Words That Describe Us: Volume 34

Aetna Ambulance Service, Inc. - Ambulance Service of Manchester, LLC.MANCHESTER and HARTFORD — Aetna Ambulance and ASM send Patient and Customer Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies.

The final question in the survey asks “Do you have any suggestions on how we can improve our service?” And, “Please use one word to describe us.”

Some of the answers/responses included:

  • I can’t stress enough how great the ambulance crew was. (14-71121; A. Harkins, A. Ordway).
  • Great service.
  • Superb!
  • Efficient.
  • Caring x 2.
  • Satisfactory in all respects.
  • Skilled, efficient, kind, pleasant. (14-56850; G. Geres, K. King).
  • Careful and gentle.
  • Very professional.
  • Polite and concerned.
  • Caring and efficient. There was a student with the crew. She was introduced and I was asked if it was okay for her to participate in my care. Teaching was conducted [in a] professional manner. (14-51632; C. Chasse, N. Chasse).
  • Highly skilled.
  • Crew acted professionally.
  • Staff was very professional.
  • Professional; empathetic
  • Very good – I have had their services several times!
  • Professional & caring
  • Excellent, very caring and professional.
  • Excellent, knowledgeable, professional. Great crew, great service. (14-60309; V. Maston, N. Raiola).
  • Professional x 4.
  • Caring x 2.
  • Very good.
  • The whole crew [was] very pleasant and helpful. Thanks.
  • Excellent + Professional + knowledgeable. Very well done. (14-61341; R. Buechele, M. Holt responding with Manchester Fire Rescue EMS).
  • Very professional.
  • Comforting.
  • Outstanding.
  • Kind and excellent.
  • Very good.
  • Very comforting.
  • Professional x 13.

Words That Describe Us: Volume 33

Aetna Ambulance Service, Inc. - Ambulance Service of Manchester, LLC.MANCHESTER and HARTFORD — Aetna Ambulance and ASM send Patient and Customer Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies.

The final question in the survey asks “Do you have any suggestions on how we can improve our service?” And, “Please use one word to describe us.”

Some of the answers/responses included:

  • Excellent.
  • Very professional.
  • Very professional. I’ve not had to use this type of service before so I’ve nothing to compare. However, I was beyond impressed when an IV can be put in without almost noticing it!
  • Compassionate professionals.
  • Outstanding people.
  • Great.
  • Very quick, efficient, pleasant. Made me relieved to be in good care. Lady who did my EKG etc was very efficient and I believe caught the problem that before had not been [caught]. (14-54068; R. Buechele, M. Sparks, C. Judge).
  • Caring and good at explaining what was going on. (14-54065; R. Balkun, D. Rice).
  • Professional x 3.
  • Dedicated, professional and knowledgeable. (14-53413; C. Ferguson, P. Kelley).
  • Excellent service! The ambulance rides like a truck and is uncomfortable. Very bumpy ride.
  • Professional. Thank you.
  • Very good.
  • Efficient. The EMTs had a tough job with me – I had a broken shoulder, they had to get me out of a tiny bathroom without further injury or pain and I think did an excellent overall job. (14-16235; M. Levasseur, R. Bilodeau).
  • Very caring, concerned and skilled. I felt totally helped and saved by the whole team that arrived. I don’t know what I would have done without them. (14-51246; J. Bush, D. Tedeschi responding with East Hartford Fire Department).
  • Excellent.
  • Outstanding job!
  • Nice to me.
  • Caring  Compassionate
  • The ambulance crew was excellent. (14-58696; R. O’Neil, S. Boutot).
  • Efficient, professional and friendly in a scary situation. (14-59545; M. Levasseur, R. Anderson with Manchester Fire Rescue EMS).
  • Dedicated, hard working, caring people. Especially Michael (handlebar mustache), a credit to your organization (presumably from East Hartford Fire Department) (14-60280; J. Bak, P. Kelley with East Hartford Fire Department).

