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.
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,
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
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
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 (link no longer available). This survey is just the beginning. We will continue to collect and analyze industry trends and
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!
