do need to complain

If you have a concern or a complaint regarding any area of the service we provide, in the first instance this should be raised at the time with the member of staff concerned. It may be that there is a simple explanation or a resolution which can be given straight away. If you are not happy with this explanation, or if you have any questions or concerns, you can contact the Patient Experience team, using the contact details above. Or you can write to the following address:

Patient Experience team
South Central Ambulance Service NHS Foundation Trust
Unit 7 & 8 Talisman Business Centre
Talisman Road
Bicester
Oxfordshire
OX26 6HR

We admit our mistakes

Although we strive to ensure that all patients  receive the best possible service and care, we are not perfect and mistakes and misunderstandings do occur.

We use patient feedback as positive learning to improve the quality of the service we provide.

Compliments, Complaints and Feedback

It is important to us to hear what you think about our services – both what we do well and things we need to improve. 

You can contact our patient experience team by email or telephone, or we have a quick online feedback form.

If you send an email, it would help us if you could include:

  • your full name
  • your email address
  • your address and post code
  • your telephone number
  • If your comments are about a particular incident, give us as much information as you can, such as the date and where the incident took place.
  • If you have a preference, please let us know how you would like us to contact you.

Patient Experience team contacts:

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