Quality service impacts our clients’ perspective of the type of organization we are. The challenge is to determine what our clients’ and patients’ view as quality and service excellence. Since EMS is not just a healthcare but also a logistic provider it is clear that service excellence starts with timely service for both the emergent and non-emergent patient. If an EMS provider cannot get a healthcare asset to a critical destination within a critical timeframe than the level of service provided from a delayed response is diminished from clinical outcomes to client dissatisfaction. Several other factors are relevant when attempting to achieve EMS service excellence the most obvious is medic and client interaction, the best medicine can never take the place of compassionate and respectful care especially during those times in ones life cycle that they or a family member is incapacitated because of illness or injury.
Our organization insists that all of its equipment is clean, state of the art, and safe to generate loyal from its client base because we found that the experience from a patient perspective to be reliable and comforting. Can you imagine if Disney parks were dirty and the rides unsafe? In addition to the equipment the professional image that the medic and management team depict while interacting with our clients is paramount to our clients feeling that the service they engaged is committed to quality and service excellence. Each business unit has established quality indicators that are measured each day for the purpose of adjusting operations where applicable to meet our targets if our targets are missed. Soon we will be rolling of a quality matrix dashboard that interfaces with our computer aided dispatch (CAD) that measures not by the day but by the minute so management can better adjust operations immediately vs. 24 hours later when it may be to late. We are confident that we will set the bar so to speak relative to quality and EMS service excellence over the next 12 months. It is my hope that next year we can set the bar even higher.