Over 97% of patients would recommend ERS Medical to their Family & Friends
Results from our latest quarterly patient survey have revealed that over 97& (97.4%) of our patients that have travelled with us are ‘likely’ or ‘extremely likely’ to recommend our services to their family or friends.
The data was collected through our ‘Friends and Family’ question which forms part of our freepost postcard patient survey, designed to allow patients to comment on the service and standard of care they’ve received. ERS Medical has been using this question for 18 months but it was recently made compulsory by NHS England in April.
Our survey also offers a freetext box to allow patients or carers to comment on the service, offer improvements and give their thoughts on the service received. Here is a selection of the comments received*:
“Crew were very respectable and very kind, nothing was a burden to them.”
“Very good, kind and polite. Felt safe and sound both ways very enjoyable journey.”
“Thank you all for the consideration given and the care.”
“Had a wonderful journey to St Marks Hospital and back to Broomfield. The staff were exceptionally friendly. Thank you.”
“The treatment I received from the two members was A class. I would recommend this service to anyone who needs it.”
“What a wonderful service – felt totally at ease – from the moment James escorted me from my front door to the transport and returning back home after my appointment. Well done.”
“My driver was pleasant, careful and most helpful with a wealth of stimulation and conversation.”
The opportunity for feedback isn’t just given to patients at the end of a journey. ERS Medical provides an end-to-end service for patients to provide feedback by also including an end of call survey when a patient’s booking is taken. Results from the latest quarter (April to June) reported that 96.7% of those questioned on the end of call survey are ‘likely’ or ‘extremely likely’ to recommend our services to their family or friends. A selection of patient and carer comments from the last quarter are below:
“The young lady I spoke to today, Pauline, was extremely kind, patient, had a sense of humour and did everything she could to make the process easy which is not an easy thing to do when you’re worried, frightened, and your loved one is going into hospital. So to her, and previously to John, you are a lovely department, thank you very much.”
“I found the young lady who spoke to me on the phone very courteous, and very understanding and she made me feel at ease. Thank you very much.”
“Thank you so much, I couldn’t speak higher of you, I received my call from the booking office.”
ERS Medical said: “Our surveys provide vital feedback from our patient’s which let us grow and improve as a business. The most recent survey results are indicative of ERS Medical providing a great service and keeping ‘patient care’ at the heart of all we do.
“The comments provided by our patients and carers allow us to put actions in place to improve the patient experience while also celebrate the success of our team members and provide staff recognition. We recently introduced the end of call survey which is another example of how as a business we’re forward thinking and expanding on the minimum requirements to ensure our patients are receiving the possible service from start to finish.”
*Patient details removed to ensure patient confidentiality