At MedStar, we believe in putting the patient at the heart of everything we do, this includes not only the CLINICAL care we deliver, but also the patient’s EXPERIENCE with our communications, field and business office team members. Hospitals, physicians, skilled nursing and home health agencies are required by the federal government to assess and report their patient experience scores using an external agency approved by the Centers for Medicare and Medicaid Services (CMS) and a process that eliminates the perception of bias in any way.
As a mobile healthcare provider, MedStar is one of only 155 EMS agencies in the country that believe we should hold ourselves accountable for patient experience the same way the rest of the healthcare system does – using an outside agency and pure data collection methods. These innovative agencies have chosen to use the EMS Survey Team (EMSST) and follow the same process as the rest of the healthcare system. Monthly, MedStar uploads all our emergency patient data for that month to a secure EMSST server. The EMSST then uses a computer algorithm to select a representative sample of patients to contact and conduct a patient experience survey.