Category Archives: Thank You Letters

Praise for ASM’s Kenya Russell and Stephanie Boutot

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ASM's Stephanie Boutot

ASM’s Stephanie Boutot

MANCHESTER – In June 2013, ASM received a Patient Satisfaction Survey related to an emergency response performed by ASM crewmembers Kenya Russell and Stephanie Boutot. The patient completed the survey and checked all of the Strongly Agree boxes and wrote in the word “Awesome”  to describe the service.

Additionally he hand wrote the following:

ASM's Kenya Russell

ASM’s Kenya Russell

“Kenya and Stephanie were caring and professional and friendly and awesome. Stephanie was a great driver who got us through rush hour traffic quickly and safely. Kenya was a wonderfully caring person who put me at ease while taking care of me. I cannot say enough good things about these ladies! I would like to thank them personally!”

– [Patient, 13-37006]

Praise for Aetna’s Sean Piscopiello and Nicholas Foran

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Aetna Ambulance - Sean Piscopiello and Nicholas Foran

(L to R): Sean Piscopiello and Nicholas Foran.

WETHERSFIELD — In June 2013, Aetna received a Patient Satisfaction Survey related to an emergency response performed by Aetna Paramedics Sean Piscopiello and Nick Foran. The patient’s daughter completed the survey and checked all of the Strongly Agree boxes and wrote in the words “Respectful” and “Professional” to describe the service. Additionally she hand wrote the following:

“My mother lives with me. She woke up extremely short of breath. I am a nurse and check her lungs and vital signs frequently and did so right before calling 911. Ambulance personnel listened to what I had to say and made me feel like I was a part of the team! Thank you.”

– [Patient’s Daughter, 13-36724]

Early Praise for ASM’s Jason Bak on a Paramedic Intercept

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ASM's Jason BakMANCHESTER — In May 2013, ASM received a Patient Satisfaction Survey related to a paramedic intercept performed by ASM Paramedic Jason Bak, while completing his precepting phase. The patient checked all of the Strongly Agree boxes and wrote in the word “Wonderful” to describe the service. Additionally he hand wrote the following:

“Jason, the [Paramedic] who came onto the ambulance was amazing. He made me feel very comfortable, that is, I felt safe and in the good hands of someone qualified. He was very reassuring and should be recognized as a very valuable person on your staff.”

– [13-32929]

Words That Describe Us: Volume 8

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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:

  • Excellent personnel.
  • Excellent.
  • Professional x 4.
  • Very professional.
  • The best.
  • Good.
  • Great.
  • Efficient x 2.
  • Caring.
  • Excellent. I called approximately 10 times in the past year. I believe the ambulance staff has saved my life each time. Now they know where my extra key is and they use it when I cannot get to the door. Thank you all!
  • Terrific.
  • Keep doing everything you are doing as your company seems to have the key to running a successful business down pat. Great job. (13-29357).
  • Thoughtful.
  • Reliable.
  • Fantastic.

Words That Describe Us: Volume 7

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Aetna Ambulance - Ambulance Service of ManchesterMANCHESTER 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:

  • Professional  x 10
  • Excellent x 6
  • Great x 5
  • Efficient x 4
  • Competent x 3
  • Helpful x 2
  • Good x 2
  • Friendly x 2
  • Efficient, very professional.
  • Concerned.
  • Did their job perfectly.
  • Highly skilled professionals.
  • Very dependable.
  • Very Good.
  • Compassionate.
  • Excellent service.
  • Excellent staff.
  • Very good service.
  • Knowledgeable.
  • Pleased with service.
  • The two gentlemen were the very best. Thank you.
  • The staff that attended to my father’s needs were excellent. Very caring and attentive individuals.
  • Excellent service. Impressed with professional and kind service. Ryan McConville helped handle the paperwork for the hospital. He was very helpful during this stressful time.

