Words That Describe Us: Volume 29

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:

  • A blessing to all of us. Thanks for helping me get better. (14-49735; T. Houle, A. Pardi responding with East Hartford Fire Department).
  • Professional, courteous and very caring (14-47975; S. Finnigan, C. Quezada).
  • Professionals – Thank you.
  • Knowledgeable/caring.
  • Great.
  • Very well handled.
  • Comforting.
  • Kind.
  • They were very caring and professional. (14-49646; C. Lemire, K. Baker responding with Manchester Fire Rescue EMS).
  • I couldn’t ask for more. (14-51283; S. Thompson, J. Truebig).
  • Reassuring.
  • OK.
  • Professional and caring.
  • Well mannered and professional. (14-51715; R. Leslie, C. LaChance).
  • Good.
  • Professional, courteous.
  • G. Geres took great care of my son and put him at ease! Thank you! (14-42088; G. Geres, R. Bilodeau).
  • Very professional.
  • Very good at what they do.
  • Very friendly.
  • “Lifesaving”
  • Life saving.
  • Capable, Considerate and Professional (14-52610; R. O’Neil, N. Raiola).

Cleared for Independent Dispatch: ASM’s Dave Pozniak Completes Precepting Phase

Dave PozniakMANCHESTER –As of July 17, 2014, ASM’s David Pozniak has been cleared by Eastern Connecticut Health Network medical control for independent dispatch as a paramedic to the towns that ASM serves.

Dave’s preceptors were  Paramedic Supervisors Scott Thompson and Beth Sheils and Paramedic Dave White. The full precepting phase can take ten to 12 weeks or more as the paramedic is prepped for the realities of the field. As with all precepting phases at ASM, Dave’s final approval came from Eastern Connecticut Health Network after shadowing Dave and his preceptor in the field as they responded to emergency calls.

Dave started at ASM as an EMT-Basic in 2010 and graduated from the Capital Community College Paramedic Program. 

On behalf of the ASM Family, we would like to wish Dave the best of luck and say we are very proud to have such skilled professionals on staff.

“The crew was professional and caring”

Aetna Wallpaper 2

“The crew was professional and caring” read the initial Patient Satisfaction Survey. The patient’s wife went much further, writing the following letter about her husband’s long distance ambulance transport:

We were very thankful that we had chosen Aetna Ambulance for my husband Dave’s transport from Hartford, CT to Mercy Hospital of Buffalo, NY. Joan set up the transport and answered all of our questions. She was most helpful and described exactly what we could expect for transport and arrival at our destination.

The ambulance crew arrived on time at my husband’s room. They carefully prepared him for transport and rolled [the stretcher down] to the ambulance. They made sure they had all his personal belongings and they also took wonderful care of me and our son. I rode in the ambulance and my son drove to Buffalo. Donna made sure he was comfortable for our trip. Melissa and Tom took over driving duties. They were excellent drivers and were very caring about Dave’s comfort.

Throughout the drive Donna talked to Dave and took care of all his needs. The trip was uneventful. The arrival at the hospital was smooth and Dave was delivered to the MRU floor of the hospital. Donna, Tom and Melissa could not have been nice to us or more caring to Dave, our son and me during our journey from Hartford, CT to Buffalo, NY.

Thank you.

Please give our thanks to Donna, Melissa and Tom and tell them that Dave is out of the hospital rehab and will be taking outpatient rehab. He is so improved and they were part of the process to bring him back to his recovered self.

(14-55717. Information above appears with patient permission)

Words That Describe Us: Volume 28

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:

  • Although I was in pain, the crew was wonderful.
  • Quick, skilled, worked great as a team. Eased my fears significantly. Knew I was in good hands. (14-44836; J. Bak, M. Khan and Town of Manchester Fire-Rescue-EMS).
  • Wonderful, relaxed, professional. My dad, almost two weeks later, is still exclaim(ing) how kind and patient the EMTs were (14-45500; K. Russell, C. Haag).
  • Great care.
  • Comforting, professional, helpful.
  • Professional and skilled.
  • Very professional and knowledgeable (14-42673; J. Traber, T. Oliver).
  • Friendly.
  • Very professional!
  • They did a great job.
  • They are great!
  • EMT very understanding (14-44156; J. Rasmussen).
  •  Compassionate and caring.
  • Very professional service.
  • Professional and caring.
  • Wonderful.
  • I felt safe.
  • Very professional and courteous.
  • Pass along how great the crew was on this trip. Both crew members kept the environment calm and soothing even though it was a substantial injury. (14-45791; S. Gregg, N. Raiola).
  • Very good, very professional. If it wasn’t for you guys I would not be here today!!! I’m sure of that!!! (14-45129; S. Crittenden, M. Makulis).
  • Outstanding!! Thank you (crew members)!! (14-47799; D. Kemp, A. Kramer).

