In the EMS field, the emergency medical services that we provide are very critical. The main thing that you should know as you serve in this professional field is that the customer is always right. It is not right to always assume that you, being a professional, is in control of the situation. The patient, having lost control because of the grim state of the situation in which they are, are no longer in control of what happens to them. This situation makes them anxious and afraid. We as emergency providers ought to respect that. The customers have a right to choose the agency they want for their medical services. However, there are situations in which the emergency they are in does give them a chance to do that. In such a case, we ought to treat the customers with respect and provide them with the best services that we can give. This way, they will feel good, and because of their positive experience, the feedback they will give to their friends, families, and community at large will be good that that will paint a positive picture of the agency in which we serve. The positive feedback will result in more customers desiring to benefit from our health services. The overall impression of our professional status will be advantageous to us in that it will eliminate any competition from other competitors in the same EMS field.
Following up on customer issues is very important in the EMS field. The main reason for this is that this process ensures that the patient gets the proper treatment and quick recovery that they deserve. It also ensures that any arising issues or complaints are properly evaluated and the necessary steps are taken to solve them. When solved, the customer or family members will feel appreciated and valued, and they will be satisfied with the agency’s services. They will then spread a positive report to their neighbors and friends, and the agency will profit from good and positive marketing. One way to follow up well on patients is through good communication. Making clear communications ensures that the paramedics understand the situation they are handling from a customer's point of view. A good follow up also sees to it that any misunderstanding that may have arisen is taken care of well and an understanding reached between the patients, their families and the paramedics in charge of the situation. As a medical personnel handling emergency medicals services, one ought to be very sensitive to their patient’s needs and be ready to respond to them well and quickly. The other method of following up on the needs of a customer is by being emphatic and technically competent as well as writing accurate reports. This way, any information about the health state of the patient can be clearly understood and communicated well to the people involved like families and friends. The other method of customer service is the provision of customer-centered, accountable responses to the need that has arisen.
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Customer service equals excellence in the EMS aspects of our jobs. Being excellent will result in a positive outcome for the agency and the emergency response personnel. To ensure continued implementation of the proper customer service within the EMS filed, I will use my authority as the chief emergency customer service officer to ensure that the paramedics serving under me are well trained and have the necessary equipment they need to provide good quality services ( Dominguez, 2016). I will also see to it that proper relations are established between our customers and the agency. I will coordinate the carrying out of regular performance tests to ensure that the medical personnel that I oversee are doing their best and taking care of the customers well. These performance tests will keep the emergency officers focused on their jobs and goals. Regularly rewarding dedicated and committed officers will go a long way in motivating them to do better in their customer service.
As a customer, it is important to cooperate with emergency medical officers. This way, they can be able to treat the patients well and have room to intervene in an emergency. If there is some misunderstanding as in Mr. Jones’ case, it is important to seek clarity from the officers responsible or the supervisors. Clarity of the matter can then be provided without increasing the already existing tension and fear that a patient is experiencing. Threatening to sue the agency without first understanding what took place is not a correct move since it will only lead to more misunderstandings. It is always good that customers respect emergency officers and be patient while their questions are being answered and clarity provided ( Vogus & McClelland, 2016).
References
Dominguez, O. J., Jr. (2016). EMS supervisor: Principles and practice. Burlington, MA: Jones & Bartlett Learning.
Vogus, T. J., & McClelland, L. E. (2016). When the customer is the patient: Lessons from healthcare research on patient satisfaction and service quality ratings. Human Resource Management Review, 26(1), 37-49.
