Pro EMS sends a customer satisfaction survey to every single patient we encounter, including patients who are not transported. We are fortunate to have a high rate of return for these surveys, which allow us to benchmark our performance against other EMS providers who also collect patient feedback.
Surveys are administered and received by Feedback Innovations, of Burlington, MA. This objective third-party process ensures that surveys remain anonymous and protect the patient’s identity. It also guarantees the integrity of the information gathered.
While customer feedback can be useful for many reasons – to improve quality of care, enhance reputation, gain market share, reduce malpractice claims, boost employee morale, improve operations, develop competitive bids, and build patient/customer loyalty – Pro EMS uses this feedback to help our employees improve their patient interactions.