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

Project Team Team Members  Lt. Chris Sutton  Lt. Tom Pillsy  FTO Jim McFee  EMT Steve Lupe  Admin. Asst. Ruth Boonstra Team Facilitators  Capt. Art Garcia  Lt. Todd Bardell 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 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

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

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

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

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

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

Improve Phase Mail Surveys Face to Face Focus Groups Telephone Surveys

Improve Phase Questions rated on a 1-4 scale 4 being the most desirable rating 1 being the least desirable rating 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 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 - Pilot Mail Survey On Going

Improve Phase - Pilot Face to Face Top 3 questions from mail survey  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) Potential participation to be determined in phone interviews Use in the control phase

Improve Phase - Pilot 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 134 calls were made to get 35 responses No family member were allowed to answer for the patient No Minors were allowed to participate

Improve Phase Score 4 2 Responses: Average: Shows average of responses per question “The emergency service personnel were courteous and respectful throughout my experience”: Strongly DisagreeDisagree Agree Strongly disagree Shows number of surveys returned Average: 2.92 Show that the response to this question, overall, was between Disagree and Agree

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

What we found out Face to Face 1 - Strongly disagree 2 - Disagree 3 - Agree 4 – Strongly Agree Average 3.5

What we found out Phone Survey

What we found out

Responses:35 Average: Strongly DisagreeDisagree Agree Strongly Agree Responses:34 Average:3.53 Responses:34 Average:3.82

What we found out Responses:31 Average:3.48 Very Quick Quick Slow Very Slow Responses:33 Average:3.64 Strongly Agree Agree Disagree Strongly Disagree

What we found out Responses:30 Average:3.70 Very Clean Clean Dirty Very Dirty Responses:33 Average:3.67 Strongly Agree Agree Disagree Strongly Disagree

What we found out Responses:29 Average:3.38 Strongly Agree Agree Disagree Strongly Disagree Responses:31 Average:3.77 Strongly Agree Agree Disagree Strongly Disagree

What we found out

Responses:34 Average:3.79 Very Good Good Fair Poor

What we found out

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

Questions?