Words That Describe Us: Volume 23

Aetna Ambulance Service, Inc. - Ambulance Service of Manchester, LLC.MANCHESTER and HARTFORD — Aetna Ambulance and ASM send Patient and Customer Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies.

The final question in the survey asks “Do you have any suggestions on how we can improve our service?” And, “Please use one word to describe us.”

Some of the answers/responses included:

  • Caring and professional.
  • Amazing.
  • Excellent, caring, compassionate, professional. (14-9832; M. Hoyt, J. Bonneau).
  • Prompt and professional.
  • No improvement needed.
  • Excellent.
  • Compassionate, kept me smiling and comfortable. All the folks in the ambulance made me feel comfortable and at ease. They were highly professional and just all around nice people. (14-15936; A. Harkins, J. Benson).
  • Good.
  • Helpful.
  • Super – Keep up the good work.
  • Caring and considerate.
  • My EMT Matt was very professional. I would like to thank him for remembering to take my wedding rings off before my hand swelled so that they did not have cut them off. His attention to details was excellent (14-16315; M. Campbell, S. McDuell).
  • Thank you. Good job.
  • Friendly and caring
  • Caring x 2.
  • Professional, empathetic, caring.
  • Kind.
  • Perfect!!!
  • Professional! All I can say is that I am very grateful for their service. They listened to me and knew what I needed after I told them my problem (14-8036; A. Hedburg, C. Rockoff).

Words That Describe Us: Volume 22

Aetna Ambulance Service, Inc. - Ambulance Service of Manchester, LLC.MANCHESTER and HARTFORD — Aetna Ambulance and ASM send Patient and Customer Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies.

The final question in the survey asks “Do you have any suggestions on how we can improve our service?” And, “Please use one word to describe us.”

Some of the answers/responses included:

  • The very best. If it were not for them my son would be in serious condition. (14-3972; R. Leslie, R. McConville).
  • Experienced and accommodating.
  • Very good!!!
  • I felt safe! The gentleman was very nice and reassuring. Thank you! (14-8438; S. Crittenden).
  • Terrific.
  • Very good care.
  • Excellent x 3.
  • Superb! The EMTs/Paramedics were so very good with me and my children. They listened to me and eased the very tense and frightening situation. (13-111854; J. Traber, B. Langan).
  • Caring, kind and professional. Recently losing my husband after 30 years I was alone and scared. Your people made me feel very safe and relaxed (14-11807; N. Toro).
  • Professional and efficient.
  • Excellent service.
  • I felt like I was very well taken care of.
  • Caring, concerned, very professional.
  • Professional, EMT was very nice.
  • Compassionate x 2.
  • Wonderful. Very professional.
  • Excellent service.
  • Extremely efficient and cordial.
  • There when you need help.
  • Very kind, compassionate and understanding. (14-2647; S. Allen, B. Langan).
  • Super.
  • Very competent.

Renovation and Expansion of ASM’s “10-1″: Volume 15

MANCHESTER — Additions and renovations to the Ambulance Service of Manchester’s main headquarters, known to employees as “10-1,” continue. As of this writing:

  • The main hallway is complete.
  • The foyer is complete and the reception window is functional creating a new main entrance on the south side of the building.
  • The new training room is complete including the placement of a integrated training podium.
  • The new storage area is complete.
  • The Dispatch Center walls and ceiling have been demolished. The wall between dispatch and a defunct office space has been cut through to accommodate the placement of a new wheelchair van dispatch office.

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The next steps are constructing the new Dispatch Center, installing signage and an awning over the new main entrance, re-configuring the main call-taking office, installing water fountains and demolishing the old storage cages for more ambulance and wheelchair van parking.

The addition and renovation are part of ASM’s continued commitment and investment in the towns it serves.

ASM Adds Second Type III Bariatric Ambulance

Ambulance Service of Manchester Bariatric Ambulance Stryker Power LoadMANCHESTER — On March 21, 2014 the Ambulance Service of Manchester put in service a second Type III ambulance for the transport of morbidly obese patients as well as for use with certain flight, specialty and critical care transport teams. The ambulance is identically equipped to ASM and Aetna’s existing bariatric ambulances, complete with a Stryker Power-LOAD stretcher lift system.

