MANCHESTER and HARTFORD — Since August 2013 Aetna Ambulance Service and the Ambulance Service of Manchester have been sending out Patient Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies all over the respective service areas.
Over 1000 Patient Satisfaction Survey responses have now been collected from ASM and Aetna patients. After answering 18 Likert scale questions an unprompted, qualitative field asks the respondent, “Please use a word or phrase to describe us and/or the ambulance crew” followed simply by a blank line.
A staggering 35 percent of responses (352 of the 1000) used some version of the word “Professional” to describe ASM and Aetna. For example, true professionals, highly professional, professional and caring, skilled professionals, and more.
Other leading responses include Excellent, Caring, and Efficient respectively.