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Patients and their representatives

Giving us feedbackPatients and their representatives

Thank you for taking the time to tell us about your experience of St John Ambulance. All feedback is managed and recorded by the office local to where you received your treatment. Whether you want to send us a compliment, comment, concern or complaint, you will need to write to the relevant address at the bottom of this page.

Alternatively you can feedback to the people directly involved in delivering your care, or by completing our Patient experience survey.

The information below explains the different forms of feedback and how we will manage them.

Compliments

It is always a pleasure to hear that you have appreciated aspects of our service. If you tell us about these occasions we can pass your comments on to our volunteers and employees.

Comments and concerns

We appreciate you expressing an opinion or concern about your care or treatment. Whilst we acknowledge and review all feedback, unfortunately we are not in a position to respond to individual comments. If you are raising a concern however, and would like a response, if possible please let us know at the point of raising it.

Complaints

Our definition of a complaint is an expression of dissatisfaction about the quality of service received or its delivery that requires a formal response and possibly corrective action.

If you can, first talk to the people directly involved in your care or transport. If you do this, they can try to resolve your complaint on the spot. If our people are able to resolve your complaint then we will consider it closed. If not, our complaints process is as follows:

Stage one – Let us know you are not happy

You can complain:

• in person,
• by phone,
• by email, or
• in writing.

You will need to contact the relevant address at the bottom of this page.
We will then acknowledge your complaint within three working days. We will investigate your complaint and one of our Directors will provide you with a response within 20 working days. We will inform you if there is a delay.

Stage two – Not happy with the answer you are given

If you are not happy with the answer you are given you can make an appeal to our Chief Executive. Your appeal needs to be made within 25 working days of the date of the Director’s response. You will receive a response from our Chief Executive within 25 working days of your appeal and we will inform you if there is a delay.

Stage three – If your service is NHS funded

And you are not happy with how we have handled your complaint

The NHS complaints procedure has a final appeal stage to the Parliamentary and Health Service Ombudsman. They can be contacted on this number 0345 015 4033.

For more information about sending us feedback read our FAQs for patients

Patient data

Keeping your data secure and using it for the purpose it was intended is a priority for us as an organisation. This document explains what personal data we record about you and the ways we use your information.

List of addresses

South West region headquarters
Address:
St John House, Woodlands Court Business Park, Bristol Road, Bridgwater, Somerset TA6 4FJ
Telephone: 01305 751167
Email: south-west-assurance@sja.org.uk

South East region headquarters
Address:
Tindal Road, Aylesbury, Bucks HP20 1HR
Telephone: 01296 744364
E-mail: south-east-clinical-and-assurance@sja.org.uk

West Midlands region headquarters
Address:
100 Lionel Street, Birmingham, B3 1DG
Telephone: 0121 237 3882
Email: west-mids-assurance@sja.org.uk

North West region headquarters
Address:
Crossley Road, Stockport, SK4 5BB
Telephone: 01614430093
Email: north-west-assurance@sja.org.uk

North East region headquarters
Address:
Healey Road, Ossett, West Yorkshire, WF5 8LN
Telephone: 01924 268694
Email: north-east-assurance@sja.org.uk

London region headquarters
Address:
Edwina Mountbatten House, 63 York Street, London, W1H 1PS
Telephone: 0207 258 7008
Email: london-assurance@sja.org.uk                

East of England region headquarters
Address:
One Fox Crescent, Chelmsford, CM1 2BN
Telephone: 01245 265678
Email: east-assurance@sja.org.uk

East Midlands region headquarters
Address:
Alma House Derby Road, Chesterfield, S40 2ED
Telephone: 0303 003 0103
Email: east-mids-assurance@sja.org.uk