How We Work

Our vision and values

Your North West Air Ambulance Charity values and believes in being professional, dynamic, dedicated, thought leaders.

The charity has developed a three-year strategy to outline our aims from April 2015 till March 2018, demonstrating goals for each pledge and how we’ll track progress across the organisation as we seek to continue our growth and success as an ambitious charity with high aspirations for the future.

Our pledge:

Nothing at the North West Air Ambulance Charity exists in isolation, it is the combination of everything that we do that makes our work so special. In order to deliver exceptional patient care and improving outcomes, the core service programme is underpinned by our values and pledges to ensure we meet our vision.

The North West Air Ambulance Charity pledges to:

  • Dispatch professional medical teams to incident scenes

  • Establish and maintain and organisational infrastructure to provide a platform that enables the charity to meet its vision

  • Collaborate with our partners to improve patient care in the North West

  • Maintain effective governance and transparency to deliver, develop and enhance our service

  • Generate the funds required to meet our vision, purpose and pledges

  • Create an environment which values and supports our people

Our ambition for the future:

Our vision is to provide leading care from the air all day, every day. Giving the gift of time across the North West by saving lives and enhancing recovery for us all.

The need for the North West Air Ambulance Charity has never been greater with ever more specialist medical care being centred in fewer locations. There is an increasing urgency and importance in getting patients over longer distances to the most appropriate places for treatment. This move to centralised medical care generates longer transfer times, and, with technological advances, higher levels of pre-hospital emergency medical patient care being delivered during the journey. In order to continue to develop our service and offer the very best treatment for our patients, we must lead the way in seeking and delivering the very latest HEMS technologies, ensuring our medical teams are using the latest techniques and keeping abreast of developments across the trauma and emergency medical networks.

Through the development of a structured activity programme focussing on four core service areas, the North West Air Ambulance Charity can underpin and strengthen our vision to deliver the very best pre-hospital emergency medical care across the region, whilst acquiring an enhanced reputation both clinically and publically.

The four core service areas are:

  • Providing the best Helicopter Emergency Medical Service (HEMS) for our region

  • Developing our aero-medical expertise through research and development to create pioneering technologies and discover new treatments

  • Increasing our understanding of pre-hospital emergency medical care through education and training of our personnel and other health workers

  • Helping patients and their families by researching and developing our pathway for recovery support where they wish to engage further with the charity

Annual review

No matter the size of your contribution, whether it be time or money, we wouldn’t be here without you.  Over 17,000 people have been given the gift of time since 1999 thanks to you.

You can find out more about what we’ve been able to achieve in our recent impact reports below:

If you’d like to see our financial information in more detail, you can view our latest Charity Commission accounts report here


As a charity that prides itself on being professional, we handle all patient and supporter information with great care and have policies in place to ensure that it is protected. Click here to view our privacy statement.

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Our Governance

Our trustees ensure that our charity does what it was set up to do, oversee you’re your donations are spent responsibly and that the entire organisation follows all regulations and laws as well as helping decide the charity’s priorities and future plans. You can meet our trustees here.

In 2014, our charity joined the Association of Air Ambulances.  After meeting the necessary membership criteria and agreeing to abide by the AAA’s Code of Conduct, we are now able to access a tailor made range of benefits, services, information and resources, together with statistics and clear guidance on improved charitable, operational and clinical best practice.  By sharing best practice with other members and easily accessing key resources, this membership will allow us to provide an even better service to those in need in the North West. Find out more about the Association of Air Ambulances here.

The North West Air Ambulance is regulated by the Fundraising Regulator, Information Commissioner’s Office and Gambling Commission.

Across all of North West Air Ambulance Charity services and activities, we aim to provide the highest possible quality service to those individuals and organisations interacting in any way with the organisation. The Terms and Conditions of play for our lottery outline our rules of play and governance. View the full terms and conditions here.

Our complaints procedure

Across all North West Air Ambulance Charity services and activities, we aim to provide the highest possible quality service to individuals and organisations interacting in any way with the organisation. If you do have any issues or feedback, where possible, please speak with a member of staff you are in contact with or ask to speak to a manager and they will do their best to resolve the matter. If they are unable to deal with the matter, they will refer it to someone else who can.

However, we understand that there may be occasions when things go wrong, or you are dissatisfied with us and may wish to make an official complaint.

Click here to view our complaints procedure. We aim to provide a swift, effective and honest resolution to your complaint and to guide improvements for our future work.

Media centre

If you are a journalist and have an enquiry regarding our organisation or missions, please get in touch with our press office team on 07715 644 005 or email

The press office line is available 24/7 so please don’t hesitate to get in touch.  We will always endeavour to reply quickly with as much detail as we can.

If you are a supporter with an enquiry, please click here to find out how you can contact us

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