Ambulance Service of Manchester sends Patient and Customer Satisfaction Surveys to a random sampling of patients every month. The final part of the survey asks that the patient or family member use a word or phrase that describes the ambulance crew. Listed below are the words used to describe our amazing employees.
MANCHESTER: Ambulance Service of Manchester Paramedic Robert Bilodeau and EMTs Sandra Parker and Amanda Larochelle received the following feedback from a patient satisfaction survey. “From the moment that the ASM crew entered my apartment, I knew I was in good hands. As they began to glean information, it was apparent that they were concerned and extremely professional. They assessed my condition rapidly and began treatment at once. They performed perfectly as a team and also alleviated my anxiety by explaining exactly what and why they were doing it. Once I was in the ambulance, the [crew] gave me anti-nausea medication which gave me immediate relief from discomfort, as well as, anxiety. I am confident it provided a certain level of relief to the ambulance crew as well. As proof of the team’s efficiency, my blood pressure markedly lowered from the time they arrived at my apartment to the time I arrived at the hospital. If you wish to share any or all of this story with the public, you have permission.”
MANCHESTER- On Wednesday May 1st, 2019 Team ASM-Aetna hosted its third American Red Cross Blood Drive at ASM’s headquarters. Numerous employees, friends, and family members participated in the day-long event. Aetna and ASM have committed to hosting a drive at least twice a year. Thank you to all of the new and returning donors and we look forward to the next event!
A note from Red Cross Account Manager for Donor Recruitment
Alissa Haight Aguda:
“ASM smashed it out of the park on Wednesday. To recap our results we had 30 presenting donors, 3 deferrals for a grand total of 27 successful donations. This will ultimately help 91 hospital patients in need of blood plasma and platelets!”
“Thank you so much again for your dedication to the American Red Cross!”
SOUTH WINDSOR – In early January, The Ambulance Service of Manchester received a hand written thank you note addressed to Paramedic David Pozniak and EMT Mike Sparks. The note, as depicted below, is in regards to a transport completed a few weeks prior.
The two guys were the best. They actually made me forget my pain. God Bless them! I’ve told everyone how good they were and I will highly recommend them.
In mid-November, Aetna Ambulance Service received the following letter from the son of a recently treated patient.
To Aetna Ambulance Management:
Please accept this letter of appreciation regarding the below:
Aetna Ambulance was dispatched to my house in [xx] by 911 and they arrived very promptly. Miracle after miracle happened from that moment. My father’s heart went flat while the ambulance crew was trying different techniques to bring the heart beat up and THEY DID. This wonderful crew rushed him to [xx hospital] where a pacemaker was placed, the only option for my father to live. While speaking to all kinds of doctors in the ER in regards to my father’s condition, doctor [xx] stated that he was very impressed with the ambulance crew that brought him in the ER. It was very pleasing to hear that.
Late evening, when we were still in the ER waiting for the available bed in the ICU, a young man entered the room and asked about my father’s condition. He also stated the he brought him in the morning to the ER and was so happy to see him alive. I almost cried. This was Matthew Carter- Paramedic for Aetna Ambulance. Dear Matthew, if you are reading this letter, I would like to thank you again for everything you and your crew did to keep my father alive. Please extend my appreciation to Trisha Webster- EMT, Tessa Harrington-Paramedic and Alex Zhakov- EMT. It is really wonderful to know that there are people in this world who care. Thank you guys again from me and my family!!!!!!
Matthew, just in case you are wondering how my father is now: he has a permanent pacemaker placed on [xx 2018] and is now in short term rehab.
We thank you, Steve, Brian and all the folks at ASM/Aetna for supporting the 9-11 event this year in Bolton. Paramedic Chris Myska and EMT Tiffany George did an excellent job of representing your firm. On behalf of the Town of Bolton and a grateful Fire Department we also want to thank you and your team for all that you day in and day out to help the citizens of Bolton.
Rocky Hill Fire Department
Deputy Chief’s Office
RE: EMS Response– July XX, 2018
To: Joe Grayeb, Chief Rocky Hill Volunteer Ambulance Association
“I would like to take a moment and commend the EMS Staff of Aetna Ambulance for their response to the [recent motor vehicle accident]. While the outcome was not successful for all the patients involved, the care provided by the crews from Aetna Ambulance was outstanding. They quickly determine the needs of the scene, allocated units to each patient and had the most critical patients en route to the hospital in a timely manner under extreme conditions.
I most cases EMS crews are never around to hear the praise that they deserve. I ask that you pass this information along to the appropriate people so in this case they receive the recognition they earned.”
Mark C. Gentile
MANCHESTER- In mid-July, a patient recently treated by Paramedic Matt Traber, EMT Tracy Luetjen and student observer Briyanna Decaprio visited Ambulance Service of Manchester’s Headquarters after sending in the following request.
