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London Ambulance Service on social media

Social media offers opportunities for London Ambulance Service to engage with different audiences, including the public, patients and our communities.

We want our social media channels to be an online space where people feel they can interact with our content and each other. Whilst we support the right to freedom of expression, we will absolutely not tolerate any hateful or toxic behaviour from our followers or accounts engaging with our content. We request that anyone interacting with our social media channels shows courtesy, kindness and respect for each other.

We might need to make changes to our social media principles as things can change quickly in the online environment.

How we use social media

Our main London Ambulance Service NHS Trust social media accounts are accessed and monitored by our Communications Team Monday to Friday, from 9:00am – 5:30pm. Posts are also scheduled to go live outside of these hours.

We use social media for a range of different reasons, including (but not limited to): sharing information about our services; informing the public of incidents we are involved in; announcements; celebrating the work our #TeamLAS staff and volunteers do; educating the public on how to stay well and what to do in an emergency.

Our London Ambulance Service NHS Trust social media accounts are:

Please note we are unable to give health advice via social media. Use the following for clinical advice:

  • If you feel unwell and unsure where to go for help, the 111.nhs.uk website should be your first port of call.
  • Only dial 999 only for life-threatening emergencies.

If you follow us on social media, we do not automatically follow back. Being followed by our accounts, using hashtags or mentioning does not imply endorsement of any kind.

We will share or re-post content which we feel is useful or interesting to our audiences.

What we will do

  • If you have a query for us please reach out using the details on our ‘Talking with us’ webpage.
  • We monitor all mentions, @replies, posts, comments and direct messages sent to us. We can’t always reply to every individual message we receive but if you have a query which we can support with, then we will get back to you and may request further information.
  • We may ask you to send a private message to us with your contact details, particularly when it’s not appropriate for us to respond on social media. This means the right person can follow up with you about your question or concern.
  • We will treat your message with the politeness you’d expect if you were dealing with us face-to-face or on the telephone.

What we won’t do

  • We won’t discuss any individual’s care through social media.
  • We don’t deal with complaints through social media as there’s an existing process to follow. If you contact us via social media to raise a complaint, we will signpost you to the complaints information page on our website: Making a complaint.
  • We don’t answer clinical or medical questions, but we’ll do our best to signpost where to get information, advice or support as appropriate.

What we ask from you

  • We ask that you are courteous and treat each other with respect when interacting on our social media channels. Please remember the person monitoring the social media account is only trying to help but there may be some queries we are unable to support with.
  • Do not share disinformation that is deliberately trying to misinform or mislead others
  • Do not bully, harass, intimidate, defame, abuse or threaten any individual or organisation. Do not use obscene or profane words.
  • Do not post comments that are personal – either to you or our staff. If you have a complaint, we will signpost you to the correct complaints process: Making a complaint.
  • Do not post comments that are unpleasant or posted with the intention of causing offence or hurt.
  • Do not post content that promotes discrimination of any kind. It is against the law to discriminate against anyone because of a ‘protected characteristic’. Please see our website for more information on our anti-discrimination statement and commitments.
  • Don’t spam on our social media channels. Making the same points over and over – otherwise known as spamming – isn’t something we tolerate on our social media channels. If you have a complaint, you should raise this through the correct process: Making a complaint.
  • Please don’t post confidential or personal information through social media.
  • Do not advertise.

When we will take action

Everyone is entitled to share their views and we won’t remove a post simply because it is negative. However, if we feel an interaction goes against our principles, we may need to act:

  • We may hide or delete your comment if this goes against our principles.
  • Anyone repeatedly engaging with us and posting content that goes against our principles will be blocked and/or reported to the social media platform.
  • We also reserve the right to screen shot content and contact the police if we believe content has breached a threshold of criminality.
  • We may report a post (to platform moderators) that goes against the principles. If this breaches community moderation rules on the social media platform you are using, this may result in your account being suspended or deactivated.
  • Just because a reply or comment hasn’t been hidden or deleted, it does not mean we approve of or endorse the views being expressed. If you see a comment or reply in response to one of our posts that you find offensive, please email: [email protected]
  • If you have any questions about our social media or feel a post may have been taken down unfairly, email: [email protected]
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