STAFF REPORT
January 25, 2000
To: Community Services Committee
From: Barry H. Gutteridge, Commissioner, Works and Emergency Services
Subject: Emergency Medical Services System and Patient Satisfaction Survey
Purpose:
The purpose of this report is to provide Council with a summary of the results of a comprehensive emergency medical
services system and patient satisfaction survey conducted for Toronto Ambulance by North Star Research.
Financial Implications and Impact Statement:
There are no financial implications associated with this report.
Recommendations:
It is recommended that:
The survey results be received for information.
Background:
One aspect of determining system and service effectiveness is to survey both the general population and direct users of the
service through valid research methods. In December of 1999, Toronto Ambulance, in conjunction with Support Services
of the Works and Emergency Services, secured the services of North Star Research to conduct a comprehensive survey to
determine how the general population and users of Toronto Ambulance perceived the level of service provided by Toronto
Ambulance within the City of Toronto. The survey covered a number of areas including:
q users of the service
q general knowledge of the service
q attitudes
q quality of care
q name, preference
q experience with 911
q experience with the Toronto Ambulance dispatch system
q satisfaction of institutional users
q quality of service provided.
The results of the survey indicated a high degree of satisfaction in all areas and, more importantly, a strong indication that
the Ambulance Service is meeting the expectations of the general population. A presentation of the full results of the
survey in the form of a executive summary will be provided to the Community Services Committee at its scheduled
meeting on February 10, 2000.
Conclusions:
The results of the survey will have an impact on determining the future direction of Toronto Ambulance with respect to
providing service to the public. In addition, the survey provides valuable information that can be used for benchmarking
service quality and performance. It is important to note that the survey assessed the effectiveness of the direct service
provider, inclusive of paramedics, dispatchers, support and management staff. The conclusion of the survey acknowledges
that the emergency medical services system in the City of Toronto is meeting expectations of the general population and,
further, that the users of the system are more than satisfied with the competence and level of service provided.
Contact:
Elizabeth Glibbery, Manager, Quality Service Review
Phone: 392-4961
Fax: 392-2115
Ronald L. Kelusky
General Manager, Toronto Ambulance Services
Barry H. Gutteridge
Commissioner, Works and Emergency Services
RLK/sm
