A user evaluation of a local air ambulance service in North Wales

Abstract

Purpose

The purpose of this paper is to examine the current state and utilisation of user evaluation consultation adopted by Wales Air Ambulance (WAA) within the policy context. It is intended to provide a baseline for further evaluative research in the field and to highlight existing practices and resources. Gaps in strategic planning and service delivery are identified, with local recommendations proposed.

Design/methodology/approach

Semi‐structured, in‐depth face‐to‐face interviews were conducted with ten participants drawn from a convenient sample representative of stakeholders including practitioners, fundraisers and operational staff. These groups represent primary actors involved in the delivery of services and policy implementation and also secondary actors involved in the delivery as users. Documentary analysis of WAA dispatch policy and protocols combined with secondary quantitative data of key performance indicators was undertaken.

Findings

In total, 80 per cent of the sample stated their satisfaction with WAA dispatch policy with no perceived need or benefit to further development of policy or local agreements. About 70 per cent of participants had received direct comments that were 100 per cent positive from primary users/patients. All organisations shared the same concerns regarding lack of appropriate present communication.

Research limitations/implications

The research design was driven by practicalities of time‐scale and resources. Owing to these constraints, plus the legal and ethical requirements relating to the involvement of patients in research, primary users were not included in this study. Areas for future research are identified.

Practical implications

Recommendations being implemented by WAA include further engagement with primary users of the service in order to enhance standards.

Originality/value

This paper reports the first empirical research conducted with WAA and users of the service.

Citation

Siôn ap Gruffudd, G. (2008), "A user evaluation of a local air ambulance service in North Wales", International Journal of Health Care Quality Assurance, Vol. 21 No. 6, pp. 585-597. https://doi.org/10.1108/09526860810900736