© PHEM Feedback 2017-2022 - Designed by L Greenfield

Information for Healthcare Professionals

PHEM Feedback is a collaboration between a collection of acute hospital trusts, East of England Ambulance Service Trust (EEAST), Essex and Herts Air Ambulance Service and East Anglian Air Ambulance. BASICS providers with an honorary contract with EEAST are also eligible.

It started as a twelve-month pilot which ran until April 2019. This demonstrated excellent results and we have support to continue this project for five years at present.

If you have a case which was challenging, you have attempted to read up to answer your query and you've approached an approved PHEM Feedback Educator or your HEMS Patient Liaison Manager who still can't resolve your query then they can send us a request on your behalf as long as it meets at least one of the following criteria:

  1. Diagnostic uncertainty. This includes:
    1. The range of reasonable differential diagnoses made by the clinician have conflicting management strategies that may potentially lead to harm or lack of efficacy with respect to achieving the treatment goal(s), and/or
    2. No reasonably accurate diagnosis can be made for reasons including rarity of the clinical features or atypical nature of the presentation and/or
    3. Destination hospital decision was difficult to make, such as whether or not to take a person to a tertiary stroke, trauma or heart attack centre
  2. Relates to critically unwell patients such as those attended by Air Ambulance organisations, those with polytrauma, those in cardiac arrest or peri-arrest etc.
  3. The case has had an emotional impact on the clinician which is adversely affecting professional performance, ability to rest, mental health or as otherwise determined by the senior, debriefing prehospital staff member


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What you can expect from us:

What we expect from you:

Please note that these documents are due for review in Spring 2021

  1. Read and adhere to the Terms of Service to PHEM feedback
  2. Read the following documents:
    1. How to make an EEAST or BEARS PHEM Feedback request
    2. A guide for clinicians - forms 1, 2 and 3
    3. A guide for debriefers - forms 1, 2 and 3
  3. Respect that this is confidential information and must be treated accordingly
  4. To try and resolve your query through your own self-directed learning and subsequently discussion a debriefer, prior to a request being generated.
  5. Understanding that the PHEM Feedback team, at present, are volunteers who are fulfilling their roles in the interests of interdisciplinary working and medical education.
  6. Timely feedback from you to us within one week of the learning conversation with your Educator
  7. Failure to return your questionnaires will risk your being excluded from accessing this service in the future so please return it for every case

Why do we need to return the questionnaires?

The success of the project and its likelihood of being available at other sites rests on us having honest feedback (even if it is constructively negative) from which we can evaluate and improve the project. The Hospital Teams go to great time and effort to provide this service so failure to reciprocate by completing the questionnaire may result in the clinician who attended the patient being ineligible for the project in the future. Similarly, we need to know if there are significant issues meeting with the Educators in order to facilitate a solution or, in the event of multiple or ongoing concerns, escalate to more senior figures within the relevant employing organisation.

When these questionnaires are analysed we anonymise them in order to maintain the trust of our users and ensure they can reflect and raise concerns honestly and constructively without fear of those personal comments being used against them. We anonymise clinicians’ concerns raised regarding Educators and the authors of hospital reports.

Will I risk disciplinary procedures if it turns out I made a mistake and this comes to light after my request is processed?

We have had some potential users raise concerns that participation with the PHEM Feedback project could contribute to evidence leading to disciplinary action. The aim of this project is to constructively highlight areas where practice can be improved, and good practice should be reinforced. Any cases where there are concerns of improper, dangerous or negligent conduct would be discovered and acted upon through existing ambulance service and hospital mechanisms which are nothing to do with PHEM Feedback.

Mistakes are a part of healthcare and a core aim of our project is to help our colleagues improve the standards of care that they can provide through reflective practice. Our Debriefers are committed to helping our Clinicians with their continual professional development. We hope we have allayed your concerns.