On-Demand: What Patients Remember: Measuring (and improving) the Human Side of EMS

For decades, EMS has measured success through operational and clinical metrics such as response times, cardiac arrest survival, protocol compliance, and clinical outcomes. While these measures remain essential, they tell only part of the story. Every patient and family also experiences how care is delivered – through communication, compassion, professionalism, and trust. As healthcare increasingly emphasizes patient-centered care, measuring the patient experience has become an important indicator of quality and organizational performance.

This webinar from the Academy of International Mobile Healthcare Integration (AIMHI) explored why patient experience should be a core performance measure for EMS agencies and how organizations can effectively capture, analyze, and act on patient feedback. Participants learned practical strategies for implementing patient experience surveys, identifying meaningful performance metrics, and using the results to improve care, strengthen community confidence, enhance employee engagement, and demonstrate the value of EMS to patients, healthcare partners, and policymakers.

Click here to access a recording of the webinar.

Click here to access the handout from the webinar.