TESTIMONIALS

2020 UK Enterprise award

TESTIMONIALS

At Hearts First Ambulance Service, our experienced paramedics take care of clients across the UK and Europe. Please have a look at what people who've used our repatriation and patient transport services have to say about their experience. Alternatively, contact our team in Radlett for more information.
2020 UK Enterprise award

Dear Sir/Madam,


After a 12-hour journey being repatriated, Terry and Petra were very nice, and I felt looked after and in good, safe, professional hands. It made my last part of the trip home a bit nicer considering the tiredness and emotions about my injuries. 


I thought it was important to send my feedback as they were great.


Kind Regards

SG

20/03/2024


We wish to say thankyou to Eric and Suzy for helping get my husband home from Bristol airport after his repatriation from Spain .

This is the second time they have helped us and knowing we were in their safe hands made all the difference . They are both very professional as well as friendly and reassuring and very knowledgeable. Made us feel as though we were in safe hands. An asset to your company 

Thankyou very much for an excellent service. Although hopefully we will not need you again.


Yours

GC and AC

20/03/2024




Dear Sir / Madam


I am writing to pay great reference to the two paramedics namely Mick and Cameron who repatriated me from Zell an See ski resort in Austria to my home.


Mick and Cameron were extremely polite, helpful and throughout the long journey showed good care for my convenience and comfort. Despite some horrendous weather in northern France they got me and my wife home safe and sound. 


The two gentlemen are a credit to your company / industry. 


Kind regards 

S P

19/03/2024


I would just like to convey my thanks to Lee and Richard for getting me home, on 16/3 from Manchester Airport. They made the end of what had been a difficult day (and week) easy and relaxing and were extremely helpful.


Thanks gentlemen. It was appreciated.


PA

19/03/2024


Dear Sir/Madam,

 

I would like to thank you for the two very kind Ambulance Personnel, called Lee and Kevin who took me down to St Thomas' Hospital, London, earlier this year.

They were so helpful and kind towards my assistant and myself

 

Best wishes,

SJ.

17/03/2024


Private Transfer

Hi Gina,

How refreshing to deal with a business like yours Gina. I was delighted with the service provided.



GA

13/03/2024



I wish to thank everyone involved in repatriating my son following a ski accident. From the moment you made contact the communication was excellent, I had absolute confidence J would make it home safely and comfortably. 

 

Tomas and Mick were amazing, they completely put my son at ease and nothing was too much trouble. They showed kindness and empathy at all times and were great company during the long journey home.

 

Thank you once again,

C B
28/02/2024



Dear Sir/Madam,


I would like you to acknowledge and pass on my heartfelt thanks and appreciation to your two employees, John and Adam who brought me home to my door today from London, Heathrow Airport.


Their caring, friendly professionalism was faultless, nothing was too much trouble and they made me feel so much more grateful to be home and I felt I could relax in their care especially after five days alone in a French hospital and was not made to feel like a burden. 


I know that this is their job, but their care was more than just doing what was needed or expected, they both 'went the extra mile' to the point of patiently waiting for my husband to write down my medications and 'timings' for them for me as I couldn't remember it all, despite them having a long drive still ahead of them to return back down South.


I would appreciate it if they were commended for it. I am a great believer in credit and recognition where it's due and once again would like to thank them.



Kindest regards,

JB

15/02/2024



Dear Mr King,

I would just like to tell you that my trip to St Thomas’s hospital yesterday was made all the better by having couple Suzy and Eric as the team who took me there. As far as I’m concerned they are an asset to your company.

They were very professional as well as very jolly which was a real tonic in itself.

Please could you let them know I. Have written this review as you know people are quick to criticise and not to praise.


Yours,

BB

01/02/2024



Good Afternoon, 

A few weeks ago, my mother received first class service from Eric and Suzy. These two ambulance crew were so caring and reassuring and it was the best stair carry mum has received to date. She was comfortable and relaxed as Eric and Suzy brought her back home.


God bless them both.

N.O.

31/01/2024


Dear Sir

I write in praise of Tony & Pete - two of your team.


Yesterday, they drove my 19-year-old daughter all the way home from Tignes in France - after she broke her knee in a skiing accident.


We just wanted to let you know that Tony & Pete were wonderful. They were friendly, helpful and very professional. Most importantly, they put my daughter completely at ease at what could have a very stressful time for her.


We simply wanted to let you know how grateful we are.


With very best wishes

JS

15/01/2024



Dear Sir

I am writing to you in connection with the medical repatriation from Belgium to Swansea on 3/1/2024.

My husband, had been taken to hospital on 22/12/2023 - the day we had arrived in Belgium. It had been a very upsetting and stressful time for all of us. On 2/1/2024 I had a phone call from Pauline, at your company, letting me know that the ambulance would be picking us up the next day. I can’t tell you what a weight was lifted when I spoke to Pauline- she was so reassuring and professional, I just knew everything was going to be ok. Then when I met the medics, Andy and Mick, I felt that I could finally relax - people were there to help us. Andy and Mick couldn’t have been more helpful - they were so kind and considerate to us both. They had a job to do, and did it, but still had time to look after us. I think it was the first time since my husband had been in hospital that he was smiling, and actually laughed. When my husband was safely in the hospital, they were concerned about how I was going to get home, and they waited with me till my daughter-in-law picked me up.

They made a very stressful time as straightforward as possible, and I can’t thank them all enough.


Regards,

CB

09/01/2024



Thanks so much for updating us

 

You have provided a phenomenal service as usual

 

Merry xmas and happy new years

 

Kind regards

Saudi Health Mission

24/12/2023




Thank for transferring my father to Hemel Hempstead and back recently. Please let Ryan and Megan know that they were excellent in all aspects of the way they approached and dealt with the very difficult transfer of my father.

 

Regards,

RT

21/12/2023



Hi,

Quick heads up, Hearts First were brilliant! 1st class crew, (Emerson and Gary). Patient now home and tucked up in bed. Please pass on our thanks from Winchester.


Regards,

KG

South Central Ambulance Service

15/12/2023


Good morning,

I wanted to share with you this compliment for Cameron and Tracy which we received from our patient.


" Cameron and Tracy, the paramedics were equally wonderful. They had a really long journey from Heathrow to Hull and back but didn't seem to mind at all. They couldn't have been more caring."


Thanks you for your ongoing professional and caring assistance with all our cases.


Best wishes

CEGA Group

30.11.2023



Dear Megan & Team, 

Please see the following feedback from the patient's son received today.

"It was absolutely fantastic

Jacque and George at HFA were absolutely amazing

P was ever so grateful

Absolutely outstanding and looked after mum and brother throughout"


Thank you again and well done to everyone!

Kind regards,

AXA Travel Insurance

16.11.2023.



Hi Andy

 

I’ve been meaning to send a message to you to highlight the fantastic service my mum received from your staff.

The care she received from your team was absolutely second to none. I cannot express how caring these guys were and how very grateful I am to them for this. They were waiting for her on the tarmac when the plane landed and they were horrified that the airport staff had not covered mums dressings up and were allowing the heavy rain to wet them.  Suffice to say they certainly made up for this lack of care and when they were told they had to take her back into the building to go through passport control they did everything they could to ensure both her comfort, and to cover her dressings with whatever they had to hand in order to waterproof it. Thankfully this wasn’t actually needed as passport control allowed them passage without moving mum again. This level of care continued the whole time mum was in their care.

 

I believe that they couldn’t have looked after my mum any better than if she had been their own parent !!  They were friendly compassionate and professional in their dealing with mum and myself and I can’t thank them enough and I feel that they should be recognised for the work they do.

 

Kindest regards

AB

14.11.2023.



I would like to thank you for looking after us so well on our journey from Paris to London. We really appreciated not only your professional care but also your kindness and thoughtfulness both to J as the patient and also to me who was accompanying him. We were very grateful to you both.


With best wishes,


ACT

09.11.2023



Dear Team


I have recently returned from France via one of your ambulances, following a fall, which resulted in a broken vertibrae.  It has been a long and stressful journey from the time I broke my vertibrae to when I was contacted by your office - I believe your colleague’s name is Chris - to tell me that he was from Hearts First and that an ambulance was on its way from England to Boucoeur.  That, all being well, they would call in that evening to introduce themselves before going back to the hotel for the night.  This is exactly what happened. 


Mark and Brian introduced themselves and were keen to explain how they would go about getting me home and that my comfort was their primary concern.  Any time I needed to stop for a comfort break or needed a cup of coffee or something to eat, I was to let them know and not to feel awkward about it.  This they stressed several times during the journey.  I could lie down on the stretcher or sit in a seat.  They were very friendly and I felt assured that they knew what they were doing.  I was not to be disappointed.


The next morning they arrived at my house, helped me into the ambulance, made sure I was comfortable and we were off.  The drive was good, the atmosphere between the two drivers was good and comfortable.  They certainly made me feel that I was their number one concern.  They made what could have been a long, uncomfortable journey - one I had been dreading - a joy, I could not have asked for more.


With not only my sincere and grateful thanks but that of my husband and children.


SC

7.11.2023



Journey from Lyon, France to Swindon UK.

A visit the night before to confirm and arrange the next morning pick up immediately gave us confidence that we were in very good hands, and we would reach our destination safely. Both Tony and Pete took their responsibilities very personally and this resulted in a journey that was oddly as enjoyable as possible, keeping our spirits up.

I did not realise that this level of care and attention was still available in this turbulent world. We cannot that them highly enough.


An amazing pair who worked together seamlessly. Thank you so much for getting us back so quickly and into hospital.


MV and wife

2.11.2023



I just wanted to take the time to say thank you to Nathan & Gaynor who collected me from Leeds Airport after breaking my knee cap in Greece. They could not have been more professional, patient and understanding. They went above and beyond to ensure that I was reassured and comfortable and I couldn’t have asked for more. 


They would be my first choice for anyone having to use your services a great team and I would like them to know how grateful I am. 


Thank you so much. 


Kind regards,


MN

24/10/2023




Hi,

Your company transported me home from the South of France to Northern Ireland last weekend. Over the three days all your staff were absolutely wonderful. 

Mick and Andy collected me in France and they could not have done anymore to make the journey as pleasant as possible. Whilst being very professional in their medical care, they were also good craic (fun) and it was a pleasure to be in their company. 


I was handed over on the Sunday afternoon to Wendy and Paul, both of them could not have been any nicer to me. In fact, I think he was actually out of pocket whilst buying me some food. 


I was then handed over in Scotland to the Northern Ireland crew and again they were absolutely wonderful in their care of me and a pleasure to be with. 


Hopefully I will not have to avail of your services again but please pass on my very sincere thanks to all your staff. 



Kind regards,


PB

23/10/2023 




Dear Mr King

A second little message of thanks for the first leg of a very long transfer from the hospital yo my home. Your colleagues Jo and Georgia were fabulous and very friendly. They arrived dead on time at Paisley Hospital making my wait in the discharge lounge so short, we didn't have time to finish the tea we were offered - LOL. The first ambulance was smaller but with a bit of squeezing we got everything in, including myself and my wife, luggage, Zimmer frame and Crutches!! The ride was very smooth and comfortable. Your colleagues were very friendly and most helpful indeed. As said before the transfer in Lancaster was smooth and professional. Thank you very much for an excellent service!!


Best wishes.



DG

23/10/2023 



Dear Mr King

I would like to take the opportunity to express my great gratitude at the smooth transfer over a long distance. Your drivers team Jacqui and George were excellent. They were very friendly and chatty and very professional in dealing with the hand over in Lancaster and with all matters of my transport. They accommodated my dear wife and our luggage from our holiday in Scotland. George kindly wheeled me to the disabled facilities at the service stations. Your Ambulance was very comfortable and allowed me to adjust my lying position to be comfortable. The ride was smooth, even on the abysmal surfaces of the M25. Thank you again for the quality, friendliness and professionality of your service.


Kind regards and best wishes for your company and colleagues,


D G

23/10/2023




Hi ,

My husband and I were repatriated to the U.K. from Corfu after I fractured my hip. Eric and Suzy met us at the airport and brought us home to Newport South Wales. They were wonderful and nothing was too much trouble for them. The journey home was made easier due to their care and compassion. A wonderful team, they need to be recognised for all they do .


Many thanks, it’s wonderful to be home.

 

Kind Regards

LB

16/10/2023 



Grateful thanks to Hearts First for an excellent service. After a very challenging and stressful few days in Southampton resulting in hospitalisation for my husband and having to cancel our holiday, Hearts First got us safely back home to Scotland. Crew members Andy and Mick were just delightful, highly professional and attended to our every need, making our journey northwards to the changeover point very bearable. Thank you both! The changeover crew Georgia, Jo and Sandy were equally first class and made the last lap of our journey home very manageable. Upon arrival at our home Sandy and Jo could not have been more helpful in assisting John upstairs and with our luggage, Thanks so much to them for that and for all their kindness.

Throughout the whole experience every crew member offered useful advice so we always felt we were in very god hands. Congratulations to Hearts First. They are to be commended as a company who really understand the complexities of repatriation.


MW

05/10/2023


Dear team, 


We would like to compliment 2 members of staff that were on a job yesterday picking up a patient from signature Cardiff, Adam and Allen were fantastic very polite and empathised with the family and from what we saw met everyone’s needs.

Very professional service 


Well done.

Kind regards ,


JH

Signature Flight Support

28/09/2023


My wife and I wish to say a huge thank you to Pete and Adam who transported us back from France to the UK. My wife suffered a stroke whilst we were on holiday and naturally we were concerned about the journey home. Pete and Adam were extremely caring and professional in everything they did and most of all they made my wife feel safe. Whilst the experience was one we would not like to repeat, Pete and Adam made it one we will not forget and we are truly grateful. At the end of our journey, it was sad to say goodbye. I am pleased to say that my wife is making steady progress with her recovery.

Merci encore.


TH

22/09/2023


We wish to say a big THANK YOU to Emerson and Adam for their help and professional support this Thursday. During preparation for the day they foresaw and discussed in detail with us all important elements of the transportation, it was very important to avoid unexpected changes. Special thanks for the outstanding psychological support before and during transportation, which is very much appreciated. It was a key for the overall success. With professional help from Emerson and Adam we made a very important appointment on that day.


S

19/09/2023



Emerson,

Many thanks for this. ............... She said the ambulance crew were superb and very efficient. 


For my own part I am very grateful for the helpful and professional approach of all those I have had contact with over the last five days. It has made a huge difference to us during a very stressful period. 


Thanks to all involved. 

AB

31/08/2023




I wish to say a big thank you to Suzy and Eric who transported me recently by ambulance from Biggen Hill to Poole Hospital.  The journey was particularly challenging because the M3 and M27 were closed and the M25 gridlocked. This meant an arduous route for Eric to drive to Poole Hospital.


Both Suzy and Eric were very kind, good humoured and looked after me brilliantly and I appreciated all those qualities especially as I have a broken ankle and was air lifted from Pisa Airport in Italy, after a very bad fall in Florence.


An amazing service thank you.


Kind regards,

HM

16/08/2023



Dear people at Hearts First....

 

Please find attached our feedback and photo from our road trip with Pete and Tony last Saturday!!

After a very traumatic time in France with my husband, seen in the photo, who fractured a vertebrae and broke a finger while we were pedalling to Paris from Daventry (no kidding!!), Tony's voice on my phone to say they were almost with us to take us home was WONDERFUL!

We had an excellent journey home -thanks to Pete and Tony.

 

Best wishes to you all....

 

J and D

03/08/2023



Hi,

Henry and Gary treated us with dignity and compassion and took particular care to include our son in conversations and talked to him about his new diagnosis. Incredible service after a very stressful week.


NG

03/08/2023 




Hi,


I wanted to send my thanks to Rob & Claire in the office, Pete, Tony, Cameron & Adam in the ambulances.


We had to repatriate both my parents from France this week. Rob & Claire were the first people who we had spoken to for a week of dealing with insurance etc that cared, knew what they were talking about and kept us up to date with calls and emails. Just having a named contact who would actually phone us back was a massive weight off our shoulders.


We then met with ambulance team when they assessed my parents and then transported them to the UK, to the hospital and then ensure that they were properly looked after, admitted to a ward and everything was handed over correctly.


The transfers could not have gone better. The ambulances were modern, well looked after. The team ensured my parents were cared for the entire journey, and they all ensured the hospital was waiting from them to arrive. Despite the long days, they never lost their humour or polite approach.


Its hard to put into words how much a professional, friendly and caring approach from the team means to us all, when our parents had been through such an event, so I'm struggling to do our gratitude justice.


Thanks

RL

14/07/2023 





Can you please pass on my thanks to Andy and Mick who really helped us feel comfortable on our journey home. They were very professional and supportive and a pleasure to go on this hard journey. They kept in contact before and made graham feel at ease.


I would also like to thank Tomas and Chris who were our second crew and very polite and helpful especially as we forgot to take our passports back and they kindly messaged us to say they had given them to Graham.


