PULSE Magazine | June/July 2019 Issue

Customer Service Response:

608 calls were made during May The questions asked focused on measurable

customer service actions.

Respondents were asked to rate the customer service provided by our medics on a scale from 1 to 5, with 5 being the best 84.83% of the patients rated the customer service they received at a 5 and 12.36% rated their service at a 4. The average rating overall was 4.79 out of 5 for customer service.

The response we obtained from our customers is evidence of the great medics we have and the

tremendous job they do each and every day.

Patient Comments:

 “They were positive. They cared, and they kept me talking which helped.”

 “They were great, patient, listened, explained what they were doing and why. It was a very pleasant expe- rience for my situation.”

 “They were caring, took time to explain and really trying their best.”

 “They were highly trained and professional and they were so good as they talked to me, helping me to keep it together. They got me to the hospital and I really appreciate that.”  “They were very, very nice, professional, explained everything well. They were all that I would expect from "Austin EMS". They were great.”  “They were very kind and super attentive, as I was experiencing panic and some fear. They were really sweet and tried hard to help me feel better. A while after they left, one of the medics came back and checked on me to see how I was doing and assured me everything would get better. That was amazing, as I know they are busy and still took the time to do that. Much appreciated.”

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