Introduction

At St John Ambulance we are committed to providing exceptional healthcare services at events. Our customer charter is guided by the Ethical Behaviours Framework and HEART values of St John Ambulance, ensuring that we uphold the highest standards of respect, integrity, and accountability in all our interactions. This charter is also available as a simplified PDF.

Our commitment to ethical behaviours

We are dedicated to fostering a positive culture with trust and inclusivity at its heart. Our Ethical Behaviours Framework outlines clear behavioural standards and clarifies expectations for all our team members. This framework helps us address cultural challenges such as harassment, bullying, and discrimination, ensuring a safe and rewarding experience for everyone involved.

Our HEART values

Our values guide our thinking and actions, setting out 'the way we do things' at St john Ambulance. Collectively, our values spell out HEART – an important reminder that our people and our shared values are at the heart of our organisation:

• Humanity: Treating others with compassion and respect.
• Excellence: Pride in doing an excellent job.
• Accountability: Delivering what we promise.
• Responsiveness: Continuously learning and improving.
• Teamwork: Working together effectively.

Our services

We provide a range of healthcare services at events, including first aid, emergency response, and medical support. Our team is trained to the highest standards and equipped with the latest medical technology to ensure the safety and well-being of all event attendees.

Customer service guidelines

Telephone enquiries

• Staff will answer all telephone calls within five rings and will answer politely and professionally, always giving their name.
• Staff will always be helpful and aim, wherever possible, to resolve the enquiry there and then.
• Where a call needs a specialist response, we will put that person in touch with the correct staff member and establish that the caller has been put through before leaving the call.
• Where the right member of staff is not available, they or another appropriate member of staff will get back to the caller within the next working day.
• Telephones will be attended during agreed times below. Outside of office hours, supporters will have the facility to leave a voicemail message. All voicemail messages will be responded to within 24 hours.

Email and social media enquiries

• We will acknowledge receipt of all emails immediately.
• A full response will be supplied within 24 hours of receipt, where possible.
• If it is not possible in that time, we will contact the sender within 24 hours to update them.
• We will aim to send a full reply within 5 days of the original receipt of their email.
• We aim to respond to all enquiries addressed to the St John Ambulance official social media accounts (Twitter/X, Facebook, Instagram, YouTube, LinkedIn, and TikTok) between 9am and 8pm, Monday to Friday.

Customer feedback and complaints

We value your feedback and are committed to continuously improving our services. If you have any concerns or suggestions, please do not hesitate to contact us. We will address your feedback promptly and take appropriate action to enhance our services.

Escalation process for unresolved issues

If an issue remains unresolved after following our standard customer service guidelines, the following escalation process will be implemented:

• The issue will be escalated to the relevant department manager, who will review the case and take appropriate action.
• If the issue is still not resolved, it will be escalated to the senior management team for further review and resolution.
• Throughout the escalation process, we will keep the customer informed of the progress and any actions taken to resolve the issue.

Thank you for choosing St John Ambulance for your event healthcare needs. We are dedicated to providing exceptional service and upholding the values of respect, integrity, and accountability in all our interactions.