All four paramedics are a credit to your company and thank you.


Regards,


SG

07/07/2023





We routinely ask Hearts First to support us on our medical repatrations within the UK. Time and time again they have proven to be an invaluable asset.


MB

26/06/2023 





Heraklion to UK

This was a long and tiring journey for all concerned but everyone got home safe and well.

Our Medic really did an excellent job and thank you to Hearts First Ambulance Service for their superb assistance again.


Medical Air Assistance.

26/06/2023 




Hi,

I would like you to thank two of your staff who looked after me on the 26th of June taking me from Manchester airport to Royal Stoke hospital they were so good to me. We had to wait for hours. Their name are Erik and Suzy.


Please tell them how much I appreciated what they did for me.


Regards


SS.

26/06/2023 




Dear Mr King.


We are writing to express our grateful thanks to your Ambulance Personnel, Eric and Suzy, who safely transported us from Gatwick Airport to our home in Devon.


We were impressed with their professionalism yet friendly manner and at all times they were attentive and delivered excellent patient care. 


With many thanks and kind regards


PB.

19/04/2023 




Hi there, 


I am writing this email in order to send my compliments to your staff (Russ and Jim) who repatriated myself and my travel companion from Albertville - France, back to the UK on 31/03/23. 


Russ and Jim were fantastic. They were caring, attentive and acted professionally throughout. Clearly highly experienced in patient care and this type of repatriation work. 


As a fellow ambulance colleague. I can genuinely say that these staff are a credit to your organisation, and that I would confidently and without hesitation entrust them to look after my family/loved ones if they found themselves in similar circumstances.


Please pass this message of thanks to Russ and Jim. 


Kind regards, 

D H

02/04/2023 




Thanking your organisation for getting me home from Bourg, St Maurice to Edinburgh.

Tomas and Brian were extremely, kind and efficient as were Daniel and Sandy on the last leg.

I am extremely grateful.


With best wishes,

AC

18.03.2023




Dear Mr King

I am writing to make you aware of the excellent service and care I received earlier this week from Tony and Pete in my two day repatriation from near Lake Garda in Italy to my home. As soon as I met them I just knew they were going to do a good job over my two day repatriation back to the UK.


Well done to them and to you and the remainder of your staff that help provide an excellent service. It is one we hope we never have to use but good to know that there is a high standard service there when we do.


Completed Feedback Form attached


Kind regards

BT

17.03.2023




Good Morning,

Just to confirm our sincere thanks to Simon and of course to Tom/Brian, the ambulance crew, who couldn’t have been more helpful, considerate and compassionate in bringing us home yesterday.

We’re most grateful for your help and support, which of course is especially appreciated at a time far from home and when dealing with a serious injury.

We expressed our thanks to Tom & Brian directly but would be grateful if you could also pass on our sincere appreciation – they’re two lovely guys.


Best wishes and kind regards,

SC

15.03.2023




Good morning Andy and team,


Now that the dust has settled. I wanted to drop you a note to thank everyone at Hearts First for all their help, support and advice in the process of getting D home. It felt like a herculean effort but it was all worth it as he's now back in the UK and like a different person. In France he was on morphine and sedatives and we really thought he had a matter of days to live but since being back under the care of the NHS he has started to eat again. He's gone from being barely able to speak to chatting, laughing and joking with his usual sense of humour.


I would particularly like to thank Claire who was so kind, professional and considerate in providing regular and comprehensive updates to several of us as the transfer was taking place; it helped make us all feel more reassured at what was a very stressful time.


Thank you again – you don’t know what your help has meant to D and his family.


Very best wishes,

N

17.02.2023




Not only were they helpful and polite, they were both extremely friendly, chatty and good company. They made a long journey pass quite quickly.

They were amazingly personable helping me even with the little things, like my shoelaces!


PB

05.02.2023




From the start of the trip, my husband and I were treated with dignity and understanding. We were delayed for some time at the beginning of the journey and were constantly updated. From the minute they arrived we trusted them implicitly.


I was dreading my journey home. Sometimes the things that worry us most are made better by people and heir approach to a difficult situation. Ken and Goran seemed to have the ability to spot when I was feeling concerned or vulnerable and did a fantastic job of telling an amusing or uplifting story. My husband and I constantly felt assured by their presence and we had the upmost confidence that we would get home safely. We were quite seriously delayed by traffic. I think the journey took about 17 hours to our home. They did not lose their professionalism or sense of humour, always ensuring that we were both comfortable and happy. I cannot express enough how much we both appreciated the efforts of two very special people.


I hope that they were able to get home and have some well-deserved rest.


FB

04.02.2023




Tony and Pete treated me like family. I felt I’d known them for ages. They were respectful and allowed me dignity at all times, advising me what was needed. They ensured I had enough to eat and drink as well as essential stops!

I had absolute confidence and trust in them both. An amazing couple of guys who are first class at their job and gave me that service.

Thank you very much.


LN

03.02.2023




Just wanted to write and say a huge “Thank You” to you and the wider team for your help and support earlier this week. Please forward this email or pass on my thanks to all those involved. 


After suffering an accident and being left by my family in a foreign country hospital, I was a little scared, to say the least. Not knowing how or when I would be returning home, just added to my anxiety. 


After receiving your email, explaining the reasons and how my repatriation would take place, really helped to understand the complexities involved with this kind of operation. 


When Brian and Jim arrived, late afternoon on New Years Day with the ambulance, they were quick to reassure me that they were there to provide help and support every step of the way for my repatriation. 


Huge thanks to HFAS for putting me at ease and driving me all the way across France. It was good to know that I only had to ask and they were there to help in what ever way they could. 


When we reached England we had a crew change over and Garry and Karen completed my return to Southampton. Again, Garry and Karen were just as friendly and professional as Jim and Brian and ensured a very difficult situation for me, was made much easier with their reassurance. After a long 15 hour journey I arrived at Southampton General Hospital, where a bed had been secured for me prior to our arrival and within 20 minutes of arriving, I was safely in an English hospital bed, just 10 miles away from my home. 


Please send my sincere thanks and deep appreciation to everyone involved. You were all amazing!! 


With many thanks and kindest regards,


LC

09/01/2023



Just wanted to thank you and your guys for yesterday which was quite a fraught situation for my wife.


When they arrived they were very polite, professional and friendly, it made a big difference.


I would recommend you service to others.


Regards

R K

20/12/2022



A huge big thank you to the whole team for the care given during our stay in the hospital and our repatriation to the UK and home.


We could not have asked for more. The relief to get home was amazing. 


Wishing you all a very Happy Christmas and best wishes for the New Year. 


Kind regards,

GM and RM. 

16/12/2022



We are writing to say a big thankyou for the way R's repatriation from Tenerife back to our local hospital was handled.  We would like to personally commend the Paramedic for the professional way he looked after R and myself and helped to put us at ease under very difficult conditions. 

 

Also we commend the two paramedics on the private ambulance from Manchester Airport  Their patience was unending as we waited for R to eventually be admitted into hospital. 


If possible, please pass our commendation on to them and their superiors. 

 

Yours sincerely, 

RP and BG 

23/11/2022



Hi Kim,

You and your colleagues are truly phenomenal you should all be very proud of what you do and how you do it.


Thank you so very, very much.


Best regards

J

21/11/2022



I believe it was one of your teams that collected my husband and medical escort, myself and daughter from Gatwick Airport on Friday.


I would just like you to pass on our very sincere thanks to them both for their courtesy, kindness and professionalism. They looked after us extremely well and made a very stressful situation so much easier. We were very impressed.


Best regards,

E K 

07/11/2022



The crew were always respectful from start to finish, they were informative and transparent, very clear and helpful. They supported us with our new born and at all times we felt comfortable and confident. They made us feel safe and at home.


SW

10.11.2022



Dear Hearts First,

This email is to pass on the high compliment our customer has paid to your ground ambulance crew during her repatriation.

She described them as outstanding, kind, and professional.

Please accept our thanks for your services.

 

Yours Sincerely,

 

M

Your Travel Insurance Agent, AXA UK

17/10/2022




Not only were they helpful and polite, they were both extremely friendly, chatty and good company. They made a long journey pass quite quickly.

They were amazingly personable helping me even with the little things, like my shoelaces!


PB

05.02.2023




From the start of the trip, my husband and I were treated with dignity and understanding. We were delayed for some time at the beginning of the journey and were constantly updated. From the minute they arrived we trusted them implicitly.


I was dreading my journey home. Sometimes the things that worry us most are made better by people and heir approach to a difficult situation. Ken and Goran seemed to have the ability to spot when I was feeling concerned or vulnerable and did a fantastic job of telling an amusing or uplifting story. My husband and I constantly felt assured by their presence and we had the upmost confidence that we would get home safely. We were quite seriously delayed by traffic. I think the journey took about 17 hours to our home. They did not lose their professionalism or sense of humour, always ensuring that we were both comfortable and happy. I cannot express enough how much we both appreciated the efforts of two very special people.


I hope that they were able to get home and have some well-deserved rest.


FB

04.02.2023




Just wanted to thank you and your guys for yesterday which was quite a fraught situation for my wife.


When they arrived they were very polite, professional and friendly, it made a big difference.


I would recommend you service to others.


Regards

R K

20/12/2022



A huge big thank you to the whole team for the care given during our stay in the hospital and our repatriation to the UK and home.


We could not have asked for more. The relief to get home was amazing. 


Wishing you all a very Happy Christmas and best wishes for the New Year. 


Kind regards,

GM and RM. 

16/12/2022



We are writing to say a big thankyou for the way R's repatriation from Tenerife back to our local hospital was handled.  We would like to personally commend the Paramedic for the professional way he looked after R and myself and helped to put us at ease under very difficult conditions. 

 

Also we commend the two paramedics on the private ambulance from Manchester Airport  Their patience was unending as we waited for R to eventually be admitted into hospital. 


If possible, please pass our commendation on to them and their superiors. 

 

Yours sincerely, 

RP and BG 

23/11/2022



Hi Kim,

You and your colleagues are truly phenomenal you should all be very proud of what you do and how you do it.


Thank you so very, very much.


Best regards

J

21/11/2022



I believe it was one of your teams that collected my husband and medical escort, myself and daughter from Gatwick Airport on Friday.


I would just like you to pass on our very sincere thanks to them both for their courtesy, kindness and professionalism. They looked after us extremely well and made a very stressful situation so much easier. We were very impressed.


Best regards,

E K 

07/11/2022



The crew were always respectful from start to finish, they were informative and transparent, very clear and helpful. They supported us with our new born and at all times we felt comfortable and confident. They made us feel safe and at home.


SW

10.11.2022



Dear Hearts First,

This email is to pass on the high compliment our customer has paid to your ground ambulance crew during her repatriation.

She described them as outstanding, kind, and professional.

Please accept our thanks for your services.

 

Yours Sincerely,

 

M

Your Travel Insurance Agent, AXA UK

17/10/2022



Just wanted to thank you and your guys for yesterday which was quite a fraught situation for my wife.


When they arrived they were very polite, professional and friendly, it made a big difference.


I would recommend you service to others.


Regards

R K

20/12/2022



A huge big thank you to the whole team for the care given during our stay in the hospital and our repatriation to the UK and home.


We could not have asked for more. The relief to get home was amazing. 


Wishing you all a very Happy Christmas and best wishes for the New Year. 


Kind regards,

GM and RM. 

16/12/2022



We are writing to say a big thankyou for the way R's repatriation from Tenerife back to our local hospital was handled.  We would like to personally commend the Paramedic for the professional way he looked after R and myself and helped to put us at ease under very difficult conditions. 

 

Also we commend the two paramedics on the private ambulance from Manchester Airport  Their patience was unending as we waited for R to eventually be admitted into hospital. 


If possible, please pass our commendation on to them and their superiors. 

 

Yours sincerely, 

RP and BG 

23/11/2022



Hi Kim,

You and your colleagues are truly phenomenal you should all be very proud of what you do and how you do it.


Thank you so very, very much.


Best regards

J

21/11/2022



I believe it was one of your teams that collected my husband and medical escort, myself and daughter from Gatwick Airport on Friday.


I would just like you to pass on our very sincere thanks to them both for their courtesy, kindness and professionalism. They looked after us extremely well and made a very stressful situation so much easier. We were very impressed.


Best regards,

E K 

07/11/2022



The crew were always respectful from start to finish, they were informative and transparent, very clear and helpful. They supported us with our new born and at all times we felt comfortable and confident. They made us feel safe and at home.


SW

10.11.2022



Dear Hearts First,

This email is to pass on the high compliment our customer has paid to your ground ambulance crew during her repatriation.

She described them as outstanding, kind, and professional.

Please accept our thanks for your services.

 

Yours Sincerely,

 

M

Your Travel Insurance Agent, AXA UK

17/10/2022



Just wanted to thank you and your guys for yesterday which was quite a fraught situation for my wife.


When they arrived they were very polite, professional and friendly, it made a big difference.


I would recommend you service to others.


Regards

R K

20/12/2022



A huge big thank you to the whole team for the care given during our stay in the hospital and our repatriation to the UK and home.


We could not have asked for more. The relief to get home was amazing. 


Wishing you all a very Happy Christmas and best wishes for the New Year. 


Kind regards,

GM and RM. 

16/12/2022



We are writing to say a big thankyou for the way R's repatriation from Tenerife back to our local hospital was handled.  We would like to personally commend the Paramedic for the professional way he looked after R and myself and helped to put us at ease under very difficult conditions. 

 

Also we commend the two paramedics on the private ambulance from Manchester Airport  Their patience was unending as we waited for R to eventually be admitted into hospital. 


If possible, please pass our commendation on to them and their superiors. 

 

Yours sincerely, 

RP and BG 

23/11/2022



Hi Kim,

You and your colleagues are truly phenomenal you should all be very proud of what you do and how you do it.


Thank you so very, very much.


Best regards

J

21/11/2022



I believe it was one of your teams that collected my husband and medical escort, myself and daughter from Gatwick Airport on Friday.


I would just like you to pass on our very sincere thanks to them both for their courtesy, kindness and professionalism. They looked after us extremely well and made a very stressful situation so much easier. We were very impressed.


Best regards,

E K 

07/11/2022



The crew were always respectful from start to finish, they were informative and transparent, very clear and helpful. They supported us with our new born and at all times we felt comfortable and confident. They made us feel safe and at home.


SW

10.11.2022



Dear Hearts First,

This email is to pass on the high compliment our customer has paid to your ground ambulance crew during her repatriation.

She described them as outstanding, kind, and professional.

Please accept our thanks for your services.

 

Yours Sincerely,

 

M

Your Travel Insurance Agent, AXA UK

17/10/2022


Morning Andy,


Hope all is well with you.


Just wanted to say what a pleasure it is to deal with your operations center. Always professional, efficient, polite and responsive. They consistently answer the phone immediately and know exactly what they are talking about. Yesterday I spoke with Pauline, expecting to have to explain precautions for C-diff patients. But immediately Pauline knew what was required.


In this age of poor customer service and the usual post-Covid19 excuses for poor service it is truly refreshing to deal with your team... 


Please pass along my thanks for their consistent high level of support.


Best wishes

Steve
10/10/2022




Dear Team,

I was brought back home from Le Touquet last Friday. I cannot thank your team enough for your help and assistance following my hip accident. It was almost a pleasure but M and A made it bearable.


Please pass my comment to the boss.


Regards

P B

13/09/2022


Dear all,

I’m writing to ask that you please pass on our thanks for looking after my mother and me so well on our journey back to England. They were a terrific team and looked after our every need - friendly, caring, unphased by any of our requests. Hopefully we will never need to use your services again, but I wouldn’t hesitate to recommend them to others if needed.

They are a credit to your organisation.

Thank you also for helping set the journey up.

Very best wishes 


E H

25/08/2022


Dear all,

I just wanted to say a heartfelt thank you to Hearts First and especially for the way in which I was repatriated back the UK last week. A nasty bike accident left me with a fractured ankle and a broken collarbone. The ankle was operated on and I then spent 6 days in hospital.  By the time the crew arrived I'd been stuck in a hospital room in the middle of the heatwave with no air conditioning and having to cope with the inevitable language issues. Suffice it to say I was feeling very fragile.

From the moment I met G and K I knew it would all be alright. They were so calm, caring and professional. Nothing was too much trouble. Because my mobility is so compromised at present, the whole journey of 12 hours was by ambulance but they took great care to ensure I was comfortable and had everything I needed. I can't speak highly enough of them and hope that you will pass my deep gratitude on. They were fab!


SP

24/07/2022


Hi'

From the bottom of our hearts I want to thank you and the team at Hearts First Ambulance for everything you have done for my brother. He said the 2 people that came to transport him were so determined and made sure it all went smoothly. I want to thank you too for making this possible. 


God Bless you all for the work you do helping so many people. 


