Feedback and Complaints: Contact Details and Support

You can raise a concern or issue, make a formal complaint or share a compliment or positive experience. All feedback is welcome – it helps us to learn and improve.

The easiest way to raise a concern, share feedback or make a formal complaint is by using our feedback and complaint forms.

Please note, EMED provides services across four different divisions and each manages its own feedback and complaints process.

Please ensure you select the right service to log your feedback or complaint. Selecting the wrong division will delay the process:

• Feedback and complaints for EMED Patient Care, which delivers non-emergency patient transport services on behalf of the NHS.
• Feedback and complaints for EMED Safe Care, which delivers secure mental health transport services on behalf of the NHS.
• Feedback and complaints for EMED Courier Services, which provides medical courier and pathology transport services.
• Feedback and complaints for EMED Community Care, which provides community and SEND school transport services.

If you are contacting us on behalf of another person, such as a patient or service user, we may require their consent before we can share personal information or discuss details of their care.

We recognise that written consent may not always be possible, for example where an individual is unwell, has deteriorating health, lacks capacity, or needs support from a family member, friend, or advocate.

If you are unsure what is required, please contact our Patient Experience Team before submitting your complaint. We will explain the options available and how we can support you.

We will always aim to handle concerns sensitively and fairly, in line with our responsibilities for confidentiality and protecting personal information.

You can contact the Patient Experience Team by:

Email: patientexperience@emedgroup.co.uk
Telephone: 0300 777 8844

Please also note the phone line is operated between 0800 and 1230.

We follow the NHS Complaints procedure to ensure you can complain about anything to do with the services provided by EMED Group.

We are committed to handling complaints fairly, openly and without blame.

Once you submit a complaint, you will receive a formal acknowledgement of its receipt. If using our online forms to log a complaint, this should be within an hour. If you submit a complaint by post or telephone, this will be acknowledged within three working days of receipt.

The relevant team will review your complaint and contact you for more information if needed.

In line with NHS guidelines, we aim to provide a full response within 25 working days, although some cases may take longer depending on complexity.

We encourage you to get in touch as soon as possible. Normally complaints should be made within 12 months of the date of the event that you are complaining about or ideally as soon as the matter first came to your attention.

Yes. We assure you that your care and the service you receive will not be negatively affected because you have made a complaint.

If you’re unhappy with our final response, you can escalate your complaint to the Parliamentary and Health Service Ombudsman.

Visit https://ombudsman.org.uk or call 0345 015 4033 for more information.