Complaints received 2014 to 2015 in relation to the ambulance service (FOI)

​​Request

1) What are the categories (codings, terms, or themes) of complaints you received about your emergency and unscheduled care ambulance service (so no routine patient transport service) in the calendar year 2014 to 2015 ie when you receive a complaint what category does it fit into (timeliness, staff behaviour, patient harm)?

2) Following on from request 1) (what are these categories), how many complaints fit into each category for the calendar year 2014 to 2015 for your emergency and unscheduled care ambulance service (so no routine patient transport service)?

3) How many complaints did your ambulance service receive for the emergency and unscheduled arm (so no routine patient transport service), in the calendar year 2014 to 2015?

4) By what methods did you receive complaints about your emergency and unscheduled care ambulance service (so no routine patient transport service) in the calendar year 2014 to 2015
ie letter, email, phone, online?

5) Following on from request 4), how many complaints were received from each method for your emergency and unscheduled care ambulance service (so no routine patient transport service) in the calendar year 2014 to 2015?

If you are unable to split the complaints from emergency and unscheduled care and normal routine patient transport, then I will have the figures for both, but please be clear with this in your reply.

Response

For the full year of 2014:

1. Attitude and behaviour, sub category staff attitude.

2. One staff attitude.

3. Only one complaint was received in 2014.

4. The complaint was received by written letter via post.

5. The complaint was received by written letter via post.

For the full year of 2015:

1. Attitude and behaviour, sub category staff attitude; other, sub category other and communication (oral).

2. Five staff attitude, one other, one communication (oral)

3. A total of seven complaints were received in 2015.

4. Complaints were received either by written letter via post or by email.

5. Five complaints were received by written letter with the remaining two received by email.