Thank you so so much, this is a huge weight lifted off our family. 


God Bless,

A

14/07/2022


I am writing retrospectively to applaud your ambulance crew for their attentions and immediate responses to my needs on the day; not only was I escorted to several rest rooms but they also offered and got me a cup of coffee which I thought was a lovely gesture. I enjoyed my chats with both men and topics ranged from the injury itself to the Royal Family.


I wanted to put my appreciation and thanks on record and would be grateful if you could let the crew know that I have been in touch. 


Yours faithfully

JP

07/07/2022


I would like to thank everyone for their efforts to repatriate me from Italy. I cannot express enough how thankful I was to be back on home soil. The crew on the ambulance bringing me back were both kind and compassionate. Made me laugh which helped my moral tremendously after 12 days in an Italian hospital where obviously not many could speak my language. It is heaven to be back in England. Myself and my family send our heartfelt thanks for everything done to get me home.


Deeply grateful

ES

09/06/2022


Hello,

Although I completed your customer questionnaire, I wasn’t able to express our true feelings and admiration. The ambulance crew were professionals of the highest order throughout our seventeen hour journey. We were their constant concern. We were treated with respect and dignity with perhaps the occasional leg pull. They are a most accomplished partnership who never relaxed from their prime aim, the comfort and care for J.


Always a smile, always taking the utmost care even after seventeen hours.


A remarkable pair of paramedics. We felt totally safe throughout the journey. Quite outstanding. 


Kind regards

D

08/06/2022


Hello,

I just wanted to provide some feedback for our paramedics on our journey from Basel to Rugby. I accompanied my mother most of the way. 


I couldn’t have been more delighted with how friendly, practical, relaxed and professional our paramedics were. My mum is usually super nervous about anything medical, and so it was a miracle that they managed to make her so comfortable and remove her fears about this medical transport experience. After a horrible few days, I was expecting this to be the hardest bit, but they made it really pleasant. 


Many thanks again for this excellent service, 


SB

10/05/2022 


Dear Jackie and George,

I hope you’re both well.


I’m writing to say thank you for all your help last Tuesday (May 3), when you repatriated me from Rouen to Tunbridge Wells. Your patience, kindness and professionalism were exemplary, from the moment that you arrived - unexpectedly - at my room, until you delivered me home late at night. Your care for me was outstanding. I could not have had greater help in the transfers, nor greater comfort in transit. You also dealt with problems that were none of your making, with exceptional, reassuring calm.

And thank you for the chat on the way back. The luxury of jabbering away after three weeks of bad French was therapy in itself. 


All the very best

M G

09/05/2022



Dear Hearts First, 

I must admit I had no idea what to expect when doing a two-day stint in an ambulance with people I did not know !


Andy and Mick were my crew, from the moment they came to my apartment the night before the trip, to introduce themselves, I was at ease. Completely professional, informative and relaxed. I knew it was going to be ok and it was!


Your website states you treat patients as you would family. That was exactly what happened. It was everything for my comfort from leaving Cascais. It actually felt more like a road trip! That was a huge relief. They were such good company. I had plenty of rest and refreshment despite us having to keep moving to get to the hotel by even midnight!


So from speaking to K in the first place, your service was first class. A and M were the best! Absolutely first class representatives of your company. I am eternally grateful to them for bringing me home.


Yours,

HH

26/04/2022


Hi,

My wife was transported via your ambulance last Thursday. I would sincerely like to thank the drivers and medics for there wonderful service. They made my wife’s trip thoroughly enjoyable. They were remarkable and should be on the honours list as the work they perform seems to be above and beyond the call of duty. Could you please convey to them my sincere thanks.


Cheers

M T

18/04/2022



Hi,

I would like to extend my overwhelming appreciation to your company for their care and compassion for looking after me whilst being repatriated to the UK. From the start to the finish of my journey I was treated with care and compassion. These two guys are an absolute asset to Hearts First Ambulance.

 

Thank you so very much.


Kind Regards

Adam  

12/04/2022


Your crew were extremely helpful, polite and efficient throughout my journey from France. I was treated with dignity and they explained what they were doing at all times and answered any questions.


Many thanks,

MR

31/03/2022


Please find attached your routine feedback form, left with me on Saturday night having been transported from Thonon Les Bains. The replies to the simple questions on your form cannot properly capture our gratitude for the exemplary way in which the crew and your Ops team handled us during the day. 


Throughout the journey, both T and S were reassuring, engaging and thoroughly professional; a credit to your organisation, which they speak very highly of and are clearly proud to represent.


With thanks

Steve

28/03/2022


Hi Andy, 


Really positive feedback about the impact that your staff had over the weekend and their extremely positive attitude, so thank you all very much. It felt like the cavalry had arrived, which combined with a lower than recent level of activity over the weekend has been a great help in setting us up in a better than expected position for the start of a very busy week! 


Bedfordshire Hospitals NHS Foundation Trust

16/03/2022



I wish to offer my sincerest thanks and praise for the expert care and support your staff provided recently.


C & L were knowledgeable, kind and compassionate. They provided a 5* service, patiently waiting our arrival after a delayed flight they offered us reassurance on the safe return journey home.


Their calm, professional confidence immediately put us at ease after experiencing significant trauma. We felt safe and secure in their company, they had a collective sense of being fully in control and this was evident. They worked perfectly in sync with each other and this meant we were home quickly without issue. I cannot tell you how much of a positive impact they had on us. 


I’ve described them on my social media platforms as “earth angels” their physical and emotional support was second to none. They gave good advise and helped us as we formulated plans for ongoing care. 


Kind Regards 

K

11.03.2022


Dear Anthony,

I have been meaning to write to thank you for arranging my repatriation by ambulance on Saturday February 5th from Albertville and to thank the guys who drove me back. They were very kind and attentive. Please pass my thanks on to them.


It was a huge relief to see them when they popped into my hospital room on the Friday evening. And they looked after me extremely well during the stops we made en-route.


Kind regards,

Liz

23.02.2022


Good Morning

Yesterday’s HDU crew were outstanding. They were very professional and worked really well as a crew.

Please pass on my thanks.


Many Thanks

SS

iON Ambulance Care 

Lead Controller

11.02.2022



Hi Alistair,

It was definitely the right decision to get you guys on board and the crew were fantastic and meant that we felt very happy that we were in safe hands. We can’t thank you enough, especially for making sure that he was left in good hands at the R D and E.


Thank you again and I hope we are never in the situation where we need your services again…..but it’s very comforting to know that you are there.


Kindest regards

E

16.01.2022




Hi,

I just wanted to say a huge thank you to the Paramedics who brought us home from Italy after Christmas. My teenage son was looked after just as a teenager would want - care and attention without making him feel fussed, a bit of humour and yet a sense of being respected, chat when he was up for it and space when he needed it. Their clinical expertise gave me complete confidence and we felt very well looked after in every way from door to door.


We traveled for about 12 hours on the first day and stayed the night in France. That worked really well for us. I don't know how the crew could have driven for longer, even in shifts.


Coming to the channel tunnel on the second day, they were calm and professional with no sense of urgency and still somehow got us onto an earlier than expected train. We never felt rushed at any stage in the journey, all paperwork and the practicalities of food, fuel etc were dealt with in an organised and calm way, and we arrived home in good time.


Obviously I hope never to be a repeat customer, but our journey home was a positive experience at a difficult time. I am enormously grateful to the crew for their kindness, patience and clear competence in everything they did. (Except trying to work the coffee machine in the Austrian service station! :-) 


Please can you pass on my thanks, and say I hope they went home proud of a job done well. 


I work in the NHS alongside various professionals every day, and hope you recognise that your organisation is lucky to have such a committed and professional team.


Best wishes,

CP

10/01/2022



What can I say? Friday 8th October was a real bad time for me. I was moving from South Yorkshire to Melton Mowbray and the thought was scary. Thank you, Hearts First Ambulance, for having the team G and W.

These chaps were amazing!!!!!!  I was scared panicky and in tears. I hadn’t set foot outside in 3 years. The chaps were so patient. They have a heart of gold. They were reassuring kind and thoughtful understanding and patient beyond belief. They really helped calm me down so much, so I felt at ease by the end of the journey.

Please let them know how wonderful they are. I can’t thank them enough.


They are the best!


Thanks

JB

25/10/2021


Andy 

I just want to say thank you, the feedback we get from customers about your service is constantly exceptional. It adds so much to our product and reputation. You should be very proud of your professionalism and quality of service.

 

Best regards

RW

Mayday Group

21/10/2021



Dear All

Just wanted to say thank you to the whole team, especially to T and A for making the process of returning my stepmother to the UK run so smoothly.

They made sure she was comfortable with both them and the ambulance, journey what was happening and really put her at ease.

I kept up to date on what was going to happen, everyone there was so helpful, and A and T certainly are a credit to Hearts First Ambulance Service.

Once again, many thanks



Kind regards

L

07/10/2021


Dear Sirs

I am writing to thank you for your wonderful service which I would highly recommend.

I was driven home to Budleigh Salterton from Maisonnais-sur-Tardoire last Wednesday/Thursday and the first part of the trip involved me being picked up from my stepdaughter’s home, where the crew helped me into the ambulance and made me comfortable for the trip.

Nothing was too trouble, I couldn’t have been looked after better by friends or family members and I am so grateful to them and the two guys who changed over at Heathrow and brought me and my belongings into my bedroom and even moved an extremely heavy box that had been delivered that day that my husband could not lift so thank you very much for an extra unexpected service.

 

Hopefully I will not need your company again, but certainly be very pleased to recommend you.


Kind regards,

G

11/10/2021


On behalf of the Ambulance Wish Foundation I would like to thank Hearts First Ambulance and your wonderful crew for arranging transport yesterday to enable M to have her wish and attend a family get together, which I was told was very special indeed.

I received very positive feedback from My sister who said “the ambulance guys were amazing, and everything couldn’t have gone more smoothly.

Once again, our very grateful thanks 


Yours Sincerely,

Ambulance Wish Foundation

04/10/2021


Many thanks for your email.


I just wanted to let you know that the ambulance crew today were fantastic. They drove smoothly so know sharp breaking which usually really hurts my daughter’s spine and were both professional and friendly. Please pass on our thanks to them. 


Yours sincerely,

JB

04/10/2021


Yesterday I was transported from Keswick to Bedford hospital by Brian and Jim after breaking my leg whilst on holiday.


They made my journey as goo as it possibly could be. They were attentive and respectful and thoroughly professional, and I could not have asked for two better people to have taken care of me.


Please could my thanks be passed on to the team and this email noted by their seniors. Your quality of staff is exemplary.


Kind regards

WC

02/09/2021


Hi Orjes – thanks for the feedback to Hearts First, and congratulations!

Hi Claire – thanks for our help- it's really nice to find a company that is helpful and reliable, we will definitely be happy to use you again.


Kind regards

SP

15/07/2021


Hi All

Would like to thank you for all your assistance on Monday, her pick up and drop off was smooth and the two gentlemen that helped were fantastic.

Words cannot express my gratitude for ensuring my Mum was there at my wedding. It truly meant a lot to me.

I hope you have a lovely rest of the week!



Many thanks

OJ

14/07/2021


Hi Andy,


All went very well last Monday, and Nigel was absolutely fantastic! He is a credit to your team.

Becky R 


Many thanks

Becky R

05/07/2021


I just wanted to say a very big Thank you - To you and your team at Hearts First Ambulance Service!!!

You have all been instrumental in ensuring a smooth transfer for our most vulnerable residents.


The Ambulance crew members were so respectful, friendly and accommodating and you handled the booking, again the transfers happened without a hitch.

 

Kind regards

Pam

26/10/2020


Good Morning

 

I hope this email finds you well.


At the end of every mission, we get our staff to complete a so-called Case Closure Report, in which they can provide us with feedback for their mission.


On the Case Closure report for yesterday’s mission, I received some feedback I would like to share:


Jackie and Tim from Hearts First were extremely friendly and helpful. It was lovely working with them- thanks!


Would you be ever so kind to share this with your team?


Warm regards,

Sara

31/01/2021

Dear Sir/Madam,


Please may I offer my sincere thanks to Tony and Pete for their care and consideration during the long journey from Hillingdon hospital to Castle Hill hospital.


I am getting around a LITTLE better now.

Thanks lads!


Yours sincerely,

Sylvia M

24/09/2020

Andy

Firstly, I wanted to thank you for pulling of the Saturday miracle of getting everybody home safe and sound. I know it was a team effort, but you shouldered the brunt of the weight and for that I am in your debt.


Should you ever come to Prague be sure to look me up and dinner will be on me!


Invoice received, I just spoke to John, we'll try and get it out today, but worse case will get that wired to you tomorrow.

Thanks again


Yours sincerely,

Mark

21/12/2020


Good morning


To whom that can help, 


It’s to do with this transport to Northwick park,


Firstly, thank you so much for your teams assistance. 


They were amazing! 

AS most know I have a lot of complex issues to say the least. 

On the way there they really took my disabilities into account as well as asking me what could or might happen, what to do if that does happen etc.


It didn't go so well with me and the surgeon. His attitude towards me, the surgery that I'd waited a long time for he said it won't be going ahead by him and then made a certain comment that caused me a lot of distress and thank you for your team as they done the best for me in that case. 

And that was to leave the hospital, even though the surgeon had already made it clear he didn't want me/us there.


And please can you thank the team that took me there and away from there please, they saved me from further distress and stress related issues. They really did take my needs into account and I can't be more thankful.

That's the best transport team I've ever had. 

Please could you send them my regards.


Much thanks 

Kind regards

RJ 

17/09/2020


Morning


I just wanted to say a huge thank you for the fabulous service and care our family has received in John's repatriation. From the very first contact your office team has been superb. We have been able to contact you at any time of the day and your responses to our questions have been immediate. Both myself and Mary felt like we were in safe hands throughout the entire process. 


The facilitation of dad's bed at Heathcote has been brilliant, and the extra mile you have gone in dealing with our challenges has been superb. 

Dad said the ambulance crew were 'brilliant' (and that's not a phrase he uses often!) So thank you for taking such good care of him during his journey. It really has filled him with confidence for his return to the UK.


I am happy if you would like to use this as a testimonial on your website, and I'd be happy to leave a positive review of your service anywhere it helps!

Once again, thank you so much. I genuinely believe this has been a life saving move.


Kind regards

Jenna

27/08/2020


Good afternoon all


I know the job is not yet finished but I wanted to express my feelings about meeting with your Ambulance Crew.

Yesterday they arrived, in really good time, calling me as arranged to enable me to be at the hospital when they arrived.

The three of them were so calm and reassuring to me, and then, the meeting with John, who has become increasingly stressed of late, was really great. They talked gently and positively with him. We were able to spend some time making sure everything was in order.

This morning they were bang on time to collect John, I was there with things to pass over for them to take with John. They filled me with confidence, John I know is in safe hands


I look forward to hearing about their safe arrival.


Sincere thanks 

Mary J

24/08/2020


Hi team,


Just got off the phone with Mr Pearce and he says you guys did a great job with the repatriation. He also says he was very lucky he took out insurance.

Thanks once again 🙂🙂


Oliver Gadd

Mayday

18/08/2020


This feedback relates to a patient transfer from The Burroughs Care Home at 13:30 yesterday (Mon 17 August):


Response to all seven questions is “Yes”. In terms of “Comments”, I’d like to thank both of the crew for the way that they interacted with Dad, as well as the very reassuring and professional way that they managed all practical aspects of the transfer. 


Best regards

John H

17/08/2020


Hi Andy,


I have just taken a call from the patient who wanted to let us know that he was over the moon with the support from Dav and Paul. He advised that he could not rate them enough, they made sure everyone was comfortable throughout, they made him laugh and the driving skills were fantastic. Nothing was too much trouble for them. He wanted to call to express his sincere thanks from the bottom of his heart and will also be contacting his insurance company today to let them know. What an amazing job!


Kind Regards

JB

21/07/2020


Hi Andy,


I have just received a call from Chris at EEAST to say that Hearts First Crews have all been amazing today. He went on to say that they had been very busy, the crews went above and beyond and have been fantastic, especially PUH007 (Andy and Allen). 


How nice is that! Chris said he felt that he wanted to give us a call to let us know they are very much appreciated. 


JB

26/06/2020


Dear Hearts First Ambulance Service,



Can I thank the marvellous ambulance team who returned a resident to our home today for the calm, kind way they assisted us with taking her upstairs and getting her into bed. 


Their names were Ken and Andy, and they used their skills to negotiate a difficult problem, They are crew 004. 

Please pass on my thanks to them for all that they did. 


Kind regards 

Caroline

18/06/2020


We have received a message of thanks from a patient that a private crew PUTT002 – Hearts First, Mark & Robert - attended on the 24th May 2020 - 

 

My husband passed away at home on the 24th May. 


He had late stage tumour and was bleeding internally. 


