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 168 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.
MedStar’s September 2020 patient satisfaction rating for the patients randomly surveyed was an amazing 97.85, but apparently, the MedStar team wanted to do even better…
The October 2020 scores were even higher than last month, with an overall patient satisfaction score of 98.36, the highest rating in the nation for agencies of comparable size.
We are exceptionally proud of our entire team, and the way they work together to help assure our patients have the best possible experience, even during the potentially worst moment in their lives!