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

While at the most recent Pinnacle EMS Conference we Spoke with Matt Zavadsky of MedStar Mobile Healthcare, JW Hodge of REMSA, and Ron Slagell of LifeCare Ambulance about how they are using patient experience data.

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.

The following Q&A is a follow-up to our recent Webcast, “Patient Experience Scores, Top Box & Percentiles: How To Use Metrics for Measuring, Reporting and Goal Setting.”

If you’re actively surveying or considering survey options, this post is a must read.