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Survey 1

Bringing up the score: ERS Medical’s patient survey results

ERS Medical has been given top marks by patients in Barnsley, Doncaster and Rotherham using its out of hours patient discharge services.

Through its on-going commitment to delivering a market leading, customer centric medical service, ERS Medical introduced an on-board patient survey at the end of 2012 as a tool to continuously monitor and improve its offering. The hard copy survey consists of seven questions to measure each patient’s experience which also featured the ‘family and friends’ question before this became a requirement.

The survey’s scoring system saw 87 percent of patients rate the overall service either 9 or 10 out of 10. (Barnsley 75 percent, Rotherham and Doncaster 93 percent respectively.)

Some of the patient comments on the survey postcards included:
• “The service for me was first class”
• “Friendly and helpful”
• “I cannot fault the excellent service”
• “Very professional and polite from all staff”
• “The crew were fantastic with my Mum :)”
• “The driver was very nice and made me feel at ease, very helpful too”

ERS Medical comments, “The results are excellent and are a reflection of the hard work our ambulance crews have put in to provide our patients with a safe, reliable and reassuring service.

“Our surveys generally close at the end of each month and any results received are logged and filed. From that we put together an action plan to concentrate on areas of improvement and this is circulated to partners and to the NHS Trust the survey results relate to. We are delighted with this first round of results and will work collectively to make further improvements.”

The out of hours patient discharge services three year contract, which commenced with the former Barnsley, Doncaster and Rotherham Primary Care Trusts, began in April 2012 and sees ERS Medical transporting patients who meet the eligibility criteria, from hospital wards to their homes during out of hours periods between 5-10pm.

Next quarter’s combined target for Barnsley, Doncaster and Rotherham is 90 percent – we look forward to calculating the results!