City of Austin Performance Report 2014-15

Percent 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 to each patient. Patients transported by ambulance to the hospital with medical emergency and are randomly selected to participate in the survey.
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 that were satisfied or very satisfied with EMS customer service.
FY 2014-15 Results
In FY 2014-15, 97.5% of patients were satisfied or very satisfied with EMS customer service, which is 2.5% 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 2014-15, the performance was better than the established target for this measure.  The customer service survey was new in FY 2014-15, therefore no prior year data is available.
Picture of a community health paramedic vehicle, and two EMS employees.
Next Steps
ATCEMS will continue to prioritize customer service in the field. ATCEMS will utilize the customer satisfaction survey results as learning opportunities in the design of customer service trainings.
Contact Information
For more information contact Jasper Brown, Chief of Staff, at (512) 972-7201.