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Customer and patient feedback

Since we launched our company more than 17 years ago (see about us), we have gathered a huge amount of feedback from both our patients and and the healthcare professionals we work in partnership with.

Feedback is vitally important to us. Hearing the experiences first hand of the people we convey and the organisations we work for gives us a direct insight into what is working well – and not so well.

Making patient views count

We continuously carry out feedback surveys so we can hear directly what we’re doing right, where lessons can be learnt, and where we need to make improvements, and rest assured if there are areas where change is needed to improve, then that is what we do.

Here’s a selection of recent comments from our customers and patients, we’d love to hear your feedback too, good or bad, compliment or complaint.

Dear Roy and Scott (drivers who took our mum to the hospice),

We just wanted to say a huge thank you to you both for making mums journey enjoyable. We hadn’t seen her laugh that much in ages. You were both so amazing that she forgot all the apprehension she had about going in. she’s had a huge smile and even said that she wanted another trip in the ambulance with you. Keep doing what you’re doing guys! You are amazing!

Relative of Patient

Feedback was received when a patient felt sick whilst being conveyed in an ambulance. The management team investigated the comments made and the patients journey booking was amended to pick the patient up last, and dropped off first on the journey run. Control and driving teams also ensured that the patient travelled in the front of the car.

Patient Feedback

Hello Folks,

I thought it was about time I write and say a BIG THANK YOU to all the staff at E-zec. Over the past 18/24 months I reckon your crews have moved my wife 8 or 9 times to and from QA and care homes.

Your telephone coordinators and transport crews have all demonstrated professionalism, help, support and understanding.

So our thanks to all concerned – we appreciate all you do – thanks for being there.

Patient

Portsmouth

We found evidence that showed us the provider routinely asked patients and their representatives for their views about the service and how it could be improved. Several patients and their relatives we spoke with told us they had been provided with a customer care charter from the service and had been invited to complete satisfaction questionnaires’ about how they had been treated by E-Zec transport staff.

Care Quality Commission

Dear Robert,

I would personally like to thank you and your team for all your hard work over the last few weeks helping to manage the recent care home closures. I am aware of the pressure that this put on everyone and wish to thank you for your positive response to this.

Your efforts have and are very much appreciated and I would be grateful if you could pass on my thanks to all involved.

Many thanks.

Tim

Chief Officer, Dorset Clinical Commissioning Group

Hi Beckie,

Just wanted to say a HUGE THANK YOU for yesterday. It all went so well and I am very grateful for all your help, you were all lovely and so helpful with the patients. They have all settled in well and are enjoying it over here so thank you so, so much.

Matron, Vistoria Hospital

I am writing to express my gratitude for the fantastic job that the crew of DS01 carried out on the afternoon of 5th June 2015. They took myself (an OT at Poole Hospital) and an OT student for a discharge home visit with a patient in Swanage. They left us at the property and agreed to return, once our assessment was completed, to take us back to Poole Hospital with or without the patient.

Unbeknown to us, in the meantime the crew were first to arrive at the scene of a serious RTA in which four people were injured when a car mounted the pavement. The crew were extremely late in returning and we could see that there had been a major incident in the town centre – we presumed they had been caught in the traffic chaos and had to return back to base. As the discharge assessment was successful, myself and the OT student were about to try to find an alternative arrangement to get ourselves back to Poole Hospital. The crew not only provided on the spot first aid to the injured victims of the car crash, they came all the way back to the property to ensure we were able to get ourselves back to the hospital when our visit was completed!

I was extremely impressed by their bravery, professionalism and kindness and wanted to express my thanks and appreciation. An impressive crew indeed!

Sharon

Occupational Therapist, Poole Hospital

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