High Praise for ASM’s Josh Traber and Tracy Luetjen

Ambulance Service of Manchester: Josh Traber

ASM’s Josh Traber

MANCHESTER — On August 10, 2014 ASM’s Josh Traber and Tracy Luetjen responded to a 911 call in one of the towns that ASM serves. One to two weeks after the transport the patient was randomly selected to receive a Patient Satisfaction Report.

The patient marked Strongly Agree for all 15 categories answered within the survey. When asked to use or word or phrase to describe the crew the patient wrote: Professional competent Life Savers!

The patient went on to write, “I credit the entire team from ASM with saving my life. I especially thank Josh for staying in command with a calm effective professional demeanor. I appreciate that he listened carefully to me and took action to east my discomfort. He kept me informed all the way through even though to most people it may have appeared that I was losing the ability to communicate due to the pain. My diagnosis was life threatening and I am thankful every minute for all the team did to get me to the emergency room quickly and safely.”

ASM's Tracy Luetjen

ASM’s Tracy Luetjen

The patient went on to say that in triage, “Tracy remained calm and was able to help keep me focused. By having a simple conversation I flet like he cared and he kept me from “panic mode.” I am grateful to be alive! Thank you Josh, thank you Tracy!”

-14-69358 (Information appears with permission).

Words That Describe Us: Volume 32

Aetna Ambulance Service, Inc. - Ambulance Service of Manchester, LLC.MANCHESTER and HARTFORD — Aetna Ambulance and ASM send Patient and Customer Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies.

The final question in the survey asks “Do you have any suggestions on how we can improve our service?” And, “Please use one word to describe us.”

Some of the answers/responses included:

  • Professional, courteous, considerate, caring and human! (14-44049; S. Crittenden, M. Khan).
  • Awesome.
  • Professional & very pleasant.
  • Caring x 2.
  • Reassuring.
  • Compassionate.
  • Efficient.
  • Very caring. All 4 of the responders were calm, kind and so helpful. My son was in great hands as the patient as were my daughter and I also.
  • The crew was professional and very calming. (14-47322; M. Buerk, J. Krajewski responding with Manchester Fire Rescue EMS).
  • Very professional x 2.
  • Compassionate and efficient. Well trained. (14-47200; E. Sheils, D. Pozniak).
  • Highly professional – They saved my life. Thank you! (14-48389; M. Osborne, M. Sparks).
  • Prompt, professional, courteous (14-63998; M. Osborne, S. Parent).
  • The ambulance staff were very helpful and kind. Thank you! (14-47902; G. Desrosier, M. Sparks).
  • EMT very professional.
  • Caring, professional.
  • Excellent, knowledgeable, professional (14-65434; R. Bilodeau, R. Fross).
  • I was very impressed with the whole crew! I had fallen and couldn’t have got up by myself (14-65831; T. Oliver, T. Luetjen).
  • As good as it gets. (14-66424; R. O’Neil, J. Rasmussen, H. Carl).
  • Professional and pleasant. (14-65995; A. Ordway).
  • Amazing. We always use and trust ASM. Very compassionate. (14-65191; D. Slomcinsky, B. Langan).
  • Competent.
  • Very professional and caring! (14-57104; T. Marshall and B. Langan with Coventry Volunteer Fire Association).
  • Qualified.
  • The services were excellent and professional. (14-66112; D. Noyes, T. Whalen).
  • Very caring and professional. (14-66749; M. Pacheco, J. McKenna).

Words That Describe Us: Volume 31

Aetna Ambulance Service, Inc. - Ambulance Service of Manchester, LLC.MANCHESTER and HARTFORD — Aetna Ambulance and ASM send Patient and Customer Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies.

The final question in the survey asks “Do you have any suggestions on how we can improve our service?” And, “Please use one word to describe us.”