I am so grateful to the paramedics and out of hours GP that came out and wanted you to thank them for me. 


We had 2 paramedics visit on early evening of 23rd May and a different two on the 24th. They were all so kind and compassionate. They couldn’t have done any more than they did to make my husband comfortable and pain free. He had the best end he could have had given the circumstances. 


We also had an out of hours GP (again I don’t know his name) but he was with us for several hours on 24th. Again he was so kind and Compassionate.  He must have been busy but he stayed and coordinated everything with the paramedics and Rennie Grove nurse. 

We knew my husband would have died on the way to hospital and even though he wanted to go, they let him believe to the end that once he was pain-free he would go for treatment. It is such a comfort to me that they handled it so sensitively and that he didn’t know he was dying.


Please thank them all personally for me. 

24/05/20


We have received a phone message of thanks from a patient that the private crew attended on the 4th May 2020 - PUH002, Kenneth and Robert 



You would like to compliment the crew who had attended to you. They provided you with an exceptional service and they were superb in their care of you. You appreciated that the crew were non-judgemental about being transgender.


One of the crew members was aware of the rare genetic condition that you have, and you was impressed with his knowledge. You had dealt with world leading professionals, and scientists and this crew member had the ability to interpret the information he was given.


Thank you

04/05/20


A voicemail has been received by the EEAST patient experience team, the caller wishing to say "the girls who attended to you were brilliant and you would like to praise them up. "

02/05/20

A C2 call given as passing out.

Call sign was PUH008 crewed by Jo and Tina.


Peter Redfern

East Of England Ambulance Service

PAS DATIX Investigator



Dear sir/madam,


I’d like to leave a review/testimonial in regard to the service I received on Friday 3rd January by Darren and Rachel. I’d broken my tibia on a ski holiday in the south of France and they came to my rescue post surgery to get me home. 



The first thing that I’d say, is that throughout the service I received, I got EXACTLY what they said they’d do. They arrived on Thursday night and assessed me in hospital and we made a plan as to how to travel back on Friday to make me most comfortable and the journey most efficient. On the day, they arrived dead on time and went above and beyond to inform me how to use my crutches, assist me into the ambulance, make me comfortable and managed all expectations for the journey- So much so, I didn’t require any pain medication or feel like any consideration hadn’t already been covered. 


My boyfriend, Jack, accompanied me for the journey and was able to sit with me for the entire time (with his legs up!), which was great to have. 

The journey was really superb: we stopped whenever I required, I was always made at ease, always being checked on and was informed about how my care is to continue in the UK. For instance, they translated crucial documents from French to English, which has drastically saved time getting me into the outpatients service for the UK and getting GP referrals, the next day I got home (which also meant no trip to A&E was necessary)!


We got back right on time, I was helped from the ambulance directly to my bed, I have all the next steps planned out for my aftercare and I feel thoroughly confident that my road to recovery is on track. Having had a plane flight as the only alternative way to get home, I would thoroughly recommend this service as the best option - no waiting, no queuing, no airplane discomfort, no struggle, no fear of further injury, and most importantly, no extra cost to me.


Aside from the service I received, I’d like to add that Darren and Rachel are entirely the ideal paramedics, and people, I could have asked for. Two of the most down to earth, supportive, easy to talk to, confident and experienced individuals, with an obvious passion for what they do, and talent in exceeding expectations.

My sincere thanks for everything they, and you as a company, provide. Couldn’t have been better. 


All the very best,


Natalie and Jack 

05/01/2020


Hi Andy,


This is the first opportunity I have had to sit down and type some emails.


Thank you for making my repatriation happen, in the company of Andy, Rachel and Darren, three of the most professional, caring people one could ever meet.

We were looked after and well catered for, we were made to feel like VIP’s for the whole arduous trip.

We became very close to these guys and consider them as dear friends, please convey our sincere best wishes to them.

We are all aware the ordeal was difficult, but you said to me, “ I’ll get you home” and you did, we can’t thank you enough.


Thank you for all your help and support, I am now home after 3 hospital stays, and on the way to recovery.


Best Wishes and Kind Regards,

HK & KK
14/11/2019




Dear whom it may concern,

I am emailing with regards to your brilliant employees Darren and Rachel. My mother fell ill whilst we were on our yearly city break to Poland which she was rushed into hospital and placed into intensive care with suspected respiratory pneumonia, we spent a total of 3 weeks and 3 days over there which was only supposed to have been a 4-day break. My mother was brought home with myself via medical assistance to London Heathrow where your wonderful employees then drove us from Heathrow to our home address in Salford on the 7th November 2019. I have had no moment to take a breath since being home but I had to make sure I wrote to you to give an absolutely shining review. They were both absolutely wonderful and made the 5-hour journey a breeze, a time which was a very difficult one was turned into a wonderful evening regardless of the situation! They were extremely attentive, kind, caring and funny. Not only did they do a fantastic job taking care of not just my mother but myself, they listened to my story about suffering very badly with mental health and gave me some brilliant tips. They are such a credit to themselves and to the company! And everybody they are surrounded by are so lucky to have them both. Please tell them from myself and the family we are so thankful for their hard work and we wish them nothing but love and luck in the future. 

Best wishes and the kindest regards,

Bronte, Kerry and Family. 

12/11/2019




I would like to thank James Burton and Radek Juras who collected me from East Midlands airport on Sunday 10th November 2019. It was so comforting to me to have two such caring persons look after me from the airport to home. I had had a hip replacement in Tenerife and been in hospital for eleven days and unfortunately poorly looked after whilst in hospital. It was so nice to be greeted by James and Radek who understood that I was in a state after holding myself for the toilet for 6 hours as I was worried about moving on the plane. They saw to everything. Found me the nearest disabled toilet, stayed with me and when they transferred me to my home Radek drove so carefully and James uplifted my spirits, chatting to me all the way of the hour journey.

So please, please give them my sincere thanks. Credit to your company. 5 stars!


Kind regards,

UL

13/11/2019



Dear Ben

Thank you so much for all your help in enabling us to hire an ambulance so the wish could take place on 18th and 19th October. 
I have received feedback from the lady who Andy Hubbard supported on her wish to her daughter’s wedding. She said both clinicians were kind and very generous and was so thankful to them. She wouldn’t have been able to fulfill her dream without them. 

Kind regards
PT
Make a Wish Foundation

To all at Hearts First, I just wanted to say that you very much indeed for all your help.
My mother was safely delivered to the care home last evening and I had a chance to meet Jackie and Andy who made sure she was safe and comfortable before they left which was amazing considering it was so late in the day and they had started so early and travelled so far - Hamburg GER to Hemel Hempstead. Those two are incredible people, so diligent caring and kind and an absolute credit to your company.

best wishes to you all
Alexis
26/09/2019


Hi


I would like to send my heartfelt thanks to Rachel and Darren who came out to France to bring my mum back after she had broken her back. My mother had been through a great ordeal and was very frightened and frustrated with been so helpless, not really knowing her future as the language barrier was real problem after my dad had to leave us there.


I received a phone call from (Tim) on 15/9/19. Sorry not sure if this is the correct name, saying we had a crew on their way to pick us up. The ambulance would be fully equipped, everything mum would need plus DVDs and Wi-Fi, which seemed amazing. 


Rachel and Darren met me at the hotel we were all staying at. We discussed my mums care and how the journey home would progress. They kept me so calm all the way through the conversation. 

We met up the next morning to pick my mum up from the hospital. Everything went how they explained it would and from the moment mum was with them we both felt relieved and blessed. 

The couple are an asset to your organisation. I cannot express our feelings for their caring and professionalism. Nothing was too much trouble. 


Please pass our heartfelt thanks to them. Also thank you to Jackie and Dave who took us from Watford to Grimsby. It was a very long 21 hours for mum and I. 


Kind regards 

Emma P., 08/10/2019


Thank you so much to Karen and John who repatriated Kathleen and myself from Athens to the UK. 
They are an amazing team who made us feel relaxed, safe and like family. 
Their support went above and beyond anything we could ever have hoped for. 
They are welcome to visit us in Glasgow anytime! 
Thanks also to Andy and Jackie and Chris for the onwards journey to Glasgow. 
You are all a wonderful team of people 

05th October 2019

To whom it may concern, 

I wanted to drop you an email to say how impressed I was with the Hearts First repatriation service. 

In a difficult situation, I had an excellent experience. Adam and Ali really did make my journey comfortable. They could not have done more to take care of me. Their communication was especially good in terms of keeping me updated on what was a very long journey from Southern France. 

They’re both a credit to you. 

Keep up all the good work.

Best regards, 

Simon, 04/09/19

Dear Sir/Madam

Just a little note to thanks to your crew who were at Gatwick today and, were in a position to help with a patient with “Cardiac” issues prior to me and my colleague arriving on scene, they had made comprehensive initial observations and provided an excellent handover to us, hope the crew had a safe journey onwards to Exeter with their patient 

Many Thanks

Michael, Emergency Care Support Worker Gatwick Airport, 01/09/2019

I write to express my thanks Rachel and Darren, Ian and Paul for the major part they played in delivering me from Amsterdam to Derbyshire on 4th September. The care and attention and driving in difficult conditions was excellent. I will remember them with grateful thanks always. They were brilliant.

Brenda

Good morning
Unfortunately for my wife and I it was necessary to make use of your repatriation service at the end of last week, arranged for us by the Caravan Club. 
Please accept our sincere thanks for the extremely professional and caring help your teams showed us. The majority of the journey back from Clermont Ferrand saw us accompanied by Andy and Brian - two men who really are "on top of the game": they were brilliant throughout the whole journey. Mid-evening after a long day, we had the benefit of being taken on by a second crew (whose name unfortunately I now forget, due to the circumstances): these two people were equally caring and professional in the help they gave
My wife and I cannot thank you enough for getting us home with the minimum of fuss and providing a first class service. Please pass on our thanks to ALL involved, including Anthony, your Operations Manager, who made the initial contact and was also there on the change over.
Regards, 

Martin & Penny, 2nd September 2019

Dear Sir/Madam

Just a little note to thanks to your crew who were at Gatwick today and, were in a position to help with a patient with “Cardiac” issues prior to me and my colleague arriving on scene, they had made comprehensive initial observations and provided an excellent handover to us, hope the crew had a safe journey onwards to Exeter with their patient 

Many Thanks

Michael, Emergency Care Support Worker Gatwick Airport, 01/09/2019

We would like to express our heartfelt gratitude to your ambulance service and many thanks to Adam and Ali who were amazing and got us to our local hospital on Friday 2nd August. 

My husband Jeff, had a heart attack while on holiday in Majorca, which resulted in a 10-day stay in hospital over there. When he was able to fly home, Adam and Ali were at the airport waiting to take him to our local hospital when we had landed back in the UK.

From the moment we met them, from help with the luggage to the ambulance and again upon arrival at hospital, concern for our well fare, informing us of all the next steps, made us feel ease.

We can't thank them enough.

Jeff is now settled into our local hospital awaiting further treatment.

Many, many thanks again for getting us home. After such a traumatic experience you will never know how good it feels to be back.


Kind regards,

Tracey and Jeff, 02/08/2019


"I have written this letter, as a letter of recommendation and validation of the excellent standards achieved by Hearts First Ambulance Service.
I speak as a former head of medical services for the UK and Ireland for AXA Travel Insurance and as a senior nurse who has undertaken many repatriations that have used Hearts First as their preferred and in some cases exclusive provider.

In the 4 years I have worked with Hearts, I have never known anything but excellence, from the quality and training of their crews, their excellent vehicle standards, their excellent operations team and communication, their training and development, to their ‘Gold Standard clinical ability’.

At AXA we used them as our ‘only’ long distance European provider and as our exclusive clinical transport provider in the UK. I can truthfully say that I cannot recall a complaint, large or small from our customers, or our clinical team with their service. They are also the No. 1 choice of clinical transportation for 80% of this country's assistance companies.

I thoroughly recommend them to your business, with the knowledge that they are by far the ‘best’ and ‘safest’ private ambulance providers in the UK."

David Young RGN

"I just wanted to say a big thank you, to two members of your staff. Whilst on a school trip in France, a student had a really serious allergic reaction which means that we had to stay for 24 hours in a hospital in Calais just the two of us. As you can imagine, this has been quite an intense and stressful experience for the student.

However, George and Jackie who picked us up yesterday afternoon managed to switch this traumatic experience for the student to something actually enjoyable.

They were absolutely lovely and caring towards both of us. They really made sure that Ayesha (and me!) was feeling good, was comfortable and constantly checked on her. They explained everything to her, made sure that she had enough to eat/drink... It was so nice to see that they had such lovely, genuine caring manners for that student. I was extremely impressed by the service they both provided.

On a selfish point of view, it was also a little bit of a relieved to have these amazing two staff with me looking after her too after the 24 hours we had in Calais, I felt I had less pressure as they were doing such a wonderful job.

Ayesha left the ambulance with a huge smile on her face which I am sure would not have happened without George and Jackie.

I did say that to both of your staff (and the parents were also really grateful) but I wanted to pass it on to your company too. I also praised them both to the insurance company and will fill a really positive feedback form."

Marine Masson (the tired teacher!) 17/07/2019

"I would like to say a massive thank you for bringing my father in law home from Calais France to Suffolk Tracey and Andy were fantastic with him he had a stroke while on holiday out there and although he was unable to speak properly they treated him with the utmost respect and care my wife and his wife were there to greet him at hospital and after an emotional welcome he was booked in then Andy and Tracey spent time with us over a coffee to tell us about the journey how happy he was to see them and just a general chat that alone was nice that they made time for us we as a family cannot thank you and your staff enough for the excellent way you treated my father in law thank you again"


TW 14th June 2019


"Yann, Maurice and I cannot thank you enough for the excellent and efficient service from you and your team over the past few days.

The paramedic team, Claire and Brian, were excellent and definitely an example to their profession. They showed such patience, good humour and professionalism during the incredibly long journey from London to Rennes, France and delivered Maurice safely to his destination. They were both really lovely and we wish them continued success.

Thank you so much for all of your help. We will certainly recommend your service to family and friends."

Yann, Maurice and Zara (14/06/19)

"I am sending this email on behalf my husband, Geoff…the patient, and myself, to thank Adam and Ali for all they did, (including enduring ‘high seas’) to enable us return to Jersey on 7th/ 8th June 2019.

It was an epic journey from Reims to Poole to Jersey. After a traumatic 16 days in the hospital in Reims, which started badly and happily / thankfully ended well, Adam and Ali could not have been more supportive or empathetic to our needs. We cannot thank them enough and have sung their praises and the praises of your ambulance service Jersey / UK wide.

Geoff continues to make progress, albeit slowly, as he now requires intensive post operative rehabilitation. We are naturally delighted not only to be back in Jersey but Geoff is also now at home, from which base I am sure he will continue to make steady progress.

Please convey our thanks and good wishes to Adam and Ali."

Lilla

"I am writing to commend two members of your service who brought me back from France last week. Innes & Andy were professional and efficient as well as being sympathetic and cheerful - very necessary with the delays we met on the roads in the UK.

Thank you, and them for such a good service."

MT

"This is to say how pleased we both were with Kathryn’s repatriation from Gourdon, France to Southampton last Friday. Phillipa and Lawrence were very kind and highly professional despite the length of the journey. We had at first held out for an airlift repatriation but we are now quite sure that an ambulance recovery was the best and least disruptive and comfortable outcome.

Our thanks again."

Jeremy & Kathryn T 23/05/19

"Adam and Nicky picked us up from Granada on The 30th April. I cannot begin to tell you how well they looked after us. I’m certain my husband was greatly reassured by their professionalism and caring attitude.

Can you please convey our sincere thanks to Adam and Nicky, we will always remember them with gratitude and fondness, and wish them both all the best for the future.

Not forgetting the team that brought us from London to Liverpool (by which time we were completely exhausted) who had to deal with traffic disruptions.

All in all, an excellent service...Thanks again"

Nina H 17/05/19

"Just a quick note to thank you for picking me up from Manchester airport and taking me to Whiston Hospital. Your care, attention, friendliness + cheerfulness were a real boost after the hell of Sorrento Hospital.

You are a fantastic team & I really appreciate the assistance you gave especially when we go to Whiston."

DC 21/05/19

"We have just received a call from patient 31149 who wanted her gratitude passed on to the crew who transported her home.

In particular, she wanted the young lady who is studying to become a doctor to be noted for her kindness and conduct.

Good job!"

Joey Marriner, Operations Team Leader 25/04/19

" I just wanted to say a big thank you for all the help and kindness you showed me and my sister Helen last weekend when you repatriated me back to England from Tignes after I broke my leg on Sunday March 17th.


Special thanks to Mick and Gary followed by Anthony and Mike the ambulance crews not forgetting Shane in Operations, who calmed me down when I felt very unwell on Saturday night before the repatriation.


