London Ambulance Service Strategy - Feedback from Engagement Activities

London Ambulance Service commissioned Healthwatch organisations across London to undertake engagement activities to collect feedback that will contribute to the development of their new strategy. Here you can read the findings from the feedback collected by Healthwatch Hammersmith & Fulham.


Healthwatch Hammersmith & Fulham developed a survey with five other local Healthwatch organisations run by Your Voice in Health and Social Care (YVHSC). The survey covered 3 main elements 999, 111 and working with partners with questions very closely aligning to the issues outlined by LAS in the project brief provided to Healthwatch.

In addition to the survey, Healthwatch H&F visited the Carers Network coffee morning on the 19th January. The officers who visited the coffee morning group completed one on one interviews with carers who had used urgent and emergency care in the borough of Hammersmith and Fulham in the last year.

Key Findings

  • Experience of 999 and LAS emergency care is positive.
  • Patients expressed frustration with slow response time and supported improving the waiting times for the emergency service.
  • Experience of 111 service and urgent care is mixed.
  • In terms of 111 service, patients reported long wait times for call backs and frustration with the long triage process.
  • Patients need communications and joined up working between health and care partners to work better.
  • Patients felt that more community engagement activities to educate public about the LAS service and first aid training would positively contribute to the local communities.


If you need this document in a different format, please email or call 0203 886 0386.

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