London Ambulance

What the client needed

London Ambulance Service NHS Trust got in touch with RNIB to find out more about the needs of blind and partially-sighted people in an emergency situation, and in particular what factors affected people’s feelings of trust in others when they needed help.

What we delivered

One of RNIB’s core practices is to put blind and partially sighted people at the centre of our activity. So, to make sure we provide London Ambulance Service with the most accurate information, we designed a survey to help us answer their questions.

We then compiled a report of the survey results, based on replies from our community, as well as discussions we had with London Ambulance Service, to help them implement the findings and support blind and partially sighted customers in the best possible way.

We made sure London Ambulance Service was aware of how the project was progressing and kept in regular contact throughout the process.

The results

The survey has resulted in London Ambulance Service fully reviewing how their staff engage with incoming calls and the resultant customer contact and experience.

Margaret Luce, Head of Patient & Public Involvement and Public Education at London Ambulance Service NHS Trust, said: “The survey findings and report produced by RNIB has proved very interesting and will be extremely useful when we consider our future approach for patients with visual impairment.”

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