You kept Helen and I safe throughout the long eighteen-hour journey.


You were all amazing.  Best wishes and thank you again"


Jo xx


" You were a sight for sore eyes when you met us at LHR on the morning of the 20th March. We would have written earlier but it’s been hectic these past few days. J was admitted in the evening on arrival straight onto an ortho ward. Since then she has had the op on the patella and may be home in 10 days.


Thank you both for looking after us so well. You made the trip comfortable and entertaining as well. It was nice to get to know you and to better understand what you do in sometimes difficult situations.


You never you know we might meet again but hopefully, in a different setting.  It was a pleasure to be with you.


Would you please pass on our heartfelt thanks to drivers Ray and Paul for the wonderful effort they put in after we arrived in the UK on the 20th. They took over from Adam and Ali at Wetherby and not only got us to the RIE promptly but negotiated an admission onto an ortho ward.


They were professional and compassionate and looked after us both so well. Tell them their work was very much appreciated. "


J & J M. 25/03/19


"I would like to thank Hearts First for their excellent service, care and expertise.

After 13 days in Grenoble Alps hospital, following a skiing accident, the choice of taking a private ambulance, door to door, was a far better decision than the flying option!

I was lucky enough to be allocated a couple called Darren & Rachel, who have a wealth of NHS emergency service experience as well as vast European & paramedic patience transportation experience.

I was made as comfortable as possible and all my medical needs taken care of. Plus the ambulance was new and immaculate.

Many thanks to all concerned."

MF 18/02/2019

"We have received some positive feedback from the above patient for whom you did a road transfer on 31/12/19 from London Gatwick to a North London address.

They told us:

" … the journey back with Hearts First Ambulance Service was faultless. It was not our intention to celebrate New Year's eve at the back of an ambulance but I would not have wanted to travel home at all unless I was in that vehicle. Andy King took great care of me and his co-driver made sure that he avoided any potential hazards which would cause more damage to my broken spine. Please pass on our thanks and gratitude to them."

Thank you to your staff for their excellent care of our patient."

Kerry Slade | Case Manager |CEGA Medical Assistance

"The patient has asked that we extend to your her gratitude and high estimation of the ground ambulance crew that attended to her during her recent repatriation from Bourg St Maurice FR.

She said that the crew were outstanding and could have done nothing better. Please pass on her praise to those involved. Thank you for providing such an exemplary service for our customers."

Matt Penovich, AXA Assistance UK 30/01/2019

"I would like to express my sincere thanks to your two excellent ambulance staff who accompanied my elderly mum and myself from Cardiff Hospital to Bradford in Yorkshire on 30 December 2018, after my mum fell on Christmas Eve and broke her hip, resulting in a replacement hip operation on Christmas Day. I believe it was Raphael and Jackie. They both took great care of her and were professional in every way, nothing was too much trouble. They really reassured and calmed my mum and myself at a very stressful and worrying time. They drove carefully and were conscious of her needs at all times.

They are a credit to your organisation. Mum is recovering well. Please pass on my thanks and wish them and yourselves a happy and healthy 2019."

M.P. BA FCA MCIPD MCDI RCDP 15/01/2019

"I wanted to write to thank you both so much for your kindness and friendship on our journey back from Sallanches France on Tuesday.

I would describe the journey as luxurious (under the circumstances) and very well organised. So please would you thank your boss and everyone else in the company involved in my repatriation.

I hope that you can both accept this little token of my appreciation. Hope you had a good nights sleep and it was lovely to have met you.

Lots of love (and gratitude)"

SL - 11th January 2019

"You guys are so good honestly! I wish everyone works like you!

Thank you very much for confirming. I will update the other hospital now.

Keep up the amazing work!"

Mona El Agami, Embassy Liaison Officer, Royal Free London NHS Foundation Trust, Private Patients Unit - 18/12/18

“I can not thank your ambulance crew enough for the amazing job they did today. Darren & Nicky were absolutely fantastic. They treated him with so much compassion and like a human being rather than just a slab of meat. I am so pleased Jewish Care recommended your services and would not hesitate to use you again in future. I cannot fault the extremely professional service we received and your ambulance crew made the transition to the care home extremely smooth and easy. Thank you!”

27/11/18

"Just to let you know that this was a complaint case from us, that I did the post repat social call on today. Pax wanted to let me know how marvelous the ambulance crew had been, they had even stopped to take him for a coffee. He also complimented on how comfortable he had been on his vacuum mattress in the ambulance after an uncomfortable stretcher repat from Larnaca. He really praised the crew, just thought that I would let you know. Well done."

Carmen Davidson, Emergency assistance team, AXA Assistance 09/11/2018

"Would you please pass on our thanks to Ali and Andy who collected us from Nimes in the South of France to return to MK, they were very helpful and looked after Roger on the 15-hour journey, talking to him and stopping him worrying about his injury and forthcoming op. We are pleased to say he has now had his op in MK which he came through with no problems this time.


We are so grateful for your service and would recommend you to anyone abroad who needs medical assistance to get back to the UK."


J Parker 17/10/2018


"Hearts First Ambulance in Blackpool were EXCEPTIONAL. Very helpful despite the driving rain. Safe transport, assisted with patient transfer and handover. Exceptional team.

I wanted to thank you for all your help and support with all transfers that you are part of. Here’s to many more in the future!"

Hannah Lafferty, Flight Nurse Co-ordinator, Capital Air Ambulance

"Linda confirmed that my mother was safe and well and happy and had apparently enjoyed the journey from Stamford Bridge, York and had suffered no ill effects.


I travelled in the ambulances with my parents and can confirm that mother seemed to enjoy every minute of the journey. She was happy and smiling and more lucid than I have seen her for months. We made numerous stops for repositioning and pad changes and also for hot drinks and food - and comfort breaks for the rest of us, and not once did my mother show any sign of distress or discomfort. She was still happy and smiling and alert when we arrived at Home Farm and a week later has still not shown any sign of ill effects from the journey. In fact the staff at Home Farm are amazed that my mother bears little resemblance to the woman described in the social worker's assessment and report from the care home at Stamford Bridge and that she is so much better than they were led to believe.


Once again, thank you for all your help and support during the months that this took to finally bring to fruition and many thanks to all the wonderful staff who helped to make the journey a resounding success."


Kim,  28/09/2018


"I want to express my appreciation to your organisation and especially to the crew who met me and my wife at St Pancras station last Monday evening.

Chris and Kevin were caring, reassuring and professional.

They made sure that my wife was safe and got me to my local A & E as soon as possible, staying with me until the handover was completed."

Mike 17/09/2018

"Just thought I would share this email with you that we received from Mr C:


“Please can you forward contact details of the ambulance company as want to thank them - the two drivers were brilliant and made the 5-hour journey a pleasant one 


Thank you again"


Sarah,  Technical Executive, AXA Partners


"I just want to thank you and compliment on the service we received on Friday by your two employees. After a nightmare three-week stay in Turkey, we were greeted with smiling faces and just took over the transfer to Rochdale. With excessive traffic delays, both of your colleagues checked on us, talked to us and assured us we would be ok. I can not thank them enough and my two young children enjoyed the journey back home.


Thank you as a company for the service you provide and your two colleagues were outstanding in their care for my wife as well as us as a family!!!"


Dave Aug 2018


"Hello Andy hope this email finds you as well as I am. I have just done a post repat social call to Mr. Packs daughter she was really happy and asked me to make sure that I informed the ambulance company that their team were brilliant and made the repatriation so much easier. The family could not thank them enough."

Aug 2018

"I've the pleasure this morning to ride on one of your ambulances from Brighton to Biggin Hill airport.

I just want to thank you for the service and the quality delivered by your crew in subject. Is definitely appreciated and also the family wants to thank them for their care and kindness.

I will definitely use your service next time and recommend it to anyone who will ask for suggestions.

Thanks again and have a great day."

Mattia Cherubin CFN, EU Operations Director, SkyCare Global LLC.

" I just wanted to say a HUGE BIG thank you for the care and attention that you paid to Oonagh & I on our recent journey from Spain to home in Scotland.


I was very apprehensive before your arrival at our apartment and was dreading the journey home separated from the rest of my family, but your kindness, professionalism and friendly personalities put me at ease and as a result, the journey home was as good as it could have been.


I will never forget our road trip as long as I live (especially driving around Lyon an 9.00pm looking for an open pharmacy to buy a new breast pump!) and I look forward to telling baby Oonagh of our adventures when she is older…


We are enjoying being back home and re-united with all the family.


Thanks very much once again"


Love & Best wishes, Mum & Baby,  August 2018


"Hey Andy, just wanted to drop you a msg to say such a big thank you for getting me out of France and back home. It was a real pleasure to meet you & George, now in my top 5 best road trips I have ever done. 😁

So Morriston hospital discharged me yesterday, in their opinion surgery with all its risks wouldn't benefit as much as just letting the body do the work especially as I'm in no real pain & the fracture is small. So have been fitted up with some crutches and sent on my way.

If you ever venture over the bridge into Wales drop us a msg be great to hook up 👍🏼

Thanks again."

Mark G 20/07/18

"I was transported by Tony and Adam yesterday after a horrendous time in Greece.

I just want to thank them profusely for being so wonderful, caring and happy. They made me laugh so much (especially Adam).

My sister and I had had a horrendous 5 days and they bought us back to life.

Thank you all so much"

Jill, 11 July 2018

"With regards to our conversation this morning. I would like to thank you and your team for yet another job well done. I am aware that there was a problem yesterday with this patient on arrival in the UK. You and your team did a fantastic job and the family did not realise how serious the problem had been. I have called them this morning and they told me that they are really happy with the way the AA went and the transfers."

Emergency assistance team, AXA Assistance

"We will continue to use your service regardless the price increase. We and our patients are very happy with the service you provide."

Erika Sanchez, PPU Bookings and Admin Team Leader

"Thanks for the update. Of course we never enjoy hearing that costs are increasing, but we understand what you’re going through.

We will continue coming to HFAS primarily for our needs. You provide a great service!"

Teddy Thomas, Director of Operations, One Call Medical Transports

"Anthony, this is just a short email to sincerely thank you and your team(s) for the very efficient, profession, caring, and humane way that your ambulance team of Adam & Tony carried out June 1st/ 2nd. The team arrived as pre notified at 3pm French time and the moment that the walked into Anne’s private room she immediately relaxed and considered herself in “safe hands” Their mixture of professionalism & humour was very relaxing for both of us, and together we dealt with the delays in the Hospital Bureaucracy and managed to get Anne officially discharged at 0900 on Saturday 2nd whereupon we then set off at a steady pace towards Rouen, where we stopped for Anne to go to the toilet/ have a coffee/ stretch her legs, then back onto The Chunnel where we did the same at the Flexiplus lounge, before boarding the train and then onto our home in Haywards Heath.


We cannot express enough our heart felt praise for these two guys, and of course your organisation. Everything that they could possibly do to ensure Anne’s care and comfort was delivered immediately and with a light touch which helped to keep her safe/ secure and reasonably relaxed. Please thank the guys when you are next in contact"


John Armstrong,  03/06/2018


"It was such a relief to be welcomed back to the UK by your friendly, reassuring health team waiting for me when I came through customs for transfer to my local hospital.

Being greeted by people showing concern and kindness made such a difference after a difficult experience abroad.

Andy and Debs were immediately considerate "Hello, my name is... do you want the loo, something to eat and drink?" They were so careful with manoeuvring me and the chair that I felt safe and well looked after for the first time in days.

The drive and the handover at the hospital was smooth and handled so well, nothing was too much trouble for them.

I can't thank you enough."

Siobhan S, 27/5/18

"Ian and I wanted to thank you for your help and that of the 2 crews: Adam and Tim, and Jo and Sandy, in getting Mum safely to Inverness overnight on Monday/Tuesday this week. They were so kind and professional, nothing was too much trouble to make sure Mum was safe and secure and that I was too.

It was a long 24 hours in total but we arrived safely in Stornoway on Tuesday evening after a few hours rest in Inverness and since arriving, Mum is already taking an interest in her new surroundings.

We have recommended Hearts First to the Area Director and managers of the HC-One homes in Inverness and Stornoway - you and your crews made this move possible and we are very grateful."

Ann, 25/5/2018

"Everything was sorted quickly once I showed them the email below.

Dad has had a whisky and looking forward to his own bed!

Thank you so very very much to you all for the patience, professionalism and caring attitude.

It's been a tough few weeks for us but once Mum was in the capable hands of your team we felt calm. Also I've forgotten the names of the 2 charming gentlemen (I apologise for not remembering) who came to meet us at the arrivals. Honestly we would have been flapping about without them. Please pass on our sincere thanks to them and everyone involved.

Kindest and deep felt thank you,"

Mira and the Jethwa's, 20/5/2018

"A belated message to say how very impressed we were with your service. Nikki and Tony showed complete professionalism and much appreciated kindness after a harrowing eight days spent in Albertville Hospital with a broken back. They made the long journey back to London as easy and pleasant as possible.

We have told numerous people what a good service you all have provided.

Please pass on our thanks to Nikki & Tony and let them know that life is slowly returning normal."

Bruce & Angela, 3/5/2018

"I wish to congratulate you on the excellent service that your company provided in transporting me together with my wife and daughter on Saturday the 31st March from Grenoble France. Your drivers/ medics Adam & Tristan were first class and very caring not only for me the injured passenger but also for my wife and daughter. Nothing was too much trouble and they stressed at all times that my comfort was paramount. It was a long day and their humour and care was exactly the same at the end of the journey as at the beginning. I am now recovering and will be fully fit within the next few weeks. Please convey my good wishes to Adam & Tristam for a job extremely well done."


Michael B,  16/4/2018


"Hello just to say a very big thank you to both your crews who return my son Mark and myself back to Wakefield from Serris hospital in France safe and sound and with good humour, fantastic service all round and free food on Eurotunnel many thanks again best regards"

Adrian P, 16/04/18

"I just wanted to send a note to say thank you for the great support we had from you all with our repatriation from Lyon, FR to Wiltshire earlier this week.


The call from Tim to explain the timing and process was so reassuring and he made sure we had all the information needed to know that help was on the way.


We can’t thank the team of Nikki and Darren enough for their care during the trip itself. The call from Nikki to confirm they had arrived locally, the night before, helped us to get a good nights sleep before the trip and again gave us reassurance that we were finally heading home.


On the day itself Nikki and Darren were caring and attentive, with great humour too! We had some fun along the way and this made what could have been a very stressful time so much easier and actually an enjoyable 13hrs.


Whilst, of course, I would prefer not to repeat the experience-if I ever have to I would wish for this team again.


Thank you so much"


Claire and Clive N,  13/4/2018


"Just wanted to drop you a line following meeting some of your guys at the end of last week. I was on a repat working for Cega from France - your team met us at Luton airport.

The guys were lovely and pleasant, the ambulance modern and clean, and the repat went without problem."

Dr. David Connor MB ChB BAO BSc (Med Sci) (Hons) MRCEM, 11-04-2018

"Just to say thank you for your brilliant service when I was repatriated from Albertville France to Hospital in Cambridge. Rachael and Darren were the most wonderful, caring and professional couple, they could not have made my long journey more comfortable and what I wanted was top priority, many many thanks."


Annie J,  30/3/2018


"Thank you again for all your help. My husband has decided they are going to drive him back themselves as he has been discharged from hospital and is a little better. I was very impressed with your team and they reassured me greatly when I was very stressed. I'm sorry to have made work for you and then not used you. I will definitely recommend you to others who may need this service.

Thanks again"

Carole

"Thank you for so much for sending your outstanding crew Nicky and Dan to collect us from Austria and deliver us back to the North West of England. From the first call to Introduce themselves throughout I felt at ease through their care and professionalism. I had been nervous about the road journey with a broken leg in a heavy cast from toe to thigh. In fact I was very comfortable due to the super quality mattress well equipped ambulance and excellent smooth driving. The weather conditions where the worst with heavy rain, sleet, snow and fog but they took it all in their stride. They were great fun and totally competent. Spirits remained high through their lovely cheery personalities and interesting tales which helped the time pass by and nothing I needed was any trouble to them. They are obviously committed to delivering an excellent service and are a credit to your team.

Adam and Stuart (I think) took over from your base and continued to look after us calling for our car at the airport car park and finally handing me over as a patient to A and E at our local hospital. What an exceptional service

Thank you everyone"

Dianne and Stephen, 23/2/2018

"To the two crews who transported us from Chambery FR to Mid Wales on 1st February 2018 (inc. Adam & Nigel)

A GREAT BIG THANK YOU !!"

Richard (moggy) & Pam

"Just wanted to drop you a line to say the ambulance transfer were fantastic yesterday. All the guys were so good and everything went very smoothly. Your service is excellent and I'd happily recommend you to anyone."

