EMS Patient Surveys

About the Program

Category: Health (Best in Category)

Year: 2021

MCFRS needed a way to assess patient satisfaction with emergency medical services (EMS). Using commonly available off the shelf software, the MCFRS was able to build a process that delivered an on-line survey link via SMS text message to the patient or their families within 24 to 48 hours of service. The survey contains 10 Likert scale data points and also invites comments. Further automated processes allow the MCFRS to funnel qualitative feedback directly to the MCFRS personnel involved (and their supervisors); as well as allow the patients to ask for follow-up from a quality assurance officer if needed. This process has been running since July of 2020; in that time, 64% of patients have been queriedwith a 21% return rate overall.