Lee County EMS Customer Satisfaction Survey Design for

Lee County EMS Customer Satisfaction Survey Design for Six Sigma (DFSS) February 23, 2007

Project Team n Team Members Chris Sutton ¨ Lt. Tom Pillsy ¨ FTO Jim Mc. Fee ¨ EMT Steve Lupe ¨ Admin. Asst. Ruth Boonstra n Team Facilitators ¨ Capt. Art Garcia ¨ Lt. Todd Bardell ¨ Lt. n Sponsor ¨ Chief Kim Dickerson ¨ Capt. Art Garcia

Lee County EMS Mission & Vision Mission Statement To provide the highest quality out-of-hospital emergency medical care and transportation for the residents and visitors of Lee county, Florida. Our highly trained professionals use the best technology to meet the needs of those who require assistance. Vision Statement To be a leader in our profession and serve as a role model for other emergency medical services agencies and is an organization that people are proud to be associated with.

Define Phase n n n How do we know how we are doing? Does our service meet the publics expectation’s? How do we go about measuring this? Does our current Customer Satisfaction Survey (CSS) collect what we need? Are we delivering it to the customer in a way to get a response?

Define Phase Problem Statement CSS shows voice of the Organization CSS has a low response rate CSS uses a single methodology CSS does not appear to meet the QI needs of the organization CSS content and design not representative of DPS/LCEMS intent to exceed customer expectations Completed CSS forms are not being processed consistently or in a timely fashion CSS results/responses do not receive consistent follow-up

Measure Phase

Measure Phase

Project Impact Goal: To define the DPS/LCEMS mission and commitment to exceed customer expectations To design and implement a CSS process that allows LCEMS to identify exemplary customer service and detect and eliminate detrimental performance and practices

Project Scope n In Scope ¨ Customers who were transported to a Lee County hospital n Out of Scope ¨ Refusals, minors, deceased

Analyze Phase n Poor return ¨ Font? ¨ Color? ¨ Bill? n No other survey methods currently being used

Improve Phase n Voice of the agency ¨ Director of Public Safety ¨ Deputy Director of Public Safety, EMS ¨ Operations Chief EMS ¨ Quality Improvement/Quality Assurance Manager

Improve Phase n Voice of the customer ¨ Other validated, existing customer satisfaction surveys Multnomah County, OR n Stanislaus County, CA n ¨ Further to be determined by focus groups

Improve Phase n HIPAA ¨ County Attorney office contacted for review of project material for patient confidentiality issues

Improve Phase Mail Surveys n Face to Face n Focus Groups n Telephone Surveys n

Improve Phase n Questions rated on a 1 -4 scale 4 being the most desirable rating n 1 being the least desirable rating n n Evaluated whether the public recognized who we are Evaluated whether the hospital destination is customer choice or not; and whether it was explained to them Determine potential focus group participation

Improve Phase n Mail Survey ¨ Improve legibility of questions ¨ Improve formatting of questions ¨ Standardize the responses to facilitate evaluating responses ¨ Added a cover letter (February only) ¨ Additional cost for color ¨ Additional cost for extra page ¨ Should it go out with the BILL

Improve Phase Cover Letter

Improve Phase Larger font Standard Responses

Improve Phase

Improve Phase

Improve Phase - Pilot n Mail Survey n On Going

Improve Phase - Pilot Face to Face n Top 3 questions from mail survey n ¨ District Supervisor assistance ¨ Minimum of 2 a day at area hospitals ¨ 44 interviews done

Improve Phase - Pilot Focus groups determined to be difficult to do in pilot (to be used at a later time) n Potential participation to be determined in phone interviews n Use in the control phase n

Improve Phase - Pilot n Telephone Surveys ¨ Same as mail survey ¨ Contacted all transported patients who were in the project scope

Improve Phase - Pilot Goal of 50 completed telephone surveys n 134 calls were made to get 35 responses n No family member were allowed to answer for the patient n No Minors were allowed to participate n

Score 4 2 Improve Phase Responses: 36 Average: 2. 92 Shows number of surveys returned 3 1 Shows average of responses per question 1 4 4 4 “The emergency service personnel were courteous and respectful throughout my experience”: 1 Strongly Disagree 2 Disagree 3 Agree 4 Strongly disagree 3 4 2 Average: 2. 92 Show that the response to this question, overall, was between Disagree and Agree

Control Phase n To be turned over to Chief Dickerson and Capt. Garcia

What we found out n Face to Face 1 - Strongly disagree 2 - Disagree 3 - Agree 4 – Strongly Agree Average 3. 5

What we found out n Phone Survey

What we found out

What we found out Responses: 35 Average: 3. 69 Responses: 34 Average: 3. 53 1 2 3 Strongly Disagree Agree Responses: 34 Average: 3. 82 4 Strongly Agree

What we found out Responses: 31 Average: 3. 48 Very Quick Slow Very Slow Responses: 33 Average: 3. 64 Strongly Agree Disagree Strongly Disagree

What we found out Responses: 30 Average: 3. 70 Very Clean Dirty Very Dirty Responses: 33 Average: 3. 67 Strongly Agree Disagree Strongly Disagree

What we found out Strongly Agree Responses: 29 Average: 3. 38 Agree Disagree Strongly Disagree Responses: 31 Average: 3. 77 Strongly Agree Disagree Strongly Disagree

What we found out

What we found out Responses: 34 Average: 3. 79 Very Good Fair Poor

What we found out

Recommendations Organize focus groups quarterly n Evaluate mail survey n Continue face to face interviews when possible n Continue phone surveys monthly n Consider professional marketing agency n Share results with agency n

Questions?