Jill, 8/1/2018

"Life this past week has been chaotic, with dad having to be admitted to hospital last Thursday, his condition having worsened once back here in Chester. We had all thought that he was just very low following his op in Spain, and that he would make better progress once home. But something was very wrong, and following home visit by the doctor he was admitted for further investigation. He was found to have a bacterial infection in his stomach with two abscess sites. A very worrying time for us all since his admission to hospital, but finally on Wednesday they were able to confirm that the bacteria was sensitive to the antibiotics they had started him on and his infection level was starting to lower. A huge relief, and although he is still very poorly and has a very long way to go, at least there is a positive now!!

As a family, we wanted to say the biggest thank you to you and your team. Without you we would not have managed to get dad home here to Chester, and we are all extremely grateful to you. You dealt with our initial enquiry promptly, allaying any fears we may have had and provided us with the much-needed reassurance required by us all at that time. We felt hugely relieved to know that our problem was in your very capable hands.

Nikki and Dan….. well, what an amazing team they were, working so well together throughout!! I personally did not meet them, but both dad and my sister could not praise them highly enough upon their return. From the moment they arrived in Bigastro, Spain, their caring and compassionate nature lifted the sense of despair they had all been feeling, instilling a feeling of confidence (and relief) for them all. They could not have been in safer hands, or travelled with two nicer people, and felt that it was an honour to have met them. Dad was made as comfortable as was possible throughout the journey home, with nothing being too much trouble. A ‘dream team’ - their thoughtfulness, patience, attentive and caring way, cheerfulness and humour all served to make, what had been a dreaded journey, bearable…. and strangely enjoyable!

Our heartfelt thanks to them both, also to the second relief crew who completed the journey on to Chester (apologies that I do not have their names) and to all of the base team too – you provide a wonderful service!"

Julie and family, 05/01/2018

"Just wanted to say a big thank you for your assistance in getting my mum to her birthday party today. She had a really great time and it was a special memory for us all.

I also want to commend Nigel for his assistance, patience and compassion he showed my mum, he is a credit to your service.

If you send me an invoice with the bank details, I will settle the bill at the earliest opportunity.

Once again thanks"

Jo, 5/11/2017

"I know I spoke to you briefly last night when we finally arrived at Musgrove hospital in Taunton.


However, I just wanted to say thank you for your prompt organisation of the ambulance and crew, to transport my husband back from Belgium.


Dan and Neil were wonderful. They were so reassuring and cheerful, they made the whole experience more bearable under the upsetting circumstances.


The last part of the journey, we were driving through dense fog and by the time we reached the hospital, we could hardly find the entrance!


Dan and Neil have handed on the paper copy of my receipt, thank you.


Once again, you have two wonderful members of crew in Dan and Neil. I would highly recommend them."


Lynette,  03/11/2017


"While walking on holiday in Devon on the 12 October I unfortunately fell and broke my hip and had to have a complete hip replacement. As I could not travel home by car, my husband arranged, through our Barclays Bank travel insurance, for an ambulance to pick me up from Barnstaple Hospital and take me back to our home in Nottingham. On the 17 October Rachel and Darren were the crew who came to take me home. I could not have had a kinder or caring couple and they did everything to make the journey home as comfortable as possible, they were truly amazing. I hope they got home safely after a long journey from London to Barnstaple, Barnstaple to Nottingham and then back to London. You have two very conscientious, dedicated and caring people on your team and a credit to your company."

SB, 30/10/2017

"I just wanted to drop you a line to say thank you for your and your team's help in getting my mother back to the UK from Vera, Spain on Saturday. Her journey was comfortable and I greatly appreciated that fact that you took the stress out of the process for me. All the people we dealt with were fantastic and it was great to know that she was in safe hands.

She is now in hospital and being looked after well by the doctors and the palliative care team.

Thanks again for the great service."

Kate, 22/10/2017

"I apologise for not sending my thanks sooner to your crews who collected me from the German hospital and brought me home, the first crew were Pete and Nicky they picked me up from Germany. I had a bad motorcycle accident with injuries including several broken ribs, 2 fractured vertebrae in my neck and broken shoulder I was in a lot of pain, these fantastic two looked After me with such compassion it was like a breath of fresh air to me. They drove overnight making sure I was as comfortable as possible then said good bye wishing me luck as they changed crews at Folkestone the next morning. The fresh crew were just as kind to me they drove me to the hospital in Northumberland.


Thankfully I am now recovering well and almost back to normal but vowing never to ride another motorcycle. I was collected on 13/6/2017 and taken to Cramlington on 14/6/2017. Thanks again for providing a wonderful caring service and please thank both crews on my behalf."


Phil,  17/10/2017


"I’d like to thank you and your team for taking such good care of my father on his journey from Nimes FR to Worcester. Your crew were excellent and both my parents were full of praise for the kindness and professionalism they showed throughout.

From the moment I first phoned you I was impressed by the care and attention you offered and the professional manner in which you dealt with my enquiry. I spoke to a few companies when looking for someone to bring my dad back and yours was by far and away the kindest and most professional. From beginning to end, during a stressful and difficult time, you provided me with the reassurance I needed that everything would be dealt with. I really can’t thank you enough.

Dad is now safe in a UK hospital and even though he is about to have life changing surgery, he is at least close to home with all the support and help he needs to get through it.

Many thanks from all the Coombes clan."

Tessa, 16/10/2017

"This is an email to thank you as the owner of the Service and to pass on my thanks to the guys who drove me up to Glasgow. Dan and John (hopefully I haven’t forgotten the name) were absolutely fantastic in driving me up the road. They are such nice and professional people and they were so helpful. They, along with Paul who got me at LHR, are a credit to your company.

Please pass on my thanks to them and it was great to have such a good experience with your team, as it was comical up to that point."

Chris, 27/09/2017

"Just wanted to say a very big thank you! Your service was excellent! Mrs Cook thought your guys were great and very professional and the fact that you were right on time, impressed her. Alf and family can be very anxious but your guys ensured all were relaxed and comfortable. The day went like clockwork. I have given your details to the rest of my team in case they ever need to use you!

Thank you again, it was very much appreciated."

Claire

"Just a quick note to thank you for transporting me home last Sunday from Issigeac FR to Uttoxeter. My diagnosis and treatment were confirmed at hospital on Monday and I am now recovering with painkillers and patience! A special thank you to Adam and John for putting up with us on the long and arduous journey back to base, and also for the crew (names escape me!!) that took us onward to home. Also thank you to Tim and the rest of the 'base' crew for hosting our 2 daughters while they awaited our return. It was a lovely surprise for us and gave us the 'lift' we needed before our last leg home."

Roy, 01/09/2017

"I just wanted to let you know how brilliant your ambulance crew, Darren and Nikki, were in getting us home.

My husband had broken his femur and we had had a traumatic week in the hospital in France. Both of them were wonderful, explained exactly what would happen, gave us breaks when needed and were unfailingly pleasant and caring. They saw David safely into hospital in Leeds and me safely home."

Dr. Susan, 09/08/2017

"My name is Dr Angus Royal, I work for the company CEGA medical as well as being an Anaesthetist in the NHS and was involved in the transfer of a patient from Germany to Middlesborough last week together with a team from your ambulance service. The crew involved were Darren and Nikki (I'm sorry I can't remember their surnames). They were both incredibly professional and caring to the patient and his wife, taking time to get to know them both and put them at ease in what must of been a very stressful time for them both. In addition they were of great help to me, ensuring that I had all the monitoring I needed at all times and helping me with any movements of the patient we needed to make. The journey all went very smoothly, safely and comfortably due to their conduct- and If you can pass on some praise/commendation to them that would be great"

Dr Angus Royal, 22/07/2017

"I would like to thank the crew very much who repatriated me from Perigueux FR hospital to Nottingham QMC on November 25th 2016.The crew were really wonderful- so kind and very professional. The journey was really comfortable. I am so grateful. Many many thanks."

Dr. J M G, 05/05/2016

"Please pass these comments from the clients onto Hearts Ambulance when asked how the repatriation went: 'Brilliantly... the staff were fantastic; they were kind, funny and made the trip' and they had 'a really good time' She went on to describe the crew as 'charming' and 'attentive'. They helped with mobility and played games and couldn't praise them enough. She said both crews (changed at St Albans) were equally good and made a what should have been stressful 11-hour journey actually enjoyable.


Your company carried out the transfer of my wife from Aosta in Italy to South London on Friday 10th. We wanted to let you know how much we appreciated the service that Adam and David provided. They were great - completely professional and reassuring not just for the patient but also for me as Candida’s partner.


This was our first experience of a medical repatriation. I hope you can let Adam and David know directly that their work was really valued by us - so a big pat on their backs.


I will let AXA know that the transfer was faultless."


RR,  12/02/2017


"I would like to thank you and your superb team in bringing my wife home from Lyon Sud Hospital in France following surgery for multiple fractures she had sustained.

We cannot praise your efforts enough from the first telephone contact with you to my wife reaching home safely in the UK.Throughout the journey, she was looked after with kindness and practical support making the arduous transition more bearable.

You have exceeded our expectations in delivering such an excellent service and we hope you can retain your team and carry on the good work into the future.

With our greatest thanks."

Janet and Deepak, 05/05/2016

"Thank you very much for bringing me back to Southampton from the French Alps in March. It had been a pretty horrible 10 days before, but once you turned up it was the most relaxed I had felt since the accident, which was a great relief! It was very reassuring to hear you talking about your experience and I was very comfortable in the back of the ambulance.

I returned home after a few days in the Spire and am soon to have my 12 week X ray. All the swelling and bruising in my leg has gone down and in the next few weeks I will hopefully start trying to walk without crutches.

Thank you once again for your amazing help."

JN, 02/06/2016

"My name is Andrea ***** and I am writing on behalf of my grandfather Fredrick *****. He has asked me to contact you in order to thank you both for the care and attention he received on his journey back from Lille. After what can only be described as a traumatic experience for both himself and us as a family, it was a big relief to know that you both looked after him so well. He had so much to say about you both and how you treated him with the utmost respect, how you bought him food and let him stop to smoke whenever he required lol. He was not in the best of health after his stay in the hospital in France and I know it effected him mentally and physically. He told us one of you had been called upon at the last minute after a long journey to go and collect him and you still managed to do it with a smile.


We all feel you both went that extra mile to put him at ease after his experience, I know he had been very scared and emotional the previous week and he said that he can not describe the feeling of driving away in the ambulance back home. We hope you do not mind us sending an email my grandfather was very keen to let you know how thankful he was to you both and always will be. He is doing better and better each day and is up and walking about and trying his best to get back on his feet.


Our family also wishes to express our heartfelt appreciation for the kindness and excellent care our grandfather and dad received. It was a very difficult time for us knowing he was alone in a foreign country but we are comforted in knowing that he received the best care available on his journey home and we will never forget your kindness.


Thank you so much from the bottom of our hearts people like you make the world a better place."


Fred and family,  14/09/15


"A brief note to express my thanks to the two crews who transported me from Alencon FR to Dublin last week. Their consideration and social skills made a 23-hour journey almost enjoyable, and I thank each of them.

I might say 'til I see you again, but I fervently hope not."

Maurice Ahern, 01/10/2015

“I just wanted to communicate how great the service has been from Hearts lately.

They assisted in a case for us quite recently where they collected a patient from Grenoble and drove him back to the UK.

Their service and attention was outstanding. Andy kept us informed the whole way and was also were kind enough to speak with the pax´s daughter to calm her nerves about her fathers condition.

I just wanted to let you know how helpful they have been in making our assistance work run smoothly.”

Andrew Brisley, Network Manager, AXA Travel Insurance / AXA Assistance Deutschland GmbH, 26/09/2014

To all at Hearts First, I just wanted to say that you very much indeed for all your help.
My mother was safely delivered to the care home last evening and I had a chance to meet Jackie and Andy who made sure she was safe and comfortable before they left which was amazing considering it was so late in the day and they had started so early and travelled so far - Hamburg GER to Hemel Hempstead. Those two are incredible people, so diligent caring and kind and an absolute credit to your company.
best wishes to you all
Alexis
26/09/2019

Hi


I would like to send my heartfelt thanks to Rachel and Darren who came out to France to bring my mum back after she had broken her back. My mother had been through a great ordeal and was very frightened and frustrated with been so helpless, not really knowing her future as the language barrier was real problem after my dad had to leave us there.


I received a phone call from (Tim) on 15/9/19. Sorry not sure if this is the correct name, saying we had a crew on their way to pick us up. The ambulance would be fully equipped, everything mum would need plus DVDs and Wi-Fi, which seemed amazing. 


Rachel and Darren met me at the hotel we were all staying at. We discussed my mums care and how the journey home would progress. They kept me so calm all the way through the conversation. 

We met up the next morning to pick my mum up from the hospital. Everything went how they explained it would and from the moment mum was with them we both felt relieved and blessed. 

The couple are an asset to your organisation. I cannot express our feelings for their caring and professionalism. Nothing was too much trouble. 


Please pass our heartfelt thanks to them. Also thank you to Jackie and Dave who took us from Watford to Grimsby. It was a very long 21 hours for mum and I. 


Kind regards 


Emma P., 08/10/2019


Thank you so much to Karen and John who repatriated Kathleen and myself from Athens to the UK. 
They are an amazing team who made us feel relaxed, safe and like family. 
Their support went above and beyond anything we could ever have hoped for. 
They are welcome to visit us in Glasgow anytime! 
Thanks also to Andy and Jackie and Chris for the onwards journey to Glasgow. 
You are all a wonderful team of people 

05th October 2019

To whom it may concern, 

I wanted to drop you an email to say how impressed I was with the Hearts First repatriation service. 

In a difficult situation, I had an excellent experience. Adam and Ali really did make my journey comfortable. They could not have done more to take care of me. Their communication was especially good in terms of keeping me updated on what was a very long journey from Southern France. 

They’re both a credit to you. 

Keep up all the good work.

Best regards, 

Simon, 04/09/19

Dear Sir/Madam

Just a little note to thanks to your crew who were at Gatwick today and, were in a position to help with a patient with “Cardiac” issues prior to me and my colleague arriving on scene, they had made comprehensive initial observations and provided an excellent handover to us, hope the crew had a safe journey onwards to Exeter with their patient 

Many Thanks

Michael, Emergency Care Support Worker Gatwick Airport, 01/09/2019

I write to express my thanks Rachel and Darren, Ian and Paul for the major part they played in delivering me from Amsterdam to Derbyshire on 4th September. The care and attention and driving in difficult conditions was excellent. I will remember them with grateful thanks always. They were brilliant.

Brenda

Good morning
Unfortunately for my wife and I it was necessary to make use of your repatriation service at the end of last week, arranged for us by the Caravan Club. 
Please accept our sincere thanks for the extremely professional and caring help your teams showed us. The majority of the journey back from Clermont Ferrand saw us accompanied by Andy and Brian - two men who really are "on top of the game": they were brilliant throughout the whole journey. Mid-evening after a long day, we had the benefit of being taken on by a second crew (whose name unfortunately I now forget, due to the circumstances): these two people were equally caring and professional in the help they gave
My wife and I cannot thank you enough for getting us home with the minimum of fuss and providing a first class service. Please pass on our thanks to ALL involved, including Anthony, your Operations Manager, who made the initial contact and was also there on the change over.
Regards, 

Martin & Penny, 2nd September 2019

Dear Sir/Madam

Just a little note to thanks to your crew who were at Gatwick today and, were in a position to help with a patient with “Cardiac” issues prior to me and my colleague arriving on scene, they had made comprehensive initial observations and provided an excellent handover to us, hope the crew had a safe journey onwards to Exeter with their patient 

Many Thanks

Michael, Emergency Care Support Worker Gatwick Airport, 01/09/2019

We would like to express our heartfelt gratitude to your ambulance service and many thanks to Adam and Ali who were amazing and got us to our local hospital on Friday 2nd August. 

My husband Jeff, had a heart attack while on holiday in Majorca, which resulted in a 10-day stay in hospital over there. When he was able to fly home, Adam and Ali were at the airport waiting to take him to our local hospital when we had landed back in the UK.

From the moment we met them, from help with the luggage to the ambulance and again upon arrival at hospital, concern for our well fare, informing us of all the next steps, made us feel ease.

We can't thank them enough.

Jeff is now settled into our local hospital awaiting further treatment.

Many, many thanks again for getting us home. After such a traumatic experience you will never know how good it feels to be back.


Kind regards,

Tracey and Jeff, 02/08/2019


"I have written this letter, as a letter of recommendation and validation of the excellent standards achieved by Hearts First Ambulance Service.
I speak as a former head of medical services for the UK and Ireland for AXA Travel Insurance and as a senior nurse who has undertaken many repatriations that have used Hearts First as their preferred and in some cases exclusive provider.

In the 4 years I have worked with Hearts, I have never known anything but excellence, from the quality and training of their crews, their excellent vehicle standards, their excellent operations team and communication, their training and development, to their ‘Gold Standard clinical ability’.

