PBCFR is determined to provide the highest level of service along with excellent patient care to the communities served. This is why PBCFR launched a customer service initiative. PBCFR collaborated with Baldrige Group, a performance excellence consulting firm that specializes in administering community surveys on behalf of EMS and Fire Rescue agencies. In FY 2023, PBCFR asked their patients several questions about the care provided by PBCFR and above are the results.
Program History
In early 2022, PBCFR began collaborating with Baldridge Group, a performance excellence consulting firm that specializes in administering community surveys on behalf of EMS and Fire Rescue agencies. Early discussion focused on two fundamental components of the survey: what PBCFR wanted to learn and who would they ask. The first component resulted in development of a customized survey to collect feedback from patients, beginning with their experience contacting the Communications Center and ending with their transport. Survey questions were designed to provide insight on how skillful employees are at meeting required benchmarks and demonstrating the department's core values through their actions.
To address the second component, PBCFR determined the patients to survey by using the most common call types. A new list of patients is provided monthly to the consultant for random selection of survey participants. The consultant committed to contacting and administering the survey to 200 patients per month for one year, after which PBCFR will evaluate continuing the surveys.
In May 2022, PBCFR launched its first large-scale Patient Satisfaction Survey and in June the first 200 patients were surveyed. PBCFR was cautioned not to expect great feedback early in the process since it is uncommon to receive high satisfaction rates initially. When responses were evaluated, they exceeded all expectations. After only six months, the overall satisfaction rate of surveyed patients was an astounding 98.5%. This places PBCFR's satisfaction rate among the top 10% of EMS providers in the nation. Baldridge Group's CEO stated they had never seen satisfaction rates this high among other comparable providers.
The survey results show PBCFR provides an unparalleled level of care. They will continue to affirm the excellent level of service that men and women of PBCFR provide daily to the citizens and visitors of Palm Beach County. PBCFR is also looking forward to constructive criticism that will direct future improvements. Over time, survey results will serve as a performance measure that can be shared to celebrate and inspire excellence today, improving tomorrow.
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