Words That Describe Us: Volume 6

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Aetna Ambulance - Ambulance Service of ManchesterMANCHESTER 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:

  • [Aetna’s] Ryan (835) and Mike (942) were excellent EMTs (13-18633)
  • Professional and highly competent. The medics were wonderful handling a 911 situation. They knew exactly what to do, were calm and very good at relaxing the patient in a stressful and frightening situation. It was helpful having them give the information to the hospital upon arrival and to assist in getting a bed in the ER. (Per the writer’s mother, the patient)
  • Always pleased with service!!!! (SNF)
  • Glad we called Aetna.
  • The best.
  • Very caring for the person in need of care.
  • Caring.
  • Caring professionals.
  • Very professional and caring.
  • I want to thank them for the great care I received!
  • Good.
  • Very good.
  • Serious.
  • Prompt, efficient.
  • Proficient.
  • Did best to put me at ease.
  • Helpful and cared.
  • The entire crew was very pleasant and informative of whatever questions I had asked.

Praise from Hartford Fire Department

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Hartford Fire Department - Aetna Ambulance Service, Inc.Hartford Fire Department

Department of Fire Service, Engine 8

March XX, 2013

To: Edward Casares, Jr., Chief of Department

Occasionally an email is sent out by the Department asking if members performed exceptionally well at an incident. Today E-8 has such an event. So I would like to advise you of it as well as let you know that the medics themselves arrived to quarters to express their gratitude for our assistance.

The call was for an unresponsive patient. FireHouse documents the particular actions taken. But in essence: E-8 was first on scene, confirmed pulselessness and no respirations, full CPR w/ BVM begun, then assisted Aetna units as they started ALS care. Our collaborative efforts produced a heart rhythm and blood pressure, [Hospital] received the patient, and [he/she] is admitted.

I would like to express my gratitude to the members of Aetna Unit 226: Mike Glazier, EMT, and Sean Piscopiello, Paramedic. As well as the EMTs of the second Aetna unit: Terry Perry, EMT and Ryan Houser, EMT.

Respectfully submitted,

Engine 8, C Tour

Words That Describe Us: Volume 5

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Aetna Ambulance - Ambulance Service of ManchesterMANCHESTER 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:

  • Thorough. The [EMTs] were great. They convinced me to go to the hospital and they were right. Nice people!
  • Excellent service, couldn’t have had any better. My mom was transported. The two medics were excellent. Michael had my mom laughing and [they both] made her trip so comfortable. I couldn’t have asked for any better. (ASM’s E998 and E741).
  • Caring (appeared in six surveys).
  • Very professional (appeared in three surveys).
  • Considerate (appeared in three surveys).
  • Thank you for being with us.
  • Responsive.
  • Excellent.
  • Reassuring.
  • Good care.
  • Helpful, kind and accommodating. Thank you.
  • GREAT JOB!!
  • Experienced.

Praise for ASM’s Heather Digirolamo and Cody Lemire

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Cody Lemire - Ambulance Service of Manchester, LLCIn a letter dated February 20, 2013, a patient’s daughter wrote the following:

With this letter, I would like to express my gratitude to Heather D. and Cody L., who transported my father from Hartford Hospital to our home on February 13th. My father is very ill, and they both did everything possible to make him feel comfortable during the ride home. I am impressed with how considerate and caring they were.Heather DiGirolamo - Ambulance Service of Manchester, LLC

Our family has had a lot of experience with medical staff and services, and Heather and Cody really stood out with their personal and professional qualities. I am so grateful for people like them who make the world a better place and wanted to make sure that I express my appreciation. They truly made a difference for my family and me that day. Thank you for much from the bottom of my heart.

– [Patient’s Daughter] #13-13896

Rockville Ram Sends Thank You Card for Ride Along

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As part of an ongoing partnership, three Rockville Rams spent February 7, 2013 “learning by doing” by riding-along with EMTs from the Ambulance Service of Manchester. They learned first-hand whether a career in medicine, or specifically a career in Emergency Medical Services (EMS) is right for them. The following was excerpted from a thank you card:

Rockville High School Job Shadow - Ambulance Service of ManchesterDear Mike and Mike (Supervisors Sparks and Panciera):

I want to thank you so much for your time with me on my job shadow day. Sitting in the ambulance, being able to watch what you guys do, and seeing how you guys car for other people was amazing. You two are such caring and great people.

I would love to learn more and become an EMT. I think each and every EMT is great because they are the first line of defense in caring for someone’s life. I wish the best to you guys.

Thanks again,

[Student T.P.]