At AXA we used them as our ‘only’ long distance European provider and as our exclusive clinical transport provider in the UK. I can truthfully say that I cannot recall a complaint, large or small from our customers, or our clinical team with their service. They are also the No. 1 choice of clinical transportation for 80% of this country's assistance companies.

I thoroughly recommend them to your business, with the knowledge that they are by far the ‘best’ and ‘safest’ private ambulance providers in the UK."

David Young RGN

"I just wanted to say a big thank you, to two members of your staff. Whilst on a school trip in France, a student had a really serious allergic reaction which means that we had to stay for 24 hours in a hospital in Calais just the two of us. As you can imagine, this has been quite an intense and stressful experience for the student.

However, George and Jackie who picked us up yesterday afternoon managed to switch this traumatic experience for the student to something actually enjoyable.

They were absolutely lovely and caring towards both of us. They really made sure that Ayesha (and me!) was feeling good, was comfortable and constantly checked on her. They explained everything to her, made sure that she had enough to eat/drink... It was so nice to see that they had such lovely, genuine caring manners for that student. I was extremely impressed by the service they both provided.

On a selfish point of view, it was also a little bit of a relieved to have these amazing two staff with me looking after her too after the 24 hours we had in Calais, I felt I had less pressure as they were doing such a wonderful job.

Ayesha left the ambulance with a huge smile on her face which I am sure would not have happened without George and Jackie.

I did say that to both of your staff (and the parents were also really grateful) but I wanted to pass it on to your company too. I also praised them both to the insurance company and will fill a really positive feedback form."

Marine Masson (the tired teacher!) 17/07/2019

"I would like to say a massive thank you for bringing my father in law home from Calais France to Suffolk Tracey and Andy were fantastic with him he had a stroke while on holiday out there and although he was unable to speak properly they treated him with the utmost respect and care my wife and his wife were there to greet him at hospital and after an emotional welcome he was booked in then Andy and Tracey spent time with us over a coffee to tell us about the journey how happy he was to see them and just a general chat that alone was nice that they made time for us we as a family cannot thank you and your staff enough for the excellent way you treated my father in law thank you again"


TW 14th June 2019


"Yann, Maurice and I cannot thank you enough for the excellent and efficient service from you and your team over the past few days.

The paramedic team, Claire and Brian, were excellent and definitely an example to their profession. They showed such patience, good humour and professionalism during the incredibly long journey from London to Rennes, France and delivered Maurice safely to his destination. They were both really lovely and we wish them continued success.

Thank you so much for all of your help. We will certainly recommend your service to family and friends."

Yann, Maurice and Zara (14/06/19)

"I am sending this email on behalf my husband, Geoff…the patient, and myself, to thank Adam and Ali for all they did, (including enduring ‘high seas’) to enable us return to Jersey on 7th/ 8th June 2019.

It was an epic journey from Reims to Poole to Jersey. After a traumatic 16 days in the hospital in Reims, which started badly and happily / thankfully ended well, Adam and Ali could not have been more supportive or empathetic to our needs. We cannot thank them enough and have sung their praises and the praises of your ambulance service Jersey / UK wide.

Geoff continues to make progress, albeit slowly, as he now requires intensive post operative rehabilitation. We are naturally delighted not only to be back in Jersey but Geoff is also now at home, from which base I am sure he will continue to make steady progress.

Please convey our thanks and good wishes to Adam and Ali."

Lilla

"I am writing to commend two members of your service who brought me back from France last week. Innes & Andy were professional and efficient as well as being sympathetic and cheerful - very necessary with the delays we met on the roads in the UK.

Thank you, and them for such a good service."

MT

"This is to say how pleased we both were with Kathryn’s repatriation from Gourdon, France to Southampton last Friday. Phillipa and Lawrence were very kind and highly professional despite the length of the journey. We had at first held out for an airlift repatriation but we are now quite sure that an ambulance recovery was the best and least disruptive and comfortable outcome.

Our thanks again."

Jeremy & Kathryn T 23/05/19

"Adam and Nicky picked us up from Granada on The 30th April. I cannot begin to tell you how well they looked after us. I’m certain my husband was greatly reassured by their professionalism and caring attitude.

Can you please convey our sincere thanks to Adam and Nicky, we will always remember them with gratitude and fondness, and wish them both all the best for the future.

Not forgetting the team that brought us from London to Liverpool (by which time we were completely exhausted) who had to deal with traffic disruptions.

All in all, an excellent service...Thanks again"

Nina H 17/05/19

"Just a quick note to thank you for picking me up from Manchester airport and taking me to Whiston Hospital. Your care, attention, friendliness + cheerfulness were a real boost after the hell of Sorrento Hospital.

You are a fantastic team & I really appreciate the assistance you gave especially when we go to Whiston."

DC 21/05/19

"We have just received a call from patient 31149 who wanted her gratitude passed on to the crew who transported her home.

In particular, she wanted the young lady who is studying to become a doctor to be noted for her kindness and conduct.

Good job!"

Joey Marriner, Operations Team Leader 25/04/19

"I just wanted to say a big thank you for all the help and kindness you showed me and my sister Helen last weekend when you repatriated me back to England from Tignes after I broke my leg on Sunday March 17th.

Special thanks to Mick and Gary followed by Anthony and Mike the ambulance crews not forgetting Shane in Operations, who calmed me down when I felt very unwell on Saturday night before the repatriation.

You kept Helen and I safe throughout the long eighteen hour journey.

You were all amazing. Best wishes and thank you again"

Jo xx

" You were a sight for sore eyes when you met us at LHR on the morning of the 20th March. We would have written earlier but it’s been hectic these past few days. J was admitted in the evening on arrival straight onto an ortho ward. Since then she has had the op on the patella and may be home in 10 days.


Thank you both for looking after us so well. You made the trip comfortable and entertaining as well. It was nice to get to know you and to better understand what you do in sometimes difficult situations.


You never you know we might meet again but hopefully, in a different setting.  It was a pleasure to be with you.


Would you please pass on our heartfelt thanks to drivers Ray and Paul for the wonderful effort they put in after we arrived in the UK on the 20th. They took over from Adam and Ali at Wetherby and not only got us to the RIE promptly but negotiated an admission onto an ortho ward.


They were professional and compassionate and looked after us both so well. Tell them their work was very much appreciated. "


J & J M. 25/03/19


"I would like to thank Hearts First for their excellent service, care and expertise.

After 13 days in Grenoble Alps hospital, following a skiing accident, the choice of taking a private ambulance, door to door, was a far better decision than the flying option!

I was lucky enough to be allocated a couple called Darren & Rachel, who have a wealth of NHS emergency service experience as well as vast European & paramedic patience transportation experience.

I was made as comfortable as possible and all my medical needs taken care of. Plus the ambulance was new and immaculate.

Many thanks to all concerned."

MF 18/02/2019

"We have received some positive feedback from the above patient for whom you did a road transfer on 31/12/19 from London Gatwick to a North London address.

They told us:

" … the journey back with Hearts First Ambulance Service was faultless. It was not our intention to celebrate New Year's eve at the back of an ambulance but I would not have wanted to travel home at all unless I was in that vehicle. Andy King took great care of me and his co-driver made sure that he avoided any potential hazards which would cause more damage to my broken spine. Please pass on our thanks and gratitude to them."

Thank you to your staff for their excellent care of our patient."

Kerry Slade | Case Manager |CEGA Medical Assistance

"The patient has asked that we extend to your her gratitude and high estimation of the ground ambulance crew that attended to her during her recent repatriation from Bourg St Maurice FR.

She said that the crew were outstanding and could have done nothing better. Please pass on her praise to those involved. Thank you for providing such an exemplary service for our customers."

Matt Penovich, AXA Assistance UK 30/01/2019

"I would like to express my sincere thanks to your two excellent ambulance staff who accompanied my elderly mum and myself from Cardiff Hospital to Bradford in Yorkshire on 30 December 2018, after my mum fell on Christmas Eve and broke her hip, resulting in a replacement hip operation on Christmas Day. I believe it was Raphael and Jackie. They both took great care of her and were professional in every way, nothing was too much trouble. They really reassured and calmed my mum and myself at a very stressful and worrying time. They drove carefully and were conscious of her needs at all times.

They are a credit to your organisation. Mum is recovering well. Please pass on my thanks and wish them and yourselves a happy and healthy 2019."

M.P. BA FCA MCIPD MCDI RCDP 15/01/2019

"I wanted to write to thank you both so much for your kindness and friendship on our journey back from Sallanches France on Tuesday.

I would describe the journey as luxurious (under the circumstances) and very well organised. So please would you thank your boss and everyone else in the company involved in my repatriation.

I hope that you can both accept this little token of my appreciation. Hope you had a good nights sleep and it was lovely to have met you.

Lots of love (and gratitude)"

SL - 11th January 2019

"You guys are so good honestly! I wish everyone works like you!

Thank you very much for confirming. I will update the other hospital now.

Keep up the amazing work!"

Mona El Agami, Embassy Liaison Officer, Royal Free London NHS Foundation Trust, Private Patients Unit - 18/12/18

“I can not thank your ambulance crew enough for the amazing job they did today. Darren & Nicky were absolutely fantastic. They treated him with so much compassion and like a human being rather than just a slab of meat. I am so pleased Jewish Care recommended your services and would not hesitate to use you again in future. I cannot fault the extremely professional service we received and your ambulance crew made the transition to the care home extremely smooth and easy. Thank you!”

27/11/18

"Just to let you know that this was a complaint case from us, that I did the post repat social call on today. Pax wanted to let me know how marvelous the ambulance crew had been, they had even stopped to take him for a coffee. He also complimented on how comfortable he had been on his vacuum mattress in the ambulance after an uncomfortable stretcher repat from Larnaca. He really praised the crew, just thought that I would let you know. Well done."

Carmen Davidson, Emergency assistance team, AXA Assistance 09/11/2018

"Would you please pass on our thanks to Ali and Andy who collected us from Nimes in the South of France to return to MK, they were very helpful and looked after Roger on the 15-hour journey, talking to him and stopping him worrying about his injury and forthcoming op. We are pleased to say he has now had his op in MK which he came through with no problems this time.


We are so grateful for your service and would recommend you to anyone abroad who needs medical assistance to get back to the UK."


J Parker 17/10/2018


"Hearts First Ambulance in Blackpool were EXCEPTIONAL. Very helpful despite the driving rain. Safe transport, assisted with patient transfer and handover. Exceptional team.

I wanted to thank you for all your help and support with all transfers that you are part of. Here’s to many more in the future!"

Hannah Lafferty, Flight Nurse Co-ordinator, Capital Air Ambulance

"Linda confirmed that my mother was safe and well and happy and had apparently enjoyed the journey from Stamford Bridge, York and had suffered no ill effects, .

I travelled in the ambulances with my parents and can confirm that mother seemed to enjoy every minute of the journey. She was happy and smiling and more lucid than I have seen her for months. We made numerous stops for repositioning and pad changes and also for hot drinks and food - and comfort breaks for the rest of us, and not once did my mother show any sign of distress or discomfort. She was still happy and smiling and alert when we arrived at Home Farm and a week later has still not shown any sign of ill effects from the journey. In fact the staff at Home Farm are amazed that my mother bears little resemblance to the woman described in the social worker's assessment and report from the care home at Stamford Bridge and that she is so much better than they were led to believe.

Once again, thank you for all your help and support during the months that this took to finally bring to fruition and many thanks to all the wonderful staff who helped to make the journey a resounding success."

Kim, 28/09/2018

"I want to express my appreciation to your organisation and especially to the crew who met me and my wife at St Pancras station last Monday evening.

Chris and Kevin were caring, reassuring and professional.

They made sure that my wife was safe and got me to my local A & E as soon as possible, staying with me until the handover was completed."

Mike 17/09/2018

"Just thought I would share this email with you that we received from Mr C:


“Please can you forward contact details of the ambulance company as want to thank them - the two drivers were brilliant and made the 5-hour journey a pleasant one 


Thank you again"


Sarah,  Technical Executive, AXA Partners


"I just want to thank you and compliment on the service we received on Friday by your two employees. After a nightmare three week stay in Turkey, we were greeted with smiling faces and just took over the transfer to Rochdale. With excessive traffic delays, both of your colleagues checked on us, talked to us and assured us we would be ok. I can not thank them enough and my two young children enjoyed the journey back home.

Thank you as a company for the service you provide and your two colleagues were outstanding in their care for my wife as well as us as a family!!!"

Dave Aug 2018

"Hello Andy hope this email finds you as well as I am. I have just done a post repat social call to Mr. Packs daughter she was really happy and asked me to make sure that I informed the ambulance company that their team were brilliant and made the repatriation so much easier. The family could not thank them enough."

Aug 2018

"I've the pleasure this morning to ride on one of your ambulances from Brighton to Biggin Hill airport.

I just want to thank you for the service and the quality delivered by your crew in subject. Is definitely appreciated and also the family wants to thank them for their care and kindness.

I will definitely use your service next time and recommend it to anyone who will ask for suggestions.

Thanks again and have a great day."

Mattia Cherubin CFN, EU Operations Director, SkyCare Global LLC.

"I just wanted to say a HUGE BIG thank you for the care and attention that you paid to Oonagh & I on our recent journey from Spain to home in Scotland.

I was very apprehensive before your arrival at our apartment and was dreading the journey home separated from the rest of my family, but your kindness, professionalism and friendly personalities put me at ease and as a result, the journey home was as good as it could have been.

I will never forget our road trip as long as I live (especially driving around Lyon an 9.00pm looking for an open pharmacy to buy a new breast pump!) and I look forward to telling baby Oonah of our adventures when she is older…

We are enjoying being back home and re-united with all the family.

Thanks very much once again"

Love & Best wishes, Mum & Baby, August 2018

"Hey Andy, just wanted to drop you a msg to say such a big thank you for getting me out of France and back home. It was a real pleasure to meet you & George, now in my top 5 best road trips I have ever done. 😁

So Morriston hospital discharged me yesterday, in their opinion surgery with all its risks wouldn't benefit as much as just letting the body do the work especially as I'm in no real pain & the fracture is small. So have been fitted up with some crutches and sent on my way.

If you ever venture over the bridge into Wales drop us a msg be great to hook up 👍🏼

Thanks again."

Mark G 20/07/18

"I was transported by Tony and Adam yesterday after a horrendous time in Greece.

I just want to thank them profusely for being so wonderful, caring and happy. They made me laugh so much (especially Adam).

My sister and I had had a horrendous 5 days and they bought us back to life.

Thank you all so much"

Jill, 11 July 2018

"With regards to our conversation this morning. I would like to thank you and your team for yet another job well done. I am aware that there was a problem yesterday with this patient on arrival in the UK. You and your team did a fantastic job and the family did not realise how serious the problem had been. I have called them this morning and they told me that they are really happy with the way the AA went and the transfers."

Emergency assistance team, AXA Assistance

"We will continue to use your service regardless the price increase. We and our patients are very happy with the service you provide."

Erika Sanchez, PPU Bookings and Admin Team Leader

"Thanks for the update. Of course we never enjoy hearing that costs are increasing, but we understand what you’re going through.

We will continue coming to HFAS primarily for our needs. You provide a great service!"

Teddy Thomas, Director of Operations, One Call Medical Transports

"Anthony, this is just a short email to sincerely thank you and your team(s) for the very efficient, profession, caring, and humane way that your ambulance team of Adam & Tony carried out June 1st/ 2nd. The team arrived as pre notified at 3pm French time and the moment that the walked into Anne’s private room she immediately relaxed and considered herself in “safe hands” Their mixture of professionalism & humour was very relaxing for both of us, and together we dealt with the delays in the Hospital Bureaucracy and managed to get Anne officially discharged at 0900 on Saturday 2nd whereupon we then set off at a steady pace towards Rouen, where we stopped for Anne to go to the toilet/ have a coffee/ stretch her legs, then back onto The Chunnel where we did the same at the Flexiplus lounge, before boarding the train and then onto our home in Haywards Heath.


We cannot express enough our heart felt praise for these two guys, and of course your organisation. Everything that they could possibly do to ensure Anne’s care and comfort was delivered immediately and with a light touch which helped to keep her safe/ secure and reasonably relaxed. Please thank the guys when you are next in contact"


John Armstrong,  03/06/2018


"It was such a relief to be welcomed back to the UK by your friendly, reassuring health team waiting for me when I came through customs for transfer to my local hospital.

Being greeted by people showing concern and kindness made such a difference after a difficult experience abroad.

Andy and Debs were immediately considerate "Hello, my name is... do you want the loo, something to eat and drink?" They were so careful with manoeuvring me and the chair that I felt safe and well looked after for the first time in days.

The drive and the handover at the hospital was smooth and handled so well, nothing was too much trouble for them.

I can't thank you enough."

