Lee County EMS Customer Satisfaction Survey Design for Six Sigma (DFSS)

1. Lee County EMSCustomer Satisfaction SurveyDesign for Six Sigma (DFSS) February 23, 2007

2. Team Members Lt. Chris Sutton Lt. Tom Pillsy FTO Jim McFee EMT Steve Lupe Admin. Asst. Ruth Boonstra Team Facilitators Capt. Art Garcia Lt. Todd Bardell Sponsor Chief Kim Dickerson Capt. Art Garcia Project Team

3. Lee County EMSMission & Vision Mission Statement To provide the highest quality out-of-hospital emergency medical care and transportation for the residents and visitors of Lee county, Florida. Our highly trained professionals use the best technology to meet the needs of those who require assistance. Vision Statement To be a leader in our profession and serve as a role model for other emergency medical services agencies and is an organization that people are proud to be associated with.

4. Define Phase • How do we know how we are doing? • Does our service meet the publics expectation’s? • How do we go about measuring this? • Does our current Customer Satisfaction Survey (CSS) collect what we need? • Are we delivering it to the customer in a way to get a response?

5. Define Phase Problem Statement • CSS shows voice of the Organization • CSS has a low response rate • CSS uses a single methodology • CSS does not appear to meet the QI needs of the organization • CSS content and design not representative of DPS/LCEMS intent to exceed customer expectations • Completed CSS forms are not being processed consistently or in a timely fashion • CSS results/responses do not receive consistent follow-up

7. Measure Phase

8. Measure Phase

9. Project Impact Goal: • To define the DPS/LCEMS mission and commitment to exceed customer expectations • To design and implement a CSS process that allows LCEMS to identify exemplary customer service and detect and eliminate detrimental performance and practices

11. Project Scope • In Scope • Customers who were transported to a Lee County hospital • Out of Scope • Refusals, minors, deceased

12. Analyze Phase • Poor return • Font? • Color? • Bill? • No other survey methods currently being used

13. Improve Phase • Voice of the agency • Director of Public Safety • Deputy Director of Public Safety • Deputy Director of Public Safety, EMS • Operations Chief EMS • Quality Improvement/Quality Assurance Manager

14. Improve Phase • Voice of the customer • Other validated, existing customer satisfaction surveys • Multnomah County, OR • Stanislaus County, CA • Further to be determined by focus groups

15. Improve Phase • HIPAA • County Attorney office contacted for review of project material for patient confidentiality issues

16. Improve Phase • Mail Surveys • Face to Face • Focus Groups • Telephone Surveys

17. Improve Phase • Questions rated on a 1-4 scale • 4 being the most desirable rating • 1 being the least desirable rating • Evaluated whether the public recognized who we are • Evaluated whether the hospital destination is customer choice or not; and whether it was explained to them • Determine potential focus group participation

18. Improve Phase • Mail Survey • Improve legibility of questions • Improve formatting of questions • Standardize the responses to facilitate evaluating responses • Added a cover letter (February only) • Additional cost for color • Additional cost for extra page • Should it go out with the BILL

19. Improve PhaseCover Letter

20. Improve Phase Larger font Standard Responses

21. ImprovePhase

22. ImprovePhase

23. Improve Phase - Pilot • Mail Survey • On Going

24. Improve Phase - Pilot • Face to Face • Top 3 questions from mail survey • District Supervisor assistance • Minimum of 2 a day at area hospitals • 44 interviews done

25. Improve Phase - Pilot • Focus groups determined to be difficult to do in pilot (to be used at a later time) • Potential participation to be determined in phone interviews • Use in the control phase

26. Improve Phase - Pilot • Telephone Surveys • Same as mail survey • Contacted all transported patients who were in the project scope

27. Improve Phase - Pilot • Goal of 50 completed telephone surveys • 134 calls were made to get 35 responses • No family member were allowed to answer for the patient • No Minors were allowed to participate

28. Improve Phase Shows number of surveys returned Shows average of responses per question “The emergency service personnel were courteous and respectful throughout my experience”: 1 2 3 4 Strongly Disagree Disagree Agree Strongly disagree Average: 2.92 Show that the response to this question, overall, was between Disagree and Agree

29. Control Phase • To be turned over to Chief Dickerson and Capt. Garcia

30. What we found out 1 - Strongly disagree 2 - Disagree 3 - Agree 4 – Strongly Agree Average 3.5 • Face to Face

31. What we found out • Phone Survey

32. What we found out

33. What we found out 1 2 3 4 Strongly Disagree Disagree Agree Strongly Agree

34. What we found out Very Quick Quick Slow Very Slow Strongly Agree Agree Disagree Strongly Disagree

35. What we found out Very Clean Clean Dirty Very Dirty Strongly Agree Agree Disagree Strongly Disagree

36. What we found out Strongly Agree Agree Disagree Strongly Disagree Strongly Agree Agree Disagree Strongly Disagree

37. What we found out

38. What we found out Very Good Good Fair Poor

39. What we found out

40. Recommendations • Organize focus groups quarterly • Evaluate mail survey • Continue face to face interviews when possible • Continue phone surveys monthly • Consider professional marketing agency • Share results with agency

41. Questions?