Words That Describe Us: Volume 4

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Aetna Ambulance - Ambulance Service of ManchesterMANCHESTER 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:

  • Excellent.
  • Lifesavers.
  • Extremely professional team and very caring for me as a patient and my family.
  • All areas were excellent – the two ambulance men we’re wonderful!! The very best! Please tell them so.
  • Staff was very efficient, concerned and competent. Thank you.
  • Thanks for the awesome care you gave my son.

EMS is often a thankless field. We feel that expressions of appreciation deserve to be shared and constructive comments deserve to be acted upon. An effort is made to share positive and/or constructive comments with the field staff and with the public we serve. Some of the other responses we have received are highlighted throughout our blog and on our website.

If we have treated you and you would like to request a blank survey please call our office at (860) 647-9798 or send your comments to us at PO Box 300, Manchester, CT 06045-0300. Or, simply click the Leave a Reply link below.

“They Literally Saved His Life”

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WETHERSFIELD — Many things had to come together for one 74 year-old patient to survive the morning of October 26th. He needed the rapid dispatch of advanced care. He needed definitive cardiac care. But possibly the most important key to his survival: a skilled EMS team needed to show up at the door.

 Aetna’s Jeff D’Albero, Ashley Kramer and the Aetna Operations Supervisor responded to the 911 call for difficulty breathing. Upon arrival of the crew from Aetna Ambulance, his  breathing was agonal (a last few instinctive breaths) and his heart was in ventricular fibrillation; a non-perfusing, lethal heart rhythm. After intubation, ACLS medications, three rounds of defibrillation and three cardioversions the patient was in a normal, perfusing heart rhythm upon arrival at [Hospital].

The patient’s spouse returned a Patient Satisfaction Survey with the following response:

“The people who responded that day were terrific. They literally saved [his] life. Thank you for the bottom of our hearts.”

Seven days later, and out of pure coincidence, Jeff returned to [Hospital] to transport the same gentleman to a skilled nursing facility for rehabilitation of the minimal deficits he incurred. Today, the patient is resting and recovering at home. He said, “make sure they know I deeply appreciate what they did.”

Note: The use of details, dates, treatments and other conditions are done with the express written permission of the patient. 

Bolton Brownies Learn About the Role of EMS and the Ambulance

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BOLTON, CT – Brownie Troops 10635 and 10636 in Bolton (about 40 second and third graders) are currently working on earning a First Aid Badge.  One of the requirements is to speak with a First Responder and Troop Leaders expressed that the girls were really interested in seeing an ambulance.

“On behalf of Brownie Troops 10635 and 10636, I would like to thank you for your teams for their time.  The girls really enjoyed asking questions and have gained a real appreciation for the responsibilities of First Responders. Thank you again.”

– Sue, Troop Leader

NOTE: Within the Town of Bolton, ASM responds to medical emergencies in conjunction and cooperation with Bolton Fire Department (BFD). ASM provides ambulance and paramedic services for requests that come in via the 911 system. BFD is the designated First Responder and provides all rescue and fire suppression services to the Town of Bolton. In the event of an emergency, always dial 911. 

ASM and Manchester 8th Utilities District Team Up to Present “People Who Help”

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Fire Prevention Week: People Who HelpMANCHESTER — For the week of October 14-20, ASM and the Manchester Fire Department teamed up to give Fire Prevention and People Who Help presentations at the elementary schools throughout the Eighth District.

In a letter from the Bureau of Fire Prevention of the Manchester Fire Department: 

Fire Prevention Week: People Who HelpThank you for assisting us with our Fire Prevention Week! The kids LOVED seeing the equipment and having the opportunity to walk inside an ambulance. We cannot say thank you enough! I have included in this letter some pictures that you might enjoy.

 

Your friends,

The Manchester 8th Utilities District Fire Department

Words That Describe Us: Volume 3

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Aetna Ambulance - Ambulance Service of ManchesterMANCHESTER 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:

  • “Very capable and understanding considering my complete confusion and surprise as to my incident. Everything was as good and efficient and capable as anyone could hope for or expect.”
  • “Fantastic. Could not ask for any better service. It was perfect.”
  • “Excellent service. I was very pleased with the ambulance service my husband received. I have no complaints.”
  • “Very helpful and reassuring to my personal needs.”
  • Great x 2
  • Excellent x 2
  • Very professional
  • Good
  • Super
  • Competent
  • Outstanding
  • Supportive
  • The best!
  • Fabulous
  • Conscientious.