At MedStar, we believe in putting the patient at the heart of everything we do, this includes not only the CLINICAL care we deliver, but also the patient's EXPERIENCE with our communications, field and business office team members.

 

Hospitals, physicians, skilled nursing and home health agencies are required by the federal government to assess and report their patient experience scores using an external agency approved by the Centers for Medicare and Medicaid Services (CMS) and a process that eliminates the perception of bias in any way.  

 

As a mobile healthcare provider, MedStar is one of only 150 EMS agencies in the country that believe we should hold ourselves accountable for patient experience the same way the rest of the healthcare system does - using an outside agency and pure data collection methods.  

 

These innovative agencies have chosen to use the EMS Survey Team (EMSST) and follow the same process as the rest of the healthcare system.  Monthly, MedStar uploads all our emergency patient data for that month to a secure EMSST server.  The EMSST then uses a computer algorithm to select a representative sample of patients to contact and conduct a patient experience survey.  

 

 

 

The results from these surveys are then analyzed and provided in a detailed report each month.  MedStar never sends or receives the actual survey data, it is a completely external process.

 

Our data is not only reported monthly as an individual agency, but as a quarterly roll-up compared to all similar EMS agencies in the data base.

 

MedStar's EMSST monthly and quarterly reports are available below.


Our December 2018 EMS Survey Team Patient Experience report was simply outstanding! MedStar’s overall score of 97.22 out of 100 is the second highest score we’ve ever attained since starting the EMSST patient experience surveying process in October 2013! (Our January 2017 score was 97.87)


As you will see in the selected result highlights below, every department of the MedStar organization received exceptionally high patient satisfaction scores.


MedStar scored the highest in every category for similar sized agencies, all agencies in Texas (EMSST’s largest participation state) and all agencies accredited by the Commission on the Accreditation of Ambulance Services (C.A.A.S.).


We are exceptionally proud of all our Team members for these amazing accomplishments!!

 




  




As a further commitment to patient experience metrics, MedStar authored an article in the Journal of Emergency Medical Services (JEMS) on the subject and have presented nationally on this topic.

 

Click here for a copy of the article

 

Click here to view a PDF of a recent presentation