Portage County EMS won an Award for having an overall customer satisfaction rating of 93.4%, ranking 8th out of all services that use the survey. “This is a remarkable achievement for Portage County EMS” said Sandie Curtis, Emergency Management Director.
Under the leadership of Medical Director Michael Curtis, MD, Portage County Emergency Medical Services began using a formal customer satisfaction survey in 2011. Under the contracts Portage County has with Stevens Point Fire Department and Amherst Fire District, each service is required to meet a number of quality measures including clinical excellence, operational safety, response time reliability, system organization and customer satisfaction. Although some smaller satisfaction surveys had been conducted in the past, this was the first organized effort to use a validated survey program to measure customer satisfaction.
Each month a percentage of EMS patients are mailed a survey and asked to rate each component of the system including dispatch, first responders, ambulance care and transport and our billing service. In 2011 approximately 1000 surveys were mailed and nearly a quarter of them were returned to the survey company, the EMS Survey Team, for tabulation.
Each month and quarter, the EMS Survey Team sends Portage County EMS reports comparing our customers’ opinion of us to 54 other EMS agencies across the country. The reports allow us to track changes in our customers’ responses each month and identify trends in each area.
This spring, Portage County EMS was presented with an Industry Leadership Award by the EMS Survey Team for having an overall customer satisfaction rating of 93.4% which ranks 8th out of all services that use the survey. “This is a remarkable achievement for Portage County EMS” said Sandie Curtis, Emergency Management Director. “The satisfaction of our patients is a primary concern of our system. We use other measures to demonstrate that we provide high quality medical care but this rating demonstrates that our providers are also excellent at other aspects of care such as communicating with the patient, including them in their care choices, treating their pain, making them feel safe and protecting their privacy.”
A copy of the survey as well as each of the quarterly reports is available on the EMS website.