Capable of lifting a maximum patient weight of 700 pounds, it is the company’s belief that the Stryker Power-LOAD is the safest overall bariatric ambulance equipment. Read more about what makes the Power-LOAD system the safest...

STRYKER Power Load Stretcher - Aetna ASM AmbulanceAdding an additional bariatric ambulance is part of ASM and Aetna’s continued commitment to the communities and clients the companies serve. 

Thank You Letter Invokes Aetna Founder Jean Grady

Aetna Wallpaper 2Please forgive the lateness of this note, but understandably, I have been dealing with a lot on my plate. My sister passed away very suddenly and unexpectedly on January 31st. Luckily, I was with her and was able to call for an ambulance. Aetna Ambulance responded as well as the Hartford Fire Department. I can not praise your company enough. Everyone was so professional, yet caring. I was completely overwhelmed by the whole experience. They recognized this and acted accordingly.

I had a personal connection to the Jean Grady, the previous owner of Aetna, so everything came full circle. I was also born and raised in Hartford and was never prouder of my hometown on that day. My son-in-law just started his own ambulance company in South Carolina. When I recounted my experience, he was so proud to be a paramedic and company owner.

Thank you to all that you do and a special thanks to the men that responded to Franklin Avenue on that day.

Sincerely,

Sister of Patient — #14-9217

Letter appears with permission.

Campbell and Mathiau 2Crew: Matthew Campbell and Kevin Mathiau (again)

 

Meet the Newest Members of the Aetna Team: Aetna Hires Three

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HARTFORD — On March 27, 2014, one EMT, one AEMT and one Paramedic were added to the Aetna team. As part of our continued growth Aetna and ASM seek out only the best candidates. We look for employees who are focused on high-quality patient care, are team oriented and conduct themselves in a professional manner. During the orientation, employees learn about company philosophy and goals, quality assurance, and policies and procedures.

Jason Chasse:   FULL TIME, AEMT. My name is Jason Chasse. I am 22 years old and am from Burlington, CT. I have been an EMT since 2009 and an AEMT since 2011. I began my career in EMS as a volunteer for the Burlington Volunteer Fire Department in 2008. Before my employment at Aetna Ambulance I worked as a per-diem AEMT at ambulance services in Waterbury and Bristol. I graduated in the fall of 2013 with a Bachelor’s of Science in Criminal Justice from the University of New Haven and plan on perusing a career as a police officer. In my free time I enjoy spending my time outdoors with my friends and my German Shepherd named Indie. I enjoy outdoor activities like hiking and shooting and am also an avid Jets fan.  I am very excited for the opportunity to join the Aetna Ambulance team. 

Adam Ordway: FULL TIME, Paramedic. My name is Adam Ordway, recently I graduated from paramedic school through Goodwin college. I am from Middletown and very excited to take the next step in my EMS career. I’m very happy to be working for Aetna Ambulance. Hopefully I can to live up to the great reputation Aetna has throughout the state and learn from some of the best. Previously, I worked for another commercial ambulance service in the central part of the state for about two and a half years. Currently, I am in the National Guard and served two deployments to Afghanistan as an Infantryman. I also worked as an emergency vehicle technician for a few years after graduating from high school.  I’m looking forward to working with everyone. 

Collin Whalen: FULL TIME, EMT. My name is Collin Whalen and I am 21 years old from Rocky Hill. I am a firefighter with the Rocky Hill Fire Department and a Volunteer with Rocky Hill Volunteer Ambulance. I started with Rocky Hill Fire Department at 14 years old as a cadet. In the summer of 2012 I took my EMT and joined Rocky Hill Ambulance. Public Service has run in my family for many generations as firefighters, EMT’s, Paramedics and police officers. I am glad to continue the tradition along with my brother Scott, who is a firefighter and who has also recently graduated from Army boot camp. I am looking forward to taking my paramedic in the future, after gaining valuable experience as an EMT. I am very excited to be apart of the Aetna team.

Praise Again for Aetna’s Matt Campbell and Kevin Mathiau

Campbell and Mathiau 2HARTFORD — On February 15, 2014 Aetna Ambulance crew members Matt Campbell and Kevin Mathiau responded to a motor vehicle accident in Wethersfield. Within two weeks the patient was randomly selected to receive a Patient Satisfaction Survey. The patient sent back a response on the care she and her family received.