Some of the answers/responses included:

  • Professional and caring. I have to commend the EMTs for their efforts and concern. (14-54475; T. Whalen, D. Noyes).
  • Team co-coordination and care – excellent and reassuring to both patient and family (14-53604; K. Baker, K. Beaulieu with Manchester Fire Rescue EMS).
  • Very helpful during a very difficult time + caring. You have a excellent staff! Thank you. (14-53200; M. Traber, M. Sparks).
  • As a complex medical patient I can be very difficult to treat. The entire crew showed tremendous cooperation and communication in my care and treatment. ie. the driver stopped for the EKG and the “stick” was coordinated with a stop light. What the crew did not realize was their patient is a firefighter, combat life saver and soon to be retired military soldier. I do not easily impress and the care and professionalism of your entire crew regardless of role, reflects great credit upon them and your organization. Please share this strong commendation with the crew. (14-40971; T. Allbee, C. Haag responding with Manchester Fire Rescue EMS).
  • “Praise” The EMT/Paramedics were understanding of the situation, provided immediate evaluation of medical requirements and offered medical assistance with professionalism while maintaining the comfort and dignity of my husband. Thank you for being there. (14-52651; T. Allbee, H. Marshall).
  • Really professional and calming. (14-51518; A. Fine, D. Hammett).
  • As I expect it to be (professional at all times).
  • Professional. Your team couldn’t have been better! Thank you. (14-43920; M. Carter, M. Flynn).
  • Excellent x 3.
  • Professional/well prepared. (14-60160; H. Jolly, A. Harkins).
  • Ambulance crew [was] very skilled and pleasant. (14-40966; R. Buechele, H. Marshall).
  • [R. Buechele] quickly figured out what would work with my daughter to slow down her breathing. (14-58100).
  • Very good.
  • Wonderful, professional.
  • Comfortable ride + competent crew.
  • AWESOME!!!! (14-56665; R. Balkun, M. Hoyt).
  • Professional x 5.

Words That Describe Us: Volume 30

Aetna Ambulance Service, Inc. - Ambulance Service of Manchester, LLC.MANCHESTER and HARTFORD — Aetna Ambulance and ASM send Patient and Customer Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies.

The final question in the survey asks “Do you have any suggestions on how we can improve our service?” And, “Please use one word to describe us.”

Some of the answers/responses included:

  • Excellent response and care.
  • Excellent care giving service!
  • Awesome.
  • Doing a good job.
  • God bless the [EMS Providers] that picked her up. She’s recovering at [Skilled nursing facility]. Thank you all and regards. (14-34124; D. White, R. Fross).
  • Everyone was very concerned and caring of our needs. Thank you.
  • Friendly and knowledgeable.
  • Very good.
  • The skill and care of the paramedics was exceptional (14-40407; A. Fine, J. Truebig).
  • Good service.
  • Fabulous.
  • Kind
  • Excellent x 2.
  • Fantastic, Professional, Caring and Experienced. Thank you so much. (14-40987: T. Oliver, D. Tedeschi).
  • Outstanding service.
  •  Comfortable – Most conscientious crew. All went well, arrived promptly and taken good care of at Hartford Hospital. (14-42583: R. McConville, H. DiGirolamo).
  • Highly professional service by caring personnel. (14-42703: D. Slomcinsky, R. Fraley).
  • A job well done. I thought my glasses were broken on the floor. Someone must have picked them up, fixed them and cleaned them. To whoever did this, thank you. (14-39836: S. Allen, M. Tuttle).
  • Very kind. Made my 4 year old son feel at east and comfortable. (14-41319; J. Bak, R. Fross).
  • Very professional.
  • On a scale of 1 to 10 they get a 10. (14-43155; R. Leslie, J. Rasmussen responding with Somers Fire Department ambulance.

Words That Describe Us: Volume 29

Aetna Ambulance Service, Inc. - Ambulance Service of Manchester, LLC.MANCHESTER and HARTFORD — Aetna Ambulance and ASM send Patient and Customer Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies.

