The Baldrige Group has announced that Escambia County Emergency Medical Services is one of the top three EMS agencies to achieve excellence in customer engagement and satisfaction in 2016, with Escambia County EMS earning an overall satisfaction score of 98 percent.
The Baldrige Group is a performance excellence consulting firm that conducts the surveys on behalf of Escambia County EMS and provides customer engagement and satisfaction results for government agencies throughout the United States. In addition to Escambia County EMS, Nature Coast EMS in Florida and Three Rivers Ambulance Authority in Indiana were also recognized for excellence.
“As an emergency service provider, it is critical to know that we are having both a clinical impact and an overall satisfaction in service,” Escambia County EMS Chief Steve White said. “This honor really shows our citizens that we have exemplary public servants here in EMS who are dedicated to the community through service and excellence each and every day”.
The findings measure metrics from the initial 911 call, timeliness, treatment provided, concern, ability to relieve pain, respect for cultural background and satisfaction with the billing process. Chief White said that it takes a team effort across communications, business affairs, logistics and emergency response personnel to achieve these positive results in customer satisfaction.
For more information, contact Kate Kenney, Section Chief of Administration, Professional Standards and Community Engagement with the Division of Emergency Medical Services at 850-471-6539 or kakenney@myescambia.com.
