Learning from your concerns

We are committed to improving our services and warmly welcome your feedback. Your feedback helps us understand what matters to you and makes our services better for everyone. Please share your experiences to help us deliver the best possible care.

If you have used our 999 service and would like to provide some informal feedback, please do so by completing our Patient Experience Questionnaire. You can find more information on this and our Community Forum here.

You can find out more about how to make a complaint, give a compliment or raise a concern about our services on our dedicated page.

All feedback the Trust receives helps us to identify areas where improvements to quality and service can be made. We place great importance on learning from feedback and, wherever possible and appropriate, steps are taken to make improvements to the service provided.

Our Patient & Public Engagement Strategy 2025-2029 outlines our ambitions for patient engagement and our plans to deliver this at SECAmb. You can view this here.

We are currently reviewing our Compliments, Comments, Concerns, Information Requests and Complaints Handling Policy and Procedure to ensure that these are handled to the highest standard and that we use feedback received to drive positive and sustained improvements and to test that these improvements are effective.

The new Policy and Procedure is going through a process of internal review and approval before going live in Quarter 3 of 2026. Following this we will update this page including updates on:

• Our new Divisional structure providing a more local service to our patients
• How we ensure that feedback is managed effectively and to the highest possible standard
• How we identify learning and ensure this is completed
• The governance that we have in place to ensure that the process is followed and monitored for continuous improvement.

If you have any questions about the changes that are being made to our policy and procedure please email our Patient Advice Liaison Service (PALS) team at pet@secamb.nhs.uk or our Patient Engagement Team at engagementteam@secamb.nhs.uk who would be happy to help you.