Chief Stone: Customer Satisfaction For EMS

By BENJAMIN S. STONE
Division Chief, Emergency Medical Services
Los Alamos County Fire Department

As the annual patient volume in emergency medical services (EMS) systems worldwide increases, there are no comprehensive studies on customer satisfaction for EMS.

Identifying this fault of the system has set in motion an innovative plan to measure satisfaction levels of the services provided by the Los Alamos Fire Department.

The LAFD and the Emergency Medical Services Division value our public’s opinion and will have our vendor (feedback innovations) start mailing out customer satisfaction surveys to a percentage of our patients this week. If you receive one of our surveys, please take the time to complete it offering any recommendations on ways in which we can enhance our service delivery. 

Members of the public can provide feedback by completing the Patient Satisfaction survey either in a written response through the mail or on-line by using the information on the survey. We look forward to a high percentage of returns from these surveys so that we receive the best data possible to address the appropriate improvements. At LAFD, we feel that customer feedback can be useful for many reasons, the most important of these are to enhance patient satisfaction and to improve upon our quality of care.

We will be using the information from the surveys to better meet our mission and vision. The data will be divided into individual provider reports and we will celebrate those that have received good surveys and provide trainings for those that require some improvement. The data will be trended over time to show any changes

The mission of the LAFD EMS Division is to provide the highest level of care achievable to our community. The EMS Division will address the concerns of our internal and external customers in order to achieve the best outcomes in patient survival and quality of life.

The vision of the LAFD EMS Division is to achieve and maintain the highest level of patient care in the state of New Mexico and to be the recognized leader in the progressive field of EMS.

Surveys are administered and received by Feedback Innovations, of Burlington, MA. This objective third-party process ensures that surveys remain anonymous and protect the patient’s identity. It also guarantees the integrity of the information gathered. Feedback innovations: 844.340.6060 customer.inquiries@feedback-innovations.com.

Direct questions to Stone at 505.662.8301 or benjamin.stone@lacnm.us.

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