Siobhan S, 27/5/18

"Ian and I wanted to thank you for your help and that of the 2 crews: Adam and Tim, and Jo and Sandy, in getting Mum safely to Inverness overnight on Monday/Tuesday this week. They were so kind and professional, nothing was too much trouble to make sure Mum was safe and secure and that I was too.

It was a long 24 hours in total but we arrived safely in Stornoway on Tuesday evening after a few hours rest in Inverness and since arriving, Mum is already taking an interest in her new surroundings.

We have recommended Hearts First to the Area Director and managers of the HC-One homes in Inverness and Stornoway - you and your crews made this move possible and we are very grateful."

Ann, 25/5/2018

"Everything was sorted quickly once I showed them the email below.

Dad has had a whisky and looking forward to his own bed!

Thank you so very very much to you all for the patience, professionalism and caring attitude.

It's been a tough few weeks for us but once Mum was in the capable hands of your team we felt calm. Also I've forgotten the names of the 2 charming gentlemen (I apologise for not remembering) who came to meet us at the arrivals. Honestly we would have been flapping about without them. Please pass on our sincere thanks to them and everyone involved.

Kindest and deep felt thank you,"

Mira and the Jethwa's, 20/5/2018

"A belated message to say how very impressed we were with your service. Nikki and Tony showed complete professionalism and much appreciated kindness after a harrowing eight days spent in Albertville Hospital with a broken back. They made the long journey back to London as easy and pleasant as possible.

We have told numerous people what a good service you all have provided.

Please pass on our thanks to Nikki & Tony and let them know that life is slowly returning normal."

Bruce & Angela, 3/5/2018

"I wish to congratulate you on the excellent service that your company provided in transporting me together with my wife and daughter on Saturday the 31st March from Grenoble France. Your drivers/ medics Adam & Tristan were first class and very caring not only for me the injured passenger but also for my wife and daughter. Nothing was too much trouble and they stressed at all times that my comfort was paramount. It was a long day and their humour and care was exactly the same at the end of the journey as at the beginning. I am now recovering and will be fully fit within the next few weeks. Please convey my good wishes to Adam & Tristam for a job extremely well done."


Michael B,  16/4/2018


"Hello just to say a very big thank you to both your crews who return my son Mark and myself back to Wakefield from Serris hospital in France safe and sound and with good humour, fantastic service all round and free food on Eurotunnel many thanks again best regards"

Adrian P, 16/04/18

"I just wanted to send a note to say thank you for the great support we had from you all with our repatriation from Lyon,FR to Wiltshire earlier this week.

The call from Tim to explain the timing and process was so reassuring and he made sure we had all the information needed to know that help was on the way.

We can’t thank the team of Nikki and Darren enough for their care during the trip itself. The call from Nikki to confirm they had arrived locally, the night before, helped us to get a good nights sleep before the trip and again gave us reassurance that we were finally heading home.

On the day itself Nikki and Darren were caring and attentive, with great humour too! We had some fun along the way and this made what could have been a very stressful time so much easier and actually an enjoyable 13hrs.

Whilst, of course, I would prefer not to repeat the experience-if I ever have to I would wish for this team again.

Thank you so much"

Claire and Clive N, 13/4/2018

"Just wanted to drop you a line following meeting some of your guys at the end of last week. I was on a repat working for Cega from France - your team met us at Luton airport.

The guys were lovely and pleasant, the ambulance modern and clean, and the repat went without problem."

Dr. David Connor MB ChB BAO BSc (Med Sci) (Hons) MRCEM, 11-04-2018

"Just to say thank you for your brilliant service when I was repatriated from Albertville France to Hospital in Cambridge. Rachael and Darren were the most wonderful, caring and professional couple, they could not have made my long journey more comfortable and what I wanted was top priority, many many thanks."


Annie J,  30/3/2018


"Thank you again for all your help. My husband has decided they are going to drive him back themselves as he has been discharged from hospital and is a little better. I was very impressed with your team and they reassured me greatly when I was very stressed. I'm sorry to have made work for you and then not used you. I will definitely recommend you to others who may need this service.

Thanks again"

Carole

"Thank you for so much for sending your outstanding crew Nicky and Dan to collect us from Austria and deliver us back to the North West of England. From the first call to Introduce themselves throughout I felt at ease through their care and professionalism. I had been nervous about the road journey with a broken leg in a heavy cast from toe to thigh. In fact I was very comfortable due to the super quality mattress well equipped ambulance and excellent smooth driving. The weather conditions where the worst with heavy rain, sleet, snow and fog but they took it all in their stride. They were great fun and totally competent. Spirits remained high through their lovely cheery personalities and interesting tales which helped the time pass by and nothing I needed was any trouble to them. They are obviously committed to delivering an excellent service and are a credit to your team.

Adam and Stuart (I think) took over from your base and continued to look after us calling for our car at the airport car park and finally handing me over as a patient to A and E at our local hospital. What an exceptional service

Thank you everyone"

Dianne and Stephen, 23/2/2018

"To the two crews who transported us from Chambery FR to Mid Wales on 1st February 2018 (inc. Adam & Nigel)

A GREAT BIG THANK YOU !!"

Richard (moggy) & Pam

"Just wanted to drop you a line to say the ambulance transfer were fantastic yesterday. All the guys were so good and everything went very smoothly. Your service is excellent and I'd happily recommend you to anyone."

Jill, 8/1/2018

"Life this past week has been chaotic, with dad having to be admitted to hospital last Thursday, his condition having worsened once back here in Chester. We had all thought that he was just very low following his op in Spain, and that he would make better progress once home. But something was very wrong, and following home visit by the doctor he was admitted for further investigation. He was found to have a bacterial infection in his stomach with two abscess sites. A very worrying time for us all since his admission to hospital, but finally on Wednesday they were able to confirm that the bacteria was sensitive to the antibiotics they had started him on and his infection level was starting to lower. A huge relief, and although he is still very poorly and has a very long way to go, at least there is a positive now!!

As a family, we wanted to say the biggest thank you to you and your team. Without you we would not have managed to get dad home here to Chester, and we are all extremely grateful to you. You dealt with our initial enquiry promptly, allaying any fears we may have had and provided us with the much-needed reassurance required by us all at that time. We felt hugely relieved to know that our problem was in your very capable hands.

Nikki and Dan….. well, what an amazing team they were, working so well together throughout!! I personally did not meet them, but both dad and my sister could not praise them highly enough upon their return. From the moment they arrived in Bigastro, Spain, their caring and compassionate nature lifted the sense of despair they had all been feeling, instilling a feeling of confidence (and relief) for them all. They could not have been in safer hands, or travelled with two nicer people, and felt that it was an honour to have met them. Dad was made as comfortable as was possible throughout the journey home, with nothing being too much trouble. A ‘dream team’ - their thoughtfulness, patience, attentive and caring way, cheerfulness and humour all served to make, what had been a dreaded journey, bearable…. and strangely enjoyable!

Our heartfelt thanks to them both, also to the second relief crew who completed the journey on to Chester (apologies that I do not have their names) and to all of the base team too – you provide a wonderful service!"

Julie and family, 05/01/2018

"Just wanted to say a big thank you for your assistance in getting my mum to her birthday party today. She had a really great time and it was a special memory for us all.

I also want to commend Nigel for his assistance, patience and compassion he showed my mum, he is a credit to your service.

If you send me an invoice with the bank details, I will settle the bill at the earliest opportunity.

Once again thanks"

Jo, 5/11/2017

"I know I spoke to you briefly last night when we finally arrived at Musgrove hospital in Taunton.


However, I just wanted to say thank you for your prompt organisation of the ambulance and crew, to transport my husband back from Belgium.


Dan and Neil were wonderful. They were so reassuring and cheerful, they made the whole experience more bearable under the upsetting circumstances.


The last part of the journey , we were driving through dense fog and by the time we reached the hospital, we could hardly find the entrance !


Dan and Neil have handed on the paper copy of my receipt , thank you.


Once again, you have two wonderful members of crew in Dan and Neil. I would highly recommend them."


Lynette,  03/11/2017


"While walking on holiday in Devon on the 12 October I unfortunately fell and broke my hip and had to have a complete hip replacement. As I could not travel home by car, my husband arranged, through our Barclays Bank travel insurance, for an ambulance to pick me up from Barnstaple Hospital and take me back to our home in Nottingham. On the 17 October Rachel and Darren were the crew who came to take me home. I could not have had a kinder or caring couple and they did everything to make the journey home as comfortable as possible, they were truly amazing. I hope they got home safely after a long journey from London to Barnstaple, Barnstaple to Nottingham and then back to London. You have two very conscientious, dedicated and caring people on your team and a credit to your company."

SB, 30/10/2017

"I just wanted to drop you a line to say thank you for your and your team's help in getting my mother back to the UK from Vera, Spain on Saturday. Her journey was comfortable and I greatly appreciated that fact that you took the stress out of the process for me. All the people we dealt with were fantastic and it was great to know that she was in safe hands.

She is now in hospital and being looked after well by the doctors and the palliative care team.

Thanks again for the great service."

Kate, 22/10/2017

"I apologise for not sending my thanks sooner to your crews who collected me from the German hospital and brought me home, the first crew were Pete and Nicky they picked me up from Germany. I had a bad motorcycle accident with injuries including several broken ribs, 2 fractured vertebrae in my neck and broken shoulder I was in a lot of pain, these fantastic two looked After me with such compassion it was like a breath of fresh air to me. They drove overnight making sure I was as comfortable as possible then said good bye wishing me luck as they changed crews at Folkestone the next morning. The fresh crew were just as kind to me they drove me to the hospital in Northumberland.


Thankfully I am now recovering well and almost back to normal but vowing never to ride another motorcycle. I was collected on 13/6/2017 and taken to Cramlington on 14/6/2017. Thanks again for providing a wonderful caring service and please thank both crews on my behalf."


Phil,  17/10/2017


"I’d like to thank you and your team for taking such good care of my father on his journey from Nimes FR to Worcester. Your crew were excellent and both my parents were full of praise for the kindness and professionalism they showed throughout.

From the moment I first phoned you I was impressed by the care and attention you offered and the professional manner in which you dealt with my enquiry. I spoke to a few companies when looking for someone to bring my dad back and yours was by far and away the kindest and most professional. From beginning to end, during a stressful and difficult time, you provided me with the reassurance I needed that everything would be dealt with. I really can’t thank you enough.

Dad is now safe in a UK hospital and even though he is about to have life changing surgery, he is at least close to home with all the support and help he needs to get through it.

Many thanks from all the Coombes clan."

Tessa, 16/10/2017

"This is an email to thank you as the owner of the Service and to pass on my thanks to the guys who drove me up to Glasgow. Dan and John (hopefully I haven’t forgotten the name) were absolutely fantastic in driving me up the road. They are such nice and professional people and they were so helpful. They, along with Paul who got me at LHR, are a credit to your company.

Please pass on my thanks to them and it was great to have such a good experience with your team, as it was comical up to that point."

Chris, 27/09/2017

"Just wanted to say a very big thank you! Your service was excellent! Mrs Cook thought your guys were great and very professional and the fact that you were right on time, impressed her. Alf and family can be very anxious but your guys ensured all were relaxed and comfortable. The day went like clockwork. I have given your details to the rest of my team in case they ever need to use you!

Thank you again, it was very much appreciated."

Claire

"Just a quick note to thank you for transporting me home last Sunday from Issigeac FR to Uttoxeter. My diagnosis and treatment were confirmed at hospital on Monday and I am now recovering with painkillers and patience! A special thank you to Adam and John for putting up with us on the long and arduous journey back to base, and also for the crew (names escape me!!) that took us onward to home. Also thank you to Tim and the rest of the 'base' crew for hosting our 2 daughters while they awaited our return. It was a lovely surprise for us and gave us the 'lift' we needed before our last leg home."

Roy, 01/09/2017

"I just wanted to let you know how brilliant your ambulance crew, Darren and Nikki, were in getting us home.

My husband had broken his femur and we had had a traumatic week in the hospital in France. Both of them were wonderful, explained exactly what would happen, gave us breaks when needed and were unfailingly pleasant and caring. They saw David safely into hospital in Leeds and me safely home."

Dr. Susan, 09/08/2017

"My name is Dr Angus Royal, I work for the company CEGA medical as well as being an Anaesthetist in the NHS and was involved in the transfer of a patient from Germany to Middlesborough last week together with a team from your ambulance service. The crew involved were Darren and Nikki (I'm sorry I can't remember their surnames). They were both incredibly professional and caring to the patient and his wife, taking time to get to know them both and put them at ease in what must of been a very stressful time for them both. In addition they were of great help to me, ensuring that I had all the monitoring I needed at all times and helping me with any movements of the patient we needed to make. The journey all went very smoothly, safely and comfortably due to their conduct- and If you can pass on some praise/commendation to them that would be great"

Dr Angus Royal, 22/07/2017

"I would like to thank the crew very much who repatriated me from Perigueux FR hospital to Nottingham QMC on November 25th 2016.The crew were really wonderful- so kind and very professional. The journey was really comfortable. I am so grateful. Many many thanks."

Dr. J M G, 05/05/2016

"Please pass these comments from the clients onto Hearts Ambulance when asked how the repatriation went: 'Brilliantly... the staff were fantastic; they were kind, funny and made the trip' and they had 'a really good time' She went on to describe the crew as 'charming' and 'attentive'. They helped with mobility and played games and couldn't praise them enough. She said both crews (changed at St Albans) were equally good and made a what should have been stressful 11-hour journey actually enjoyable.


Your company carried out the transfer of my wife from Aosta in Italy to South London on Friday 10th. We wanted to let you know how much we appreciated the service that Adam and David provided. They were great - completely professional and reassuring not just for the patient but also for me as Candida’s partner.


This was our first experience of a medical repatriation. I hope you can let Adam and David know directly that their work was really valued by us - so a big pat on their backs.


I will let AXA know that the transfer was faultless."


RR,  12/02/2017


"I would like to thank you and your superb team in bringing my wife home from Lyon Sud Hospital in France following surgery for multiple fractures she had sustained.

We cannot praise your efforts enough from the first telephone contact with you to my wife reaching home safely in the UK.Throughout the journey, she was looked after with kindness and practical support making the arduous transition more bearable.

You have exceeded our expectations in delivering such an excellent service and we hope you can retain your team and carry on the good work into the future.

With our greatest thanks."

Janet and Deepak, 05/05/2016

"Thank you very much for bringing me back to Southampton from the French Alps in March. It had been a pretty horrible 10 days before, but once you turned up it was the most relaxed I had felt since the accident, which was a great relief! It was very reassuring to hear you talking about your experience and I was very comfortable in the back of the ambulance.

I returned home after a few days in the Spire and am soon to have my 12 week X ray. All the swelling and bruising in my leg has gone down and in the next few weeks I will hopefully start trying to walk without crutches.

Thank you once again for your amazing help."

JN, 02/06/2016

"My name is Andrea ***** and I am writing on behalf of my grandfather Fredrick *****. He has asked me to contact you in order to thank you both for the care and attention he received on his journey back from Lille. After what can only be described as a traumatic experience for both himself and us as a family, it was a big relief to know that you both looked after him so well. He had so much to say about you both and how you treated him with the utmost respect, how you bought him food and let him stop to smoke whenever he required lol. He was not in the best of health after his stay in the hospital in France and I know it effected him mentally and physically. He told us one of you had been called upon at the last minute after a long journey to go and collect him and you still managed to do it with a smile.


We all feel you both went that extra mile to put him at ease after his experience, I know he had been very scared and emotional the previous week and he said that he can not describe the feeling of driving away in the ambulance back home. We hope you do not mind us sending an email my grandfather was very keen to let you know how thankful he was to you both and always will be . He is doing better and better each day and is up and walking about and trying his best to get back on his feet.


Our family also wishes to express our heartfelt appreciation for the kindness and excellent care our grandfather and dad received. It was a very difficult time for us knowing he was alone in a foreign country but we are comforted in knowing that he received the best care available on his journey home and we will never forget your kindness.


Thank you so much from the bottom of our hearts people like you make the world a better place."


Fred and family,  14/09/15


"A brief note to express my thanks to the two crews who transported me from Alencon FR to Dublin last week. Their consideration and social skills made a 23-hour journey almost enjoyable, and I thank each of them.

I might say 'til I see you again, but I fervently hope not."

Maurice Ahern, 01/10/2015

“I just wanted to communicate how great the service has been from Hearts lately.

They assisted in a case for us quite recently where they collected a patient from Grenoble and drove him back to the UK.

Their service and attention was outstanding. Andy kept us informed the whole way and was also were kind enough to speak with the pax´s daughter to calm her nerves about her fathers condition.

I just wanted to let you know how helpful they have been in making our assistance work run smoothly.”

Andrew Brisley, Network Manager, AXA Travel Insurance / AXA Assistance Deutschland GmbH, 26/09/2014

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