Renovation and Expansion of ASM’s “10-1″: Volume 17

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 dispatching and communications functions have been moved into the brand new, renovated Communications Center which is awaiting a new kitchenette in order to be complete. The Center now has additional monitor screens per dispatcher, additional dispatching positions if needed as well as special lighting systems and other features.
  • The last remaining storage ‘cage’ in the ambulance bay has been demolished to make way for nose-in parking for the two bariatric units.
  • The new, additional classroom/meeting space is fully functional and in use complete with an AV podium, kitchenette, separate entrance and special lighting.
  • Signage, an awning and planters will be added to the new main entrance soon.

The next steps are re-configuring the main call-taking office, finishing carpeting certain spaces, constructing the hands-on training area and adding the awning to the new entrance.

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

Words That Describe Us: Volume 27

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:

  • Top shelf.
  • Very professional and compassionate.
  • Excellent!
  • Professionals.
  • Professional. They got me there alive!
  • Very professional. The staff is without a doubt, top notch.
  • Exceptional.
  • Caring.
  • Very professional, very kind, sympathetic. They did their very best at keeping my anxiety level down. They did a great job. This was my first call for help in this nature and I can’t say enough on how well I was treated. Thank you so much. (14-38217; B. Mathiau, J. Bush).
  • Caring and efficient.
  • Outstanding!
  • Caring.
  • Excellent. They were very professional. Couldn’t have been better. (14-38987; R. Fraley, R. Leslie).
  • Personable and very knowledgeable.
  • Ok.
  • Great.
  • The [EMS Providers] were knowledgeable, good communicators, kind and professional. It was a positive experience for a difficult situation. (14-39676; M. Levasseur, R. Fross responding with Coventry Volunteer Fire Association).
  • Very caring, knowledgeable and professional.
  • Wonderful!
  • Efficient, kind. Thank you so much for your help…Thanks to you, I’m on my way to a satisfactory recovery.
  • Very professional.

Paralyzed Man Gets Surprise Lift To Son’s Graduation

Read the original Fox CT story here…

LOUISA MOLLER – Fox CT

A paralyzed Connecticut man was given a special gift Monday by a generous ambulance company. Frank Foster was transported from New Britain to Danbury by the Ambulance Service of Manchester to see his only son graduate from Bethel High School.

“None of us expected this. If it wasn’t for my friends at the ambulance company, it wouldn’t have happened,” Foster said.

Foster has spent most of his time in hospitals since a devastating incident a few years ago. He suffered from an aortic aneurism resulting in a spinal cord injury.

“I was in my living room and all the sudden, I dropped to the floor. Luckily my phone was next to me,” Foster said.

He had discussed his son Paul’s graduation with ASM employees but did not learn that the company was transporting him, free of charge, until a few months later.

“Surprise is an understatement,” Foster said. Read more from Fox 61 here…

Hospital-Bound Dad Gets to See Son’s High School Graduation

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Thanks so much to Hospital for Special Care and to everyone who was able to make this happen. A special thanks to Rachel Buechele and Matt Tuttle who worked with the patient to come up with the idea .

Additional media coverage of the above story can be found here:

Hospital-Bound Dad Gets to See Son’s High School Graduation – NBC Connecticut

Bedridden Bethel father able to see son graduate – WFSB

WFSB 3 Connecticut

Bethel father gets ambulance ride to son’s graduation - News Times of Danbury

Patient information was used with express, written permission.

Thank You Letters from Bowers Elementary Career Day

MANCHESTER — In April 2014 ASM’s Ted Oliver and Stephanie Boutot attended Bowers Elementary School Career Day to talk to the children about ambulances, Paramedics and EMTs, and medical emergencies.

The Career Day team wrote to ASM to say thank you. An excerpt reads, “Please accept our warmest thank you for volunteering your time to be a part of our Bowers School Career Day! The day was full of wonderful people like you, positive messages, and appreciative students and staff members.”

Words That Describe Us: Volume 26

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:

  • Service was excellent!
  • Professional and compassionate.
  • Great service!
  • Very good x 2.
  • Professional and caring x 2.
  • Helpful and professional.
  • Excellent. Very, very good.
  • Comforting.
  • Skilled. Attendants very courteous and professional! (14-31622; D. Noyes, T. Whalen).
  • Efficient.
  • Very good.
  • Very personable and made me feel at ease. I wish I knew their names, but they provided excellent service. They made me feel very comfortable. They are great employees. (14-32476; K. Caldwell, M. Hoyt).
  • I felt they were very concerned with my well-being.
  • Caring and professional x 2.
  • Very professional x 2.
  • Very caring – Very professional.
  • Dependable.
  • Exceptional professionals.
  • The Best.
  • Professional – Efficient
  • Good medical care.
  • Good service.
  • Very caring and informative.
  • Professional, skilled, prompt, knowledgeable.
  • Life saving.

