Patient and public satisfaction

We value your experiences and actively seek your feedback to help us provide the best possible care. Understanding patient and public perspectives allows us to continually improve services and ensure care is safe, effective, and person-centred.

Our Patient and Public Engagement Strategy 2025–2029 sets out how we will involve patients and the public in service design, quality improvement, and safety initiatives. Over the past year, we have made significant progress in embedding patient and public involvement across SECAmb. Highlights include:

• Patient Experience Questionnaires (PEQs): We encourage all patients who have used our 999 service to share their feedback via our PEQ. Insights from these questionnaires help us understand what is working well and where improvements are needed. PEQ link: Patient Experience Questionnaire – NHS South East Coast Ambulance Service
• Targeted Engagement: Public events, community forums, and co-designed resources ensure we reach underrepresented groups and capture feedback from all patient populations.
• Community Forum: Our Community Forum is a group of patients, carers, and members of the public who meet regularly to provide feedback, share ideas, and contribute to improvements across SECAmb. Forum members have opportunities to influence service design, safety initiatives, and communications, helping ensure that the Trust reflects the needs of all communities. To join, email engagementteam@secamb.nhs.uk
• Digital Patient Stories: Patients, families, and carers can share experiences through our digital story collection form, accessible via the PEQ link above under “Your story matters” by clicking “Submit your story by completing this form.”
• “You Said, We Did” Transparency: Feedback from PEQs, engagement sessions, and patient stories is translated into actions, with visible outcomes shared via newsletters, posters, and reports.

Your feedback directly informs service development, quality improvement, and organisational learning. To share your experiences:

• Complete our Patient Experience Questionnaire Patient Experience Questionnaire – NHS South East Coast Ambulance Service
• Join our Community Forum – email engagementteam@secamb.nhs.uk
• Make a complaint, compliment, or raise a concern via the Contact Us section Concerns and Complaints – NHS South East Coast Ambulance Service

Our Patient Engagement Team monitors feedback to ensure it drives meaningful change and is embedded in all areas of SECAmb. For questions or support with providing feedback, please contact engagementteam@secamb.nhs.uk