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EMS Education Center

We believe in educating our community on how to prevent emergencies and how to handle emergency situations. We also believe in providing our employees with an opportunity to advance their skills and complete their necessary state.

Patient Satisfaction

Medstar Leads Patient Satisfaction Survey in 2011

Emphasis on patient satisfaction throughout organization reflected in scores

 Medstar Ambulance, a non-profit ambulance company serving communities and facilities in Macomb and Wayne Counties, announced Monday that it was ranked first by a national EMS patient satisfaction survey organization for the second quarter of 2011.

 “We are so proud,” said Kolby Miller, Medstar CEO.  “The compassion, care, and service provided by our team, as well as the interaction with our public safety and facility partners adds up to a service that is appreciated and valued by patients and families alike. Exceptional clinical care, safety, and appreciative patients are the hallmarks of our organization.”

 As health care providers prepare for reforms that include an emphasis on patient feedback, independent surveys are a key indication of the value of services provided.  Medstar has participated in the national survey since 2004, and began surveying 100% of its emergency patients in 2009.  “There are only a few companies in the nation that survey every one of their emergency patients,” according to Kolby Miller, Medstar CEO.  “We focus on the data and written responses received, and getting as many responses as possible is the best way to validate the information.  The national database reflects a patient population of nearly 1 million annual transports, so if we wanted our data to be meaningful, we needed as much as possible.”

In addition to having the highest overall rating in the national survey, Medstar’s results show the organization leading in all but one category.  “We are very pleased with the level of satisfaction expressed by our patients.  We focus on clinical care, service quality, safety, and satisfaction in every department of our organization, and the survey results validate the success of our efforts,” said Susan Burkhardt, Medstar’s Director of Customer Service.

 

Burkhardt says that Medstar monitors several internal data points, such as vehicle safety, employee clinical skill performance, response and scene times, and other quality indicators, but feedback from patients is the most important to the individuals who provide the care and interact with patients and families.  “We measure a lot of data, however, our key performance monitoring and improvement programs are designed to enhance the patient experience.  Receiving such a high score, especially leading the large services benchmark group for the entire country, is a great indicator that our efforts have impact where it matters most …with the patients we serve.”

 

“Our personnel have always been committed to providing great clinical care.  We’ve expanded the value of the survey data and provide individual recognition to the personnel who receive the highest ratings.” said Scott Hicks, Medstar Director of Operations. 

 

“Patient satisfaction scores are a reflection on the people in every department of Medstar,” Burkhardt said.  “While many think of the ambulance crews first, our company is made up of talented and dedicated individuals in dispatch, support, billing, and fleet services; and everyone contributes a piece to the satisfaction and trust placed in Medstar by the patients, communities, and facilities that we serve.”

 

The survey, conducted by EMS Survey Team, Inc., is the only nationwide EMS patient satisfaction survey to independently distribute and tabulate paper and electronic survey forms.  The company surveys patients of public, private, and hospital based ambulance agencies in several states, and focuses on satisfaction in the areas of dispatch helpfulness, clinical care of the EMS crew, compassion and concern for the patient, safety and comfort of transport, business office interaction, and overall satisfaction, with multiple questions in each category.

 

 

 

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