Renovation and Expansion of ASM’s “10-1″: Volume 16

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 new main entrance on the south side of the building is open and in use, complete with a new reception area.
  • Water fountains have been installed.
  • The old storage cages have been demolished to make space for a fourth lift in the fleet maintenance area and for more ambulance and wheelchair van parking.
  • Signage, an awning and planters will be added to the new entrance soon.
  • The dispatch center is near completion with a new layout, carpet tiles, area for a kitchenette, a new crew entrance, a separate wheelchair van dispatch area and more.

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The next steps are moving dispatch into its new home and re-configuring the main call-taking office.

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

CPR & AED Awareness Week Training a Success

CPR WeekMANCHESTER — On June 5, 2014 some 80 local residents received training in delivering CPR and operating AEDs during an Awareness Week training. The mass event was held at Mahoney Recreation Center in Manchester. Instructors were provided by ASM, Manchester’s Community Emergency Response Team (CERT), the town’s Health Department and Proactive Safety.

CPR Week 2Sponsored by:

  • Manchester Health Department
  • Fire-Rescue-EMS
  • Eighth Utilities District
  • CPR Program
  • Ambulance Service of Manchester
  • ProActive Safety

Words That Describe Us: Volume 25

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 EMT’s were great, but I hope I never need your services. Thank you for your prompt service, professional care, concern, kindness and humor. (14-39662; J. Pasquale, S. Whalen).
  • Excellent services and personnel.
  • Considerate.
  • Caring and knowledgeable.
  • Very caring.
  • Professional and knowledgeable.
  • Excellent service.
  • Well trained.
  • Great.
  • First class.
  • Thoughtful, efficient.
  • Quick response to 911 call.
  • Friendly, professional, caring. Thank to all of those who took care of me! (drew a heart) (14-20568; L. Mazzoni, D. Rice).
  • Excellent, professional service.
  • Everyone and everything was perfect (14-25136; M. Campbell, R. Gonska).
  • Excellent service.
  • Calm, caring.
  • R. and K. we’re both great! (14-27862; R. McConville, K. King).
  • You guys were the best!
  • Kind
  • A-O-K.
  • Prompt, excellent service.
  • Comforting, easing anxiety, courteous. [Patient] had a stroke 15 years ago and can’t talk and was very upset when he could not breathe. EMT relaxed him and helped him immediately and treated me with respect and calmed my fears. Thank you for your services. (14-31597; A. Fine, J. Rassmussen).

High Praise for ASM’s John Bonneau and Drew Hedberg

Satisfaction SurveyMANCHESTER — On May 13, 2014 ASM’s John Bonneau and Drew Hedberg responded alongside Manchester’s Eight District Fire Department for a 911 call. One to two weeks after the transport the patient was randomly selected to receive a Patient Satisfaction Report.

When asked to use or word or phrase to describe the crew the patient wrote: “Wonderful. Did their job well.”

She went on to write, “Your ASM team were wonderful, professional and caring. I was crying much of the time off and on from the onset to being in the hospital. The EMT with me was extra special. He made me comfortable, asked necessary questions in a most caring way, even asked me how my Mother’s Day was and told me about his. I highly recommend you company. ASM was represented by your team in a most positive way.”

-14-41167

Another Survey Response for Aetna’s Matt Campbell and Kevin Mathiau

Campbell and Mathiau 2HARTFORD — On March 26, 2014 Aetna Ambulance’s Matt Campbell and Kevin Mathiau once again responded to a motor vehicle accident in Wethersfield, a scenario which landed them high praise in a survey in February. Some have begun to believe the two carry blank surveys on their person.

In this case, within two weeks the patient was randomly selected to receive a Patient Satisfaction Survey. The patient sent back a response with all clinical care boxes marked Agree or Strongly Agree and the following narrative:

Please use a word to describe us: “Competent, caring, professional, compassionate.”

“The person who cared for me, Matt, was exemplary. He was very caring and paid attention to my concerns and addressed them. He put my mind at ease in a situation that was tenuous. Being a nurse and knowing what could be happening to me made me very frightened and he made me feel like I could trust him and know it was ok. I hope he sees this and I hope he gets lauded for what he does. I know if did this for me he does this for others. And I know its hard to care for people in the medical profession. I hope I can thank him personally some day.”

-14-25907