Customer Service in EMS

Hosts: Bradley Dean & David Blevins Guest: Jonathan Jenkins, Mutual Aid EMS

Summary: In this episode, Bradley Dean and David Blevins are joined by Jonathan Jenkins from Mutual Aid EMS to explore the integration of customer service principles into the EMS profession.

Does service excellence in EMS translate to better patient outcomes, more repeat business and stronger collections?  The evidence of this in other areas of health care is well documented, so it’s logical to assume those results could be possible in EMS.

The age-old argument, “Those who summon our service are patients and not customers,” completely misses the point. It really doesn’t matter what we call them; individuals who seek medical assistance from EMS deserve to receive excellent service from those who provide care.

Questions….that patients often ask that measure our customer service.

1. Did we arrive in a timely manner?
2. Did we explain the treatment they received?
3. Did we treat them in a respectful manner?
4. Did we take care of their pain and make them comfortable?

The top 10 things for delivering good customer service…..

1. Work together as a team to care for the patient.
2. Control the patient’s pain and suffering.
3. Include patients in their decision about their treatment.
4. Have good skills…. Be able to perform smoothly….
5. Have a good attitude toward the patient’s requests.
6. Address the patient’s emotional needs.
7. Keep the patient informed during your time with them.
8. Be responsive to patients concerns and complaints.
9. Be positive and interact with family when caring for the patient.
10. Be friendly and courteous.