South Central Ambulance Service NHS Foundation Trust (SCAS) aims to provide the highest standards of response, care and treatment to the patients and community it serves. It’s important that the professional service we provide to you meets your needs and expectations. 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 one of our Patient Service Officers on 0300 123 9280, email firstname.lastname@example.org.
We value your feedback.
- 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 PE team, using the contact details above.
or you can send a letter addressed to the Chief Executive at the following address:
South Central Ambulance Service NHS Foundation Trust
Unit 7 And 8 Talisman Business Centre
We admit our mistakes
Although we strive to ensure that all the patients we serve receive the best possible service and care, we are not perfect and mistakes and misunderstandings do occur.
However we cannot improve the service if we do not know what goes wrong, when it goes wrong and in this way we are able to use your experiences as a positive learning exercise to improve the quality of the service we provide.