Escambia County Emergency Medical Services was selected as a Best Practices winner for the 2016 Florida Excellence Awards for the implementation of a customer satisfaction survey. The award will be presented to Escambia County EMS at the 2016 Florida Excellence Awards Best Practices Conference in Orlando on May 12 and 13. Escambia County will be represented by Joe Scialdone, Escambia County EMS Billing Manager, who will accept the award and present on behalf of Escambia County EMS.
Customer satisfaction surveys have been conducted by Escambia County EMS for a number of years, but they recently switched to a new service which allows staff to easily review the specifics on caregivers, feedback includes the patient’s perception of EMS’s quality of customer service. This survey evaluates service from the 911 call to transport to billing performance of Escambia County EMS. The complaints EMS receives are typically not related to a patient’s care, but their perception on what we could have been done differently during the encounter. Additionally, Escambia County EMS shares data via ESO’s Health Data Exchange program, which allows Medics to see their Patient’s Emergency Room outcomes at West Florida Hospital. Escambia County hopes to implement this data share with Sacred Heart Health System and Baptist Health Care hospitals as well. Escambia County EMS is working to improve their patient’s customer satisfaction throughout this entire process.
