Starting in October 2008, the Fire and Emergency Medical Services Department (FEMS) began measuring patient satisfaction by mailing a survey to each patient transported by a Department ambulance. During 2016, this effort was expanded to include an on-line survey using a secure website. The FEMS patient survey uses a number of measures to evaluate patient satisfaction with FEMS response time, crew behavior and overall service. During the period of a year, FEMS typically reviews 2,000 or more returned surveys. Each returned survey is individually entered into a database. Patient survey comments (when provided) are individually evaluated. Survey comments evaluated as “highly positive” or “negative” are identified to the EMS continuous quality improvement (EMS CQI) team and Medical Director for review and follow-up. Overall, based on the number of FEMS patient transports and returned surveys during a year, patient survey results have a margin of error of less than +/- 5% with at least a 95% level of confidence. The chart below shows combined patient survey results:

Two patient survey measures (shown above) are incorporated as Key Performance Indicators (KPIs) described by the Department’s Performance Plan.

• Attitude of Crew. The attitude displayed by FEMS crew members when treating or transporting patients is an essential component of service quality. Both first responders and transport unit crew members, working as a team, contribute to this effort. FEMS has established a goal of not less than 90% of returned patient surveys indicating first responders and transport unit crew members acted courteous and respectful when treating or transporting patients. The FEMS KPI measure for this goal is the “percentage of patients surveyed who indicated they “agreed” or “strongly agreed” that FEMS personnel acted courteous and respectful during an EMS call.” 

• Overall Satisfaction. Overall patient satisfaction is an outcome measure of service quality. Office of Unified Communications (OUC) 9-1-1 call takers, FEMS first responders and transport unit crew members, and receiving hospital emergency department staff members all contribute to this effort. FEMS has established a goal of not less than 90% of returned patient surveys indicating overall satisfaction with the services they received during an EMS call. The FEMS KPI measure for this goal is the “percentage of patients surveyed who indicated they were “satisfied” or “very satisfied” with the services they received during an EMS call.” 

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