A COMPLAINT against the ambulance service can make big news. It may be serious and the headlines may be damning.

A bad story always sells better than the good ones and the reality is that the number of compliments we receive far outweighs the level of criticism.

The number of complaints amounts to just 0.04 per cent of the calls we get (we had 850,000 calls to 999 last year).

The comments included: “I would like to thank the ambulance crew who came so promptly. They were there before my friend had put the phone down.”

Also: “One of your guys came out, he was so kind.”

And: “The 999 ambulance staff were superb, it was the fastest, most efficient experience I have ever witnessed.”

Finally: “He (the paramedic) was committed to the quality of care and had such a compassionate attitude.”

Every time we get a complaint we investigate it thoroughly and look at how to avoid it happening again. But compliments are just as important for they highlight where things are going well – areas we can build on further.

Every time we get a message, we make sure we pass it on to the individual staff. From speaking to them I know just how much they appreciate the time that people have taken to send their thanks – it makes it all worthwhile for them.

We would like your views, both good and bad. Give us your details and those of the staff involved (if known) and as many of the details of the incident as possible, including time, date and location.

Call 01384 246370, e-mail pals@wmas.nhs.uk, search for “officialWMAS” on Twitter or Facebook, or write to the Patient Experience Team, West Midlands Ambulance Service, Waterfront Business Park, Brierley Hill, DY5 1LX.