Essential Performance Results
In 2008, the American Ambulance Association issued a best practices white-paper entitled EMS Structured for Quality. The paper was intended as a guide for “those who want to achieve the balance between quality and cost factors, while earning the satisfaction of patients, taxpayers, elected officials, ambulance service managers, employees, and other customers.”
The white paper identified four Essential Performance Results for high performance emergency ambulance services:
- Clinical Excellence.
- Response-time Reliability
- Economic Efficiency.
- Customer Satisfaction.
The next four volumes will describe how Aetna and ASM match up to and use these results to succeed and thrive.