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

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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EMS Survey Team partners with Journal of Emergency Medical Services (JEMS)

JEMS has selected EMS Survey team as their official survey partner and is proud to launch the 2015 Salary Survey Report. EMS Survey team redesigned the salary survey and increased overall survey response rate by 245% (n = 1,266) and improved salary survey response by 148% (n = 2,186) over the previous year. And JEMS brought in two industry leading thinkers — Jonathan Washko and Michael G. Ragone to write the report. Read the full report here: 2015 Salary Survey This survey is just the beginning. We will continue to collect and analyze industry trends and insights in partnership with…

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Medstar Mobile Healthcare Shares Keys to Patient Experience with the-AAA.org

MedStar Mobile Healthcare recently released the compilation of two years of patient satisfaction scores from over 2,500 surveys to our community and healthcare stakeholders. This release, conducted by an external agency and without any filtering by MedStar, is a response to one of the many ways the Patient Protection and Affordable Care Act (ACA) is revolutionizing our healthcare delivery system – placing significant emphasis on the patient’s experience of care. We are thrilled that MedStar had the highest score of all comparable agencies in 14 of the 24 questions asked of patients!   Read the full article on the-aaa.com  …

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