City of Austin Performance Report 2015-16

Percentage of Patients who are Satisfied or Very Satisfied with EMS Customer Service 

Measure Description
A department survey is conducted to assess the quality of customer service provided by field staff. Each patient who is transported by ambulance to the hospital with a medical emergency is contacted 72-hours post-transport and asked a set of nine questions.
Calculation Method
The survey uses a Likert scale of 1 to 5, with 5 being very satisfied and 1 being very unsatisfied. At the end of the calendar month, the number of participants who selected 5-very satisfied and 4-satisfied for customer service are totaled and divided by the total number of responses to determine the percentage satisfied or very satisfied with EMS customer service.
FY 2015-16 Results
In FY 2015-16, 96.9% of patients were satisfied or very satisfied with EMS customer service, which is 1.9% better than the target of 95%.
Assessment of Results
Austin/Travis County Emergency Medical Services (ATCEMS) strives to provide excellent patient care and customer service to the community. The measure results provide management with patient feedback on the quality of customer service provided by field staff. In FY 2015-16, the 96.9% of patients were satisfied or very satisfied with the level of customer service received from ATCEMS, exceeding the established target.
While this measure only reports percent of customer satisfied with customer service, all of the responses collected are valuable information to help ATCEMS identify strengths and opportunities for improvement. ATCEMS strives to ensure that all patients experience consistent, positive customer services.  
Next Steps
ATCEMS continues to prioritize customer service in the field. The customer satisfaction survey results are used as learning opportunities in the design of customer service trainings. In addition to enhancing patient satisfaction, the department continues to learn best practices in customer service and provide feedback to staff centered on customer satisfaction. Gathering a patients’ feedback allows ATCEMS to recognize individual staff members for outstanding service and identify areas for improvement.
Contact Information
For more information contact Jasper Brown, Chief of Staff, at (512) 972-7201.