Feedback Surveys

West Midlands Ambulance Service carries out a number of surveys and we welcome all feedback from our patients, partners and other service users. All feedback will be considered and where possible we will make changes to improve, enhance or modify our services. Have you received a treatment or service from the Trust?  How likely are you to recommend our service to others?

Your views and opinions are important to us and help us to improve our services.

Surveys & Questionnaires

patient-survey.jpg1.) Patient Survey

The Patient Experience Team have developed Patient Surveys for those who have used our service for either

  • emergency medical assistance, by dialling 999
  • non-emergency medical assistance by dialling 111, or
  • the Patient Transport Service

The surveys are another avenue of measuring patient experience so we can improve the service that we deliver.

Please select the appropriate survey you require, which opens in a new window for you to complete and submit:

Emergency Patient Survey (999 Service)

Non-Emergency Medical Assistance (111 service)

Non Emergency Patient Survey (PTS)

Should you not wish to complete the full surveys above, we would be grateful if you would consider completing the Friends and Family Test below.

fft2.) The NHS Friends and Family Test (FFT)

The NHS friends and family test (FFT) is an important opportunity for you to provide feedback on the care and treatment you receive and to improve services.

It will enable the Trust to ask patients how likely are you to recommend our service to friends and family if they needed similar care or treatment?

This question will initially be asked of patients that have:

  • Dialled 999 and a Clinician has attended the incident location but, following assessment, the patient has not been conveyed to hospital.
  • Patients that have used West Midlands Ambulance Service Non-Emergency Patient Transport Service to attend Hospital appointments.


These patients are able to give quick feedback on the quality of the care they receive, giving West Midlands Ambulance Service a better understanding of the needs of their patients and enabling improvements.

How does it work?

You will be asked to answer the following question: “How likely are you to recommend our service to friends and family if they needed similar care or treatment?

You will be invited to respond to the question by choosing one of six options, ranging from “extremely likely” to “extremely unlikely“.

You will also have the opportunity to explain why you have given your answer, so please answer any follow-up questions.

You may be asked to answer the question by returning a postcard, by phone or on a website.

Online Friends and Family Test (FFT) Survey

Do you have to respond to the question?

Your answers are voluntary. But if you do answer, your feedback will provide valuable information for the Ambulance Service to celebrate good practice, and identify opportunities to make improvements. If you feel that you should have been given the opportunity to respond but did not receive the question, please contact the Patient Experience Team.

How will the results be used?

The Patient Experience Team will gather the results and analyse them rapidly to see if any action is required. They will be reviewed at the Trusts Learning Review Meeting.

Contact Details

If you have any questions regarding the surveys, please contact as shown below:
Patient Experience and Friends and Family Test Surveys
Patient Experience Team
West Midlands Ambulance Service NHS Foundation Trust
Trust Headquarters
Millennium Point
Waterfront Business Park
Waterfront Way
Brierley Hill
West Midlands
Tel: 01384 246370