Feedback Surveys

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

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?

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
  • Maternity Services

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 Patient Survey (PTS)

Maternity Services

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.

2) Discharge on Scene Survey

Did you receive an ambulance response after calling 999/111 but stayed at home following assessment?

If so, the Patient Experience Team Quality Account objective, among others, is to hear from patients that have dialled 999/111 received an ambulance response but following assessment haven’t needed to attend hospital.  We would welcome your views on the service you received and if the care plan put in place worked for you or you had to then re-contact 999/111 following the ambulance service attendance.

Please click here to take part in the survey.

fft3) 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 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: “Thinking about the service provided by the Patient Transport Service, overall how was your experience of our service?”

You will be invited to respond to the question by choosing one of six options, ranging from “Very Good” to “Very Poor“.

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

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.

Below are some examples of changes implemented from the feedback received from patients using the Non-Emergency Patient Transport Service in 2019/20:

You Said

We Did

Issues with getting through to the control room Key Performance Indicators do not indicate an issue, however the data will be reviewed further to see if anything further can be identified

KPI’s have been achieved on all contracts for call answering

Suspension in vehicle is uncomfortable This comment will be fed into our vehicle design group by the nominated manager for the group.  The vehicle design group is represented by staffside representatives, who are all operational staff
Regular drivers for regular runs (Patient Transport Service) Regular drivers will be assigned where possible, for renal patients for instance as they travel three times a week.  However, the driver will be different if sickness occurs or annual leave is being taken.
Drivers not starting early enough to undertake journeys Rotas will be reviewed against activity to see if this indicates shift times are not in line with demand

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: 0300 303 0996