“I was in [an accident recently] after having a [medical emergency]. [I so badly want to meet the crew who responded to thank them]. My memory is so spotty and I was completely out of it but I can vaguely remember faces. What I will absolutely never forget was how incredibly compassionate everyone was.”
“I met the crew who helped me today and couldn’t be any more grateful for having the chance to do so. You guys are the best!! Thanks for all you’ve done for me and all you do for everyone else in the community.”
Photo and quotations appear with permission.
MANCHESTER- In late June 2018, ASM Paramedic Greg Derosier and EMT Heather Marshall received a handwritten card from a patient’s wife expressing her sincere gratitude for the service they provided. The card reads:
“I wish to thank you for the wonderful care and kindness shown to my husband when you transported him from [Hospital] to [Hospital]. You were both so considerate to myself and [my husband] and you helped to put a smile back on my face. Thank You! After talking to you both, I knew my husband was in the best of care.”
WETHERSFIELD — In late June, 2018, Aetna received another heartfelt Thank You letter directed to Paramedic Michael Bouley and EMT Brandon Butler. The card reads:
“Your EMT/Paramedic’s were very professional. They explained in full detail how they would carry me in a special chair down 14 stairs (I live in raised ranch). I felt very, very confident in their strength, calmness and positive attitude. If I have need in the future for transportation to the hospital, I would like your company to assist me. Thank you.”
MANCHESTER- On Tuesday May 1, 2018 Team ASM-Aetna hosted its first American Red Cross Blood Drive at ASM’s headquarters. Numerous employees, friends, and family members participated in the day-long event. Program Manager and Coordinator Alissa Haight Aguda offered the following letter of appreciation to those involved.
“On behalf of the American Red Cross and the people we serve, I would like to personally thank you and all the employees at the Ambulance Service of Manchester for the support we received at our Tuesday May 1st 2018, blood drive.
We came close to our drive goal which was 25 units donated. At the drive we had 30 people register resulting in the collection of 21 units of blood. Excellent WORK! These units of blood will help save up to 63 lives and ensure a readily available supply of blood for CT hospital patients. You and your donors are true heroes!
Once again, it has been a pleasure working with you and I am extremely grateful to have your support of the Red Cross’ life saving mission.”
Manchester- On March 27th, 2018 ASM Paramedic Chris Myska and EMT Robert Anderson had the rare opportunity to meet a patient they treated one month prior. The patient (shown above), requested to meet the crew in person eager to express her appreciation for the tremendous care they provided. In addition, the following letter was addressed to Chris and Bob for their efforts.
On February 28th, you were called to XX hospital to transport me to XX hospital due to my having had a heart attack.
On the way to the hospital, I needed CPR and had to be shocked to bring me back to life. My doctor told me that I was dead for a good minute.
I am writing this to thank you for giving me my life back. There is no way that I can repay that. I also want to apologize for scaring both of you that way. I am sure that your hearts were beating a lot harder than mine.
I want you both to know that I am doing well. I had two stents put in and I will be starting cardiac rehab on March 28th, 3 days a week for 12 weeks.
Again, Thank you! Thank you!
Photos and letter appear with permission.
West Hartford Fire Department
Department of Fire Service, Engine 1
January XX, 2018
To: Gary Allyn Chief, Chief of Department
I just wanted to send you a quick Email regarding a favorable response from Aetna Ambulance last evening. E-1 responded to [a nursing home] for difficulty breathing. E-1 and Medic-1 found the patient critical. Bradycardic, and No blood pressure and needed BVM assistance. Medic- O’hara dropped a few lines into him, intubated him etc…
The Medic on the rig was a guy named Preston who was FANTASTIC!!!! The EMT was great as well. If you have the ability can you please pass on the praise, it was a huge relief to have such a genuine crew show up with a truly challenging call that had so many problems to long to explain via Email.
Once again, thank you for the assistance and professionalism of your staff.
LT. [Engine 1]
Below are a few recent quotes from the comment section of Aetna’s Patient Satisfaction Surveys. Keep up the great work!
Absolutely Amazing. I asked a million questions and they were able to answer everything and keep me calm.
Professional, caring, sensitive to my feelings, reassuring and kind.
Very kind and caring, comforting.
They were some of the kindest people around.
MANCHESTER – In early January, The Ambulance Service of Manchester received a hand written thank you note addressed to Paramedic Robert Balkun and EMT Mike Sparks. The note, as depicted below, is in regards to a transport completed a few weeks prior.
The EMT team tried to make the transport as pain free as possible. They kept talking to me the entire ride to the hospital. Someone stayed with me the entire time at the hospital (I was alone) until I was put into an ER room.