Thames Ambulance Service

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Summary of report content

Healthwatch North East Lincolnshire analysed its feedback about the non-emergency patient service provided by Thames Ambulance Service Ltd after hearing concerns from people about waiting times, communication and eligibility. It also created surveys for staff and patients.  Altogether it heard from 42 people. Key themes included:

  • A lack of communication about pick up times
  • The need for support and assistance whilst waiting for transport home
  • Delays in waiting
  • Positive feedback about staff

The report includes five recommendations.

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General details

Report title 
Thames Ambulance Service
Local Healthwatch 
Healthwatch North East Lincolnshire
Date of publication 
Monday, 30 September, 2019
Date evidence capture began 
Wednesday, 1 May, 2019
Date evidence capture finished 
Saturday, 31 August, 2019
Key themes 
Communication between staff and patients
Information providing
Quality of patient transport
Service delivery organisation and staffing
Staff attitudes
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Other services 
Non-emergency ambulance service

Details about conditions and diseases

What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
Allied health care professionals
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.