Introducing the EMED Ambulance Passport: Shaped by Collaboration, Designed Around People… At EMED, we believe that the best improvements happen when we listen, learn and work together. That is why we are proud to introduce the EMED Ambulance Passport, a simple but powerful new tool designed to help our crews better understand the people they are supporting. Developed in partnership with the Peterborough & Cambridgeshire Dementia Panel and led by our Community Engagement, Health and Wellbeing Officer, , the passport aims to make journeys more personalised, comfortable and reassuring for those who use our services.
The Ambulance Passport enables patients, family members and carers to share important information about a person’s communication preferences, interests, routines and any factors that may cause anxiety or distress during transport. By giving our teams a better understanding of each individual, we can provide more person-centred support throughout their journey.
Turning Lived Experience into Meaningful Change
The idea for the Ambulance Passport came from a shared commitment to improve the experience of people living with dementia who use patient transport services.
Earlier this year, met with the Peterborough & Cambridgeshire Dementia Panel to discuss some of the challenges experienced by both patients and crews. Together, they explored how EMED could better support people living with dementia and their families. A working group was established, including visits to an EMED station, conversations with frontline colleagues and a series of collaborative workshops focused on practical improvements.
The result was the development of the Ambulance Passport, shaped by the lived experience, knowledge and insight of the Dementia Panel and designed to support more positive patient journeys.
A Partnership Built on Collaboration
What makes this project particularly special is the way it was developed.
Rather than designing a solution in isolation, EMED worked alongside people with first-hand experience of dementia to ensure the passport reflected the real needs of patients and families. This collaborative approach has helped create a resource that is practical, meaningful and rooted in genuine understanding.
Reflecting on the partnership, the Peterborough & Cambridgeshire Dementia Panel said:
“The Panel sincerely hopes that this collaboration will continue as EMED’s service with people and families living with dementia evolves and we thank Ade and EMED for reaching out and working with us to improve the patient experience of those people with a dementia diagnosis.”
The Panel also described the work as:
“A truly heartwarming experience which The Panel would like to use in the future as a benchmark in best practice for collaboration between other services and ourselves to improve the lives of people living with dementia.”
For EMED, this feedback highlights the importance of listening, learning and working together to create positive change.
Looking Beyond Dementia
While the Ambulance Passport has been developed with people living with dementia very much in mind, its benefits extend much further.
The principles behind the passport, understanding the individual, recognising personal preferences and supporting effective communication, can help improve the experience of many people who use patient transport services. The initiative forms part of EMED’s wider commitment to delivering compassionate, person-centred care and continuously improving the patient experience.
The partnership is also continuing beyond the passport itself, with the Dementia Panel supporting dementia awareness and training initiatives for EMED colleagues, helping us build greater understanding and confidence across our workforce.
Thank You
We would like to express our sincere thanks to , and all members of the Peterborough & Cambridgeshire Dementia Panel for their passion, support and invaluable contribution to this project. Their willingness to share their experiences, challenge our thinking and work alongside us has helped create something that will make a genuine difference to the people we serve.
We would also like to thank for his dedication to building meaningful partnerships and ensuring the voices of patients and communities help shape the services we provide.
This project demonstrates what can be achieved when healthcare providers, communities and people with lived experience come together with a shared goal: improving care for those who need it most.
For more information about the Peterborough & Cambridgeshire Dementia Panel contact Chair, Heather Hooper Heather.dementiapanel@gmail.com or Founder Member, Louise Yates Louise.dementiapanel@gmail.com
