17th Oct, 2017

Compliments up, complaints down

Shaun Reynolds 8th Nov, 2015 Updated: 21st Oct, 2016

NEW figures have revealed the stark contrast between the reducing number of complaints and the increasing number of compliments received by the West Midlands Ambulance Service.

From April until September of this year, the number of compliments received increased by a staggering 10 per cent to 642.

For the same period of time, the trust received 169 complaints – a decrease of 4.5 per cent on the first half of 2014.

Director of nursing and quality, Mark Docherty, said: “These figures are tremendous news and show just how much the public appreciate the work staff do on a daily basis.

“Whilst celebrating the fantastic work of our staff, we must also recognise that even one complaint, is one too many.

“We already look at each and every complaint we receive and assess if there is learning that can be taken from the case and passed on to staff – this work appears to be having the desired effect.

“Given how challenging our work is, these figures show just how hard our staff in all areas of the organisation, work to ensure patients get the very best care possible.

Trust chairman, Sir Graham Meldrum, said: “The increase in compliments is a superb reflection on the very high levels of care provided by the staff of the Trust to patients in their hour of need.

“When you consider each day we receive about 3,000 emergency calls and deal with thousands of non-emergency patient transport service patients, we should all be very proud of these figures.”

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