Survey says: Prompt adjusts client feedback method

2014-02-01T00:00:00Z 2014-02-01T22:41:40Z Survey says: Prompt adjusts client feedback methodVanessa Renderman, (219) 933-3244

HIGHLAND | A local emergency response company is changing the way it handles customer feedback and is using that data to better pair its workers and clients.

Prompt Ambulance Service has implemented a new survey system that ties comments back to a specific employee on a specific ambulance trip.

The survey asks patients how the employees treated them, how they treated their family and treated their house, among other questions, said Ron Donahue, director of business development for Prompt.

"This technology allows us to capture all of that data," he said. "We are working on a partnership to make surveying patients easier and implement unique ideas to share that data with multiple agencies and, hopefully, develop joint training programs to improve the overall patient experience."

Prompt has been surveying patients and reviewing feedback for years, but the new software links the responses to specific employees, Donahue said.

In total, 80 percent of Prompt's business is non-emergency, meaning most calls are scheduled. Having employee-specific information can help Prompt better pair its workers and patients, he said.

The data also can be shared with employees. 

"It's hard for individual departments to improve if we don't have the data," Donahue said.

Some dialysis and wound care patients are transported via ambulance multiple times a week for treatment, Donahue said.

The care they receive during transport is part of the recovery process, said Brian Polackoff, of EMS Toolkit, the North Carolina-based company that designed the survey software.

"If it's an uncomfortable ride, that's not good for anyone," he said.

Prompt updated its Highland dispatch center in 2009 in a $2 million project, Donahue said.

"Often, in the medical community, everyone puts a great deal of focus on clinical skills, but sometimes forget about the customer service aspect of medicine."

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