Information for patients and Service Users of West Country Private Ambulance Service
Compliments

If you have been pleased with the service provided by one or both of our members of staff then please let us know so that we can praise them for their work.  We have an employee of the month award and your feedback helps us to acknowledge that which we do well in our organisation.

You can use the contact details below or leave a message on the Contact Page.

Are you unhappy with your transport or care?

We do our best to ensure that patients and service users recieve the best care and service. While our staff are pleased to receive praise for things we do well, we also want to hear when our service has not met your expectations so that we may take steps to improve your future experience.

We take all feedback seriously and try to sort things out as quickly as possible. If you would like to raise a concern, please speak to the member of staff directly involved in your care or the Operations Manager at our Headquarters, they will often be able to resolve issues immeadiately.

If you are still unhappy after speaking to a member of staff you can contact us direct:
Operations Manager                                  
WPAS
South View Road,
Willand,
Nr Cullompton,
Devon.
EX15 2RU
Help with making your complaint - Additional Services

If you are not satisfied with our response you can also contact our regulating bodies.

British Ambulance Association (BAA) or National Association of Private Ambulance Services (NAPAS)

Contact details (link) can be found on the bottom of every page of the website.

A complaint should normally be made within 12 months from the event or situation that occurred, or within 12 months of the date you became aware there was cause for concern. Whenever possible, the person directly involved should make the complaint unless you give written consent to a person authorised to act on your behalf.

What will we do

We will acknowledge your complaint within three working days of receipt, we will agree a resolution plan with you, including the method and expected date of response. If you would find it helpful, we will meet to discuss your complaint which is often the most effective way of resolving problems.

We will investigate your complaint thoroughly
We will be open and accountable
We will act fairly and proportionately
We will strive to put things right
We will learn from your complaint and will seek to implement improvement
We hope anyone that who makes a complaint will be fully satisfied with our response. However, if you are not happy then please contact us as soon as possible. We may be able to answer further questions or give you information, we can arrange a meeting with the person/s involved in your care if you would find that helpful. If you remain dissatisfied, you are intitled to take your complaint to the Health Service Ombudsman for an independant review.

Further information can be found at:   www.ombudsman.org.uk

Confidentiality

We would like to assure you that making a complaint about our services will in no way adversely affect your care now or in the future.

We are members of the British Ambulance Association (The BAA) and of the National Association of Private Ambulance Services (NAPAS)

Copyright West Country Private Ambulance Service