Measuring the patient's experience of care will help EMS be perceived as modern healthcare providers.
Your ambulance service has been in business for 25 years and has always thought it had a good image in the community. However, recently the receiving hospitals have been contacting your service administrators to “complain” that their patients have been saying some unflattering remarks about crew.
You get called in and told that on a recent call you used some off-colored language and smelled of cigarette smoke. Your supervisor lectures you a bit and says he has to keep a record of it in your file and that future patient, family or hospital complaints may result in disciplinary action or discharge from the service.
As you leave his office, your supervisor adds that your future performance reviews will look closely at your customer service skills and as much as 30% of your performance evaluation (and eligibility for a merit raise) will be based on how your patients feel about the way you treat them. You wonder what’s up and find out other crews have recently received the same message.
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