| Your 999 call and the Urgent Care Service |
| 1 | Were you aware, that in order to determine the most suitable response for
your needs, the call taker does have to ask you a number of questions?
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| 2 | How long were you waiting before you received the return telephone call from us? Was it:
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| 3 | When you received the return call, did the time it took to call you back feel:
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| 4 | The member of staff was polite, respectful and listened to your concerns. Do you:
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| 5 | I fully understood the advice provided. Do you:
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| 6 | I was satisfied with the advice provided. Do you:
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| 7 | Did you receive specialist advice from a North West Ambulance Service pharmacist
or Mental Health Practitioner?
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| 8 | If ‘Yes’ in previous question, please indicate which one:
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| 9 | At the end of the call I understood what had been arranged for me, i.e. what was going to happen next. Do you:
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| What happened next? |
| 10 | What actually happened next?
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| 11 | If taxi provided, how long were you waiting before the taxi requested by the Ambulance Service arrived? Was it:
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| 12 | The taxi driver was polite, respectful and helpful. Do you:
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| 13 | Please rate your experience of travelling in a taxi:
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| 14 | If applicable, please tell us about your taxi service experience:
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| 15 | Did you seek further help or care within 48 hours of your
initial 999 telephone assessment?
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| 16 | Please share with us what is important to you when you make an emergency call for an ambulance, by selecting your top 3 from the following list:
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| Getting appropriate care |
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Professionalism - how your call was handled |
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| Reassurance - listened to your concerns |
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Assessment - of medical condition over the phone |
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| Responsiveness - how quickly arrangements were delivered |
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| Information about the patient |
| 20 | Age of the patient:
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| 21 | Gender of the patient
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| 22 | If you consider yourself to have a disability, please indicate the type of disability below:
(Tick all that apply)
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| Hearing Impairment |
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Learning Disability |
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| Visual Impairment |
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Mobility Impairment |
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| Mental Health |
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Other |
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| No Disability |
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| 23 | Please indicate your (the patient) ethnicity
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| 24 | Please indicate your specific white ethnicity
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| 25 | Please indicate your specific black ethnicity
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| 26 | Please indicate your specific dual ethnicity
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| Further Contact |
| 27 | The North West Ambulance Service (NWAS) is a learning organisation, so if you feel your recent experience of using our service could help us improve, through Patient Stories, please tick this box and provide your contact details and a member of the patient engagement team will be in touch to discuss further.
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| 28 | NWAS have a Patient and Public Panel (PPP) - volunteer members of the public who work with the trust on a number of different involvement projects. If you would be interested in becoming an NWAS PPP volunteer, please tick and provide contact details and we will send you an email with further information on how to join.
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| 29 | Across the areas that we serve, NWAS holds annual Community Engagement Events. It’s an opportunity to engage with and hear directly from leads from the different service lines. If you would like to be informed when we are holding one in your area, please tick and provide contact details and we will email you.
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| 30 | Please provide your name here:
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| 31 | Please provide your telephone number here:
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| 32 | Please provide your email address here:
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