Matt and Kevin received “Strongly Agree” in every response category. When asked to use a word or phrase to describe us, the patient wrote “Timely, professional, informative and caring.”

The following was handwritten in the additional feedback space provided:

“We truly appreciated the kindness that was shown to us and to our children by the EMTs and Paramedics. We were in a side rollover with our two small children and the EMTs and Paramedics helped make a very scary situation very positive. Keep up the excellent work. Everyone was very personable and we felt as if we were being cared for by good friends or family members.”

- Run #14-13714 (Information appears with permission).

Words That Describe Us: Volume 21

Aetna Ambulance Service, Inc. - Ambulance Service of Manchester, LLC.MANCHESTER and HARTFORD — Aetna Ambulance and ASM send Patient and Customer Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies.

The final question in the survey asks “Do you have any suggestions on how we can improve our service?” And, “Please use one word to describe us.”

Some of the answers/responses included:

  • Good x 4.
  • Professional and prompt.
  • Sympathetic and professional.
  • Good team!
  • Very good x 2.
  • Caring and considerate.
  • Excellent service. The ambulance arrived shortly after being called and I felt relief right away. The attendants were very professional and informed me about all the procedures. I felt very secure in their hands. Thank you very much. (14-4436; T. Allbee, J. Lentini).
  • Polite, helpful, competent, friendly. (14-3308; E. Sheils, M. Khan).
  • Professional. Thank you. I really needed your services.
  • Excellent service.
  • Very professional.
  • Beyond my expectations!! Excellent.
  • Great x 2.
  • Great care.
  • Caring professionals.
  • A1, efficient.
  • Great job
  • Very professional and kind.
  • Very professional and caring.
  • Competent.
  • Helpful, knowledgeable.
  • Professional x 8.
  • Great that you’re around.
  • Very capable and concerned. Very soothing and kept me calm (14-6515; M. Carter, T. Webster).
  • Professional, kind, caring, non-judgmental (13-105889; R. Davenport, M. Guertin).

Renovation and Expansion of ASM’s “10-1″: Volume 14

MANCHESTER — Additions and renovations to the Ambulance Service of Manchester’s main headquarters, known to employees as “10-1,” continue. As of this writing:

  • The painting and flooring in the main hallway is complete.
  • The small conference and training room is now housing a  temporary dispatch center during the renovation.
  • The foyer flooring is complete and the reception window is functional.
  • The locker room is complete and in use.
  • The new training room is mostly complete including the placement of a integrated training podium. Installation of the drop down screen is pending.
  • The new storage area is open and medical supplies and other materials are being moved in.
  • Demolition of the old dispatch area is underway.
  • The wall between dispatch and a defunct office space has been cut through to accommodate the placement of a new wheelchair van dispatch office.

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The next steps are renovating and expanding the new Dispatch Center, opening the new main entrance, completing the main hall drop ceiling, re-configuring the main call-taking office, installing water fountains and demolishing the old storage cages for more ambulance and wheelchair van parking.

The addition and renovation are part of ASM’s continued commitment and investment in the towns it serves.

Words That Describe Us: Volume 20

Aetna Ambulance Service, Inc. - Ambulance Service of Manchester, LLC.MANCHESTER and HARTFORD — Aetna Ambulance and ASM send Patient and Customer Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies.

The final question in the survey asks “Do you have any suggestions on how we can improve our service?” And, “Please use one word to describe us.”

Some of the answers/responses included:

  • Highly professional x 2.
  • Good job done. Thanks for helping me.
  • There are no words for TLC to this extent from this group except HOORAY! (13-113431; S. Allen, R. Fraley).
  • Caring and professional.
  • Superb.
  • Very impressed. Not only were they all helpful with my husband, they helped ease my anxiety and nerves. Thank you all very much and God bless. (14-1025; T. Oliver, T. Luetjen).
  • Caring and efficient.
  • Great! Unfortunately I have forgotten their names but the paramedics were fantastic! (14-594; R. Buechele, J. Traber).
  • They were wonderful.
  • Compassionate.
  • Kind and professional. Very important in my distress for friendly service. They comforted me the best possible. Helped ease my stress level with the pain I was in. They got me to Hartford ER and Hartford saved my life. Good job. I am forever grateful. (14-273; J. Platero, M. Carter).
  • Caring and excellent. My wife and I have used your services several times and have never had a complaint. You all do an excellent job and you care. (14-103; A. Hedberg, C. Rockoff).
  • Professional and caring.
  • Wonderful.
  • Professional, kind, reassuring. (13-104909; T. Lachappelle, R. Fross).

