In an effort to analyze its services to the community, Henrietta Volunteer Ambulance (HVA) has instituted a patient satisfaction review program. The goal of the program is to evaluate and better understand HVA’s services including timeliness of response, technician skill, knowledge and courteousness, ability to control pain, as well as patients’ opinion on the overall care received.
Handled by a third-party company, the survey will be conducted at random by telephone. Individuals that have been treated by Henrietta Ambulance should be aware of the program and be prepared to answer some questions, all of which are based on a national database of medical quality assurance questions.
“Henrietta Ambulance is a leader in the local EMS community,” says Chief Reg Allen. “We are constantly looking for additional ways to evaluate ourselves and the care we provide to our patients. The results of the survey will allow us to see first-hand how our customers perceive our care and identify any areas that may need attention.”
At no time will patients’ information, including medical information, be shared, distributed or released, with the exception of the receiving hospital (where the patient was transported to) and Henrietta Volunteer Ambulance. Individuals who are contacted to take the survey may decline participation immediately over the telephone, should they wish.
“We believe we are the only non-profit ambulance agency in the region to launch a comprehensive telephone-based survey like this,” says Chris Murtaugh, Public Information Officer. “Many other medical facilities including hospitals and perhaps commercial EMS agencies already survey their patients to obtain valuable input. We’re looking forward to comparing ourselves against other agencies across the country so that we can improve and continue to provide the best possible care.”
For more information on the survey, individuals are encouraged to contact Reg Allen, Chief at (585) 334-4190 or Chris Murtaugh, Public Information Officer (585) 334-4190 or e-mail email@example.com.