City of Austin Performance Report 2016-17

City of Austin Emergency Medical Services Performance

Austin-Travis County EMS Field Operations are the front-line men and women of the organization dedicated to delivering the highest level of pre-hospital medical care to the citizens of Austin and Travis County. Our Department’s service area covers 1,043 square miles including the City of Austin and Travis County as well as parts of Hays and Williamson Counties. Emergency Response includes our Special Operations Rescue Teams who are trained in a variety of rescue specialties and tactical emergencies including; swift water, high angle, hazardous materials/WMD response, wilderness search and rescue, and confined space operations. The team responds to emergencies locally, regionally, and nationally as needed.
Percentage of patients in cardiac arrest from cardiac causes delivered to an appropriate medical facility within a return to circulation
Percent of EMS Communication Center calls processed within 90 seconds
In FY 2015-16 and FY 2016-17, ATCEMS consistently met or exceeded the 30% goal of delivering patients in cardiac arrest to a medical facility and returning them to circulation. 
In FY 2016-17, ATCEMS did not meet the goal of 90% of incoming calls to the EMS Communication Center processed within 90 seconds.

Percent of Patients who are Satisfied or Very Satisfied with EMS Customer Service

A department survey is conducted to assess the quality of customer service provided to each patient. Patients transported by ambulance to the hospital with medical emergency and are randomly selected to participate in the survey.
Calculation Methods
The survey uses a Likert scale of 1 to 5, with 5 being very satisfied and 1 being very unsatisfied. At the end of the calendar month, the number of participants who selected 5-very satisfied and 4-satisfied for customer service are totaled and divided by the total number of responses to determine the percentage that were satisfied or very satisfied with EMS customer service.
FY 2016-17 Results
In FY 2016-17, 98.65% of patients were satisfied or very satisfied with EMS customer service, which is 3.65% better than the target of 95%.
Assessment of Results
Austin/Travis County Emergency Medical Services (ATCEMS) strives to provide excellent patient care and customer service to the community. The measure results provide management with patient feedback on the quality of customer service provided by field staff. In FY 2016-17, the performance was better than the established target for this measure.  Note: The customer service survey was new in FY 2014-15, therefore no prior year data is available.
Next Steps
ATCEMS will continue to prioritize customer service in the field. ATCEMS will utilize the customer satisfaction survey results as learning opportunities in the design of customer service trainings.
Contact Information
For more information contact Jasper Brown, Chief of Staff, at (512) 972-7201.