East Hartford Daisy Troop Visited by ASM Crew

EH Daisy TroopEAST HARTFORD — On February 6th, ASM’s Polina Yakushchenko and Jacob Truebig visited Girls Scout Daisy Troop 10862 during a troop meeting.

“Thanks for sending the ambulance yesterday to our Girls Scout Daisy Troop 10862. The girls enjoyed going inside the ambulance and getting the coloring books.  I asked Jacob to explain about the stethoscope and I think that was one of the favorite part for many girls. Thanks so much again for sending them I know winter is kind of crazy with emergency calls.” – Troop Leader Barbara Valdes

Aetna Grows Fleet by Three Ambulances

Three New Aetna AmbulancesHARTFORD — On February 3, 2014 Aetna Ambulance will place in service three new Mercedes Sprinter ambulances for regular use and day-to-day operations.

The ambulances are not replacements. Instead they are new additions to the fleet resulting from an application to the Department of Public Health for expanded services last November. To demonstrate need in the application, Aetna cited continued, controlled growth, the need for expanded capacity and the length of time since the last application.

Praise for ASM’s Stacy DeBarge

Ambulance Service of Manchester, LLC. - Stacy DeBarge

ASM’s Stacy DeBarge

I would like to bring to your attention the actions of [Manchester Fire Rescue EMS Firefighter Paramedic] and ASM EMT Stacy DeBarge of Unit 510.

On 1/XX/2014 Engine X responded to XX Lane for a Medical Alarm. The Incident turned out to be a lift assist only. The patient was an elderly women who had fallen out of bed and had been on the floor most of the night.

After determining the patient was not injured she was assisted into a chair. Patient has a home health aide on Monday, Wednesday, and Friday’s. As this was a Tuesday morning the patient would not have assistance during the day. When learning of this [MFRE Firefighter Paramedic] and Stacy assisted the patient upstairs to get dry clothes as she was wet and had soiled herself. Stacy assisted by [MFRE Firefighter Paramedic] helped the patient shower and get into dry clothes. Patient was assisted back downstairs and into her chair. Arrangements were made for the patients niece to check on her later.

Calling this incident a lift assist only barely scratches the surface as to the above and beyond care that was provided by [MFRE Firefighter Paramedic] and Stacy, who were assisted by John Bonneau, ASM EMT, and [MFRE Firefighter].

I would also like to note that ASM had been dismissed and choose to stay and help.

Thought you would like to know.

[MFRE Lieutenant]

Words That Describe Us: Volume 19

Aetna Ambulance Service, Inc. - Ambulance Service of Manchester, LLC.MANCHESTER and HARTFORD — Aetna Ambulance and ASM send Patient and Customer Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies.

The final question in the survey asks “Do you have any suggestions on how we can improve our service?” And, “Please use one word to describe us.”

Some of the answers/responses included:

  • Terrific.
  • Professional. The arriving EMTs were compassionate, concerned, efficient, personable and very professional (13-104014; A. Harkins, M. Carter).
  • I was unconscious but according to my daughter they provided excellent service.
  • Recently I was taken to the hospital by Aetna Ambulance. The two attendants Jeff D’Albero and Nicole Schiefferstein were excellent in their rolls as paramedic and EMT respectfully. Both were respectful and courteous and very concerned about my health. You should be proud of the fine work these two individuals do for Aetna Ambulance.
  • Professional. If I remember correctly, [the crew] was comforting and would ride with them again on any emergency I had. (13-92339; D. Noyes, K. Shapiro).
  • Good, professional services.
  • Perfectly timed execution for me, in that condition.
  • No problems.
  • Excellent service.
  • Professional x 5.
  • Timely and kind
  • Very helpful and caring.
  • Thorough.
  • Excellent.
  • Thank you!!
  • Right on.
  • Skilled, professional, comforting.
  • Excellent!
  • Excellent/Very possibly saved my life. Thanks. (13-112982; R. O’Neil, M. Sparks).