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Complaints against an EMS system.

Christopher B Colwell1, Peter T Pons, Randy Pi

  • 1Department of Emergency Medicine, Denver Health Medical Center, Denver, Colorado 80204, USA.

The Journal of Emergency Medicine
|December 5, 2003
PubMed
Summary
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Complaints against Emergency Medical Services (EMS) often stem from patient interactions, focusing on rude behavior and technical skills. Identifying these issues helps improve EMS quality and customer service.

Area of Science:

  • Emergency Medicine
  • Healthcare Quality Improvement
  • Public Health

Background:

  • Complaints against Emergency Medical Services (EMS) pose significant challenges to prehospital care delivery.
  • Addressing these complaints is crucial for enhancing patient satisfaction and operational efficiency.

Purpose of the Study:

  • To identify the primary sources and nature of complaints lodged against an urban EMS agency.
  • To guide targeted quality improvement and customer service initiatives within EMS.

Main Methods:

  • A retrospective review of all complaints filed against a busy urban EMS agency over a six-year period.
  • Complaints were categorized by originator, nature, season, and year.

Main Results:

Related Experiment Videos

  • A total of 286 complaints were analyzed, averaging 48 per year.
  • Patients (53%) were the most frequent complainants, followed by medical personnel (19%).
  • Key complaint categories included rude behavior (23%), technical skills (20%), transport issues (18%), and loss of belongings (13%).

    • Conclusions:

    • Understanding complaint origins and types is vital for focused quality and performance improvement.
    • Targeted interventions in customer service and risk management can address key areas of patient and public dissatisfaction with EMS.