why do top box scores matter?
By Matt Zavadsky
From Journal of Emergency Medical Services (JEMS), Patient Experience Scores, Top Box, and Percentiles: How to Use Metrics for Measuring,Reporting and Goal Setting Webcast in honor of National EMS Week, EMS Survey Team (EMSST) joined JEMS for a webcast.

Recent Articles

EMS World 2018 Salary Survey Results Released

We were honored to support EMS World in producing their first industry salary survey, reaching 2,200 US EMS workers with an average pay of $22.57 per hour. The survey also identified that EMS workers are largely satisfied with the salaries they are currently receiving. And provides some valuable benchmarking data for both medics and Administrators to have a clearer picture of competitive salary rates state by state. And across education levels. Explore the Salary Survey results here: https://www.emsworld.com/article/220502/revealing-results-2018-ems-world-salary-survey  

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EMS WEEK 2018 Industry Spotlight: Chris Watanabe

As we come to the end of EMS Week 2018 we wanted to spotlight a leader in EMS that inspires us. Chris Watanabe Vice President of Business Services and HIPPA Officer REMSA With a degree in medical records health information and experience in Health Information Management Chris Watanabe understands medical reimbursement across the entire healthcare spectrum. Her 38 years experience in healthcare information management, computer systems, and processes improvement helped REMSA expand to include Community Health and Rural medicine. While shortening the revenue cycle to half the national average DSO. We had a chance to chat with Chris and she…

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EMS Week 2018: Stronger Together

This year marks the 44th EMS Week celebration for our industry. EMS Week was first authorized on November 4, 1974, by President Gerald R. Ford. When I began my EMS career in 1992 the theme for EMS Week was “It Starts With You.” Poignant indeed since I was starting out. Many themes for this vital week have been inspirational but this year’s, “Stronger Together” made me reflect on our industry and my career as a pre-hospital provider for the past 25 plus years. The themes over the past several years have morphed from an operations mantra to one of simple…

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Justin Reed talks about the relationship between patient experience scores and employee engagement.

Assistant Chief Justin Reed from Cy Fair Volunteer Ambulance Service talks about improving overall patient experience ratings by engaging employee feedback sessions with management. According to his findings lower patient experience scores become an early predictor of employee engagement and create a path for early intervention to invest in employees and help them succeed. Assistant Chief Justin Reed is Committee Chair to the National EMS Management Association’s Quality and Performance Improvement Committee, and Cy Fair Volunteer Fire Department Assistant Chief of Emergency Medical Services.

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Why Do Top Box Scores Matter in the EMS Industry?

Patient Experience Scores, Top Box, and Percentiles:How to Use Metrics for Measuring, Reporting and Goal Setting Webcast Journal of Emergency Medical Services (JEMS)  In honor of National EMS Week, EMS Survey Team (EMSST) joined JEMS for a webcast that covered the importance of patient experience scores, and top box analysis scores. In this post we will explore one of the patient experience survey metrics – top box scores – and how this metric is useful in patient survey data analysis.   What is a Top Box Score? The sum of percentages for the highest possible rating on a customer satisfaction survey….

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Recent Changes to Value Based Payment in the Healthcare Industry Foreshadow Change for EMS

The spring issue of National Association of Emergency Medical Technicians News just published  THE BENEFITS OF BEING NICE: Exploring the role of the patient experience in the EMS transformation. In this article, Bobby J. Hopewell (President and CEO of Mobile Health Resources and EMS Survey Team) and Matt Zavadsky (Public Affairs Director for MedStar Mobile Healthcare and a Director-at-Large on NAEMT Board of Directors) explore how CMS and payers are driving changes that will soon impact the EMS industry. Centers for Medicare & Medicaid Services (CMS) has recently implemented performance bonuses and penalties based on patient experience scores for physicians,…

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Best Practices in Patient Experience Q&A

The following Q&A is provided as a follow-up to our recent Webcast, “Best Practices in Patient Experience.” If you’re actively surveying or considering survey options, this post is a must read. How would this practice work with hospital-based EMS systems where the hospital uses it’s own survey? An EMS survey complements the hospital’s questionnaire, which is always geared toward the patient’s experience while in the hospital. Conducted separately and based on patient data you provide, EMS Survey Team would ask questions specific to your response time, care, and interaction with each patient. Our questionnaire aligns with the Consumer Assessment of Healthcare…

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4 things EMS Companies With the Highest Patient Experience Ratings Do Differently… Number 4 May Surprise You.

We reviewed our database of over 98 agencies in 25 states and examined our top box scores. This analysis shows what the highest rated agencies had in common in their patient experience surveys. The top box scores for the top 10 performing agencies average 1.67 points above the national average score of 92.19. The company with the leading EMS patient experience score ranks 3.40 points above the national average at 95.59. The 4 areas where the top scoring EMS agencies are outperforming the average in patient experience are that they: 1. Show Care While Giving Care Medics from the top…

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