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A SIMPLE THANK YOU GOES A LONG WAY.
We see headlines in the press when things don’t go so well for our patients – they might not agree with the treatment they’ve received or perhaps they felt they waited too long for an ambulance – but not everyone feels that way.
Of course, we need to know when things don’t go right to make improvements. This ensures we give the best care to our patients to make a positive difference to their lives. Putting this into context, in 2020 we received 1,508 complaints. While this seems like a big number, if you consider we attended over a million incidents in the same year, it is a small proportion – 0.14%. So what about the other 99.86%?
Last year we received 2,020 letters and emails of thanks and hundreds of positive comments across our social media channels from patients and their families.
Some of them have thanked the ‘heroes’ that saved their loved one’s life; some for supporting a new mum through childbirth; some for being the friendly face to take them to their weekly hospital appointment; and others for simply being there and getting their relatives through the most traumatic times they have experienced during the pandemic. A common theme that always shines through the thank you letters is the care, compassion and dignity shown by Team NWAS members in all situations.
Over the last year, we have been inundated with the kindest acts of generosity from the public which we have shared publicly. It really has helped us through this incredibly difficult year and it really does mean the world when people take the time to say thank you.
