Our aim is to help our patients and their families in the days, weeks and months following our clinical team being called to them.
We do this by answering any questions patients may have, helping to provide clarity regarding the care Devon Air Ambulance provided.
Because we know how often our patients are unable to fully recollect events at the time of the accident or illness, if they so wish, we can help fill in any gaps in their recollection during the period we cared for them.
In offering support to our patients and their families, we will always fully respect their wishes and only provide support if they so desire. For those patients and families who would like our support:
- One of our Patient Liaison Clinicians will aim to establish a supportive relationship with them and will endeavour to maintain this relationship for as long as they choose.
- We will seek to answer any questions they may have as openly and honestly as possible and help them to understand the care we provided. We may not be able to answer every question, but we will do our best to find out the answer for them.
- As Critical Care Paramedics, our team can draw upon their experience to help those who contact us to prepare for the days or weeks ahead.
- If they have any concern or complaint regarding the care or treatment we provided, we will pass these on to ensure they are managed appropriately and that they are kept informed whilst they are investigated.
- If their circumstances are such that they could benefit from additional support, we can share with them the contact details of specialist charities and agencies. If they wish, and only with their express permission, we can request appropriate charities/agencies to contact them directly, if easier for the patient/family.
With their permission, we can provide feedback to the clinical crew who treated them. This enables the crew to learn from the experience of their patients, ascertain how they are, and what the exact nature of their injury(s) or illness was – something our team often don’t get to hear about.
Patient Confidentiality is of paramount importance to us and we will only discuss aspects with family members with the patient’s permission.
Sadly, despite our best endeavours, sometimes our patients do not survive, often leaving their family with support needs and questions about the care we provided their loved one. In these circumstances, we will seek to contact the family and offer them our support.