The final question in the survey asks “Do you have any suggestions on how we can improve our service?” And, “Please use one word to describe us.”

Some of the answers/responses included:

  • A blessing to all of us. Thanks for helping me get better. (14-49735; T. Houle, A. Pardi responding with East Hartford Fire Department).
  • Professional, courteous and very caring (14-47975; S. Finnigan, C. Quezada).
  • Professionals – Thank you.
  • Knowledgeable/caring.
  • Great.
  • Very well handled.
  • Comforting.
  • Kind.
  • They were very caring and professional. (14-49646; C. Lemire, K. Baker responding with Manchester Fire Rescue EMS).
  • I couldn’t ask for more. (14-51283; S. Thompson, J. Truebig).
  • Reassuring.
  • OK.
  • Professional and caring.
  • Well mannered and professional. (14-51715; R. Leslie, C. LaChance).
  • Good.
  • Professional, courteous.
  • G. Geres took great care of my son and put him at ease! Thank you! (14-42088; G. Geres, R. Bilodeau).
  • Very professional.
  • Very good at what they do.
  • Very friendly.
  • “Lifesaving”
  • Life saving.
  • Capable, Considerate and Professional (14-52610; R. O’Neil, N. Raiola).

“The crew was professional and caring”

Aetna Wallpaper 2

“The crew was professional and caring” read the initial Patient Satisfaction Survey. The patient’s wife went much further, writing the following letter about her husband’s long distance ambulance transport:

We were very thankful that we had chosen Aetna Ambulance for my husband Dave’s transport from Hartford, CT to Mercy Hospital of Buffalo, NY. Joan set up the transport and answered all of our questions. She was most helpful and described exactly what we could expect for transport and arrival at our destination.

The ambulance crew arrived on time at my husband’s room. They carefully prepared him for transport and rolled [the stretcher down] to the ambulance. They made sure they had all his personal belongings and they also took wonderful care of me and our son. I rode in the ambulance and my son drove to Buffalo. Donna made sure he was comfortable for our trip. Melissa and Tom took over driving duties. They were excellent drivers and were very caring about Dave’s comfort.

Throughout the drive Donna talked to Dave and took care of all his needs. The trip was uneventful. The arrival at the hospital was smooth and Dave was delivered to the MRU floor of the hospital. Donna, Tom and Melissa could not have been nice to us or more caring to Dave, our son and me during our journey from Hartford, CT to Buffalo, NY.

Thank you.

Please give our thanks to Donna, Melissa and Tom and tell them that Dave is out of the hospital rehab and will be taking outpatient rehab. He is so improved and they were part of the process to bring him back to his recovered self.

(14-55717. Information above appears with patient permission)

Words That Describe Us: Volume 28

Aetna Ambulance Service, Inc. - Ambulance Service of Manchester, LLC.MANCHESTER and HARTFORD — Aetna Ambulance and ASM send Patient and Customer Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies.

The final question in the survey asks “Do you have any suggestions on how we can improve our service?” And, “Please use one word to describe us.”

Some of the answers/responses included:

  • Although I was in pain, the crew was wonderful.
  • Quick, skilled, worked great as a team. Eased my fears significantly. Knew I was in good hands. (14-44836; J. Bak, M. Khan and Town of Manchester Fire-Rescue-EMS).
  • Wonderful, relaxed, professional. My dad, almost two weeks later, is still exclaim(ing) how kind and patient the EMTs were (14-45500; K. Russell, C. Haag).
  • Great care.
  • Comforting, professional, helpful.
  • Professional and skilled.
  • Very professional and knowledgeable (14-42673; J. Traber, T. Oliver).
  • Friendly.
  • Very professional!
  • They did a great job.
  • They are great!
  • EMT very understanding (14-44156; J. Rasmussen).
  •  Compassionate and caring.
  • Very professional service.
  • Professional and caring.
  • Wonderful.
  • I felt safe.
  • Very professional and courteous.
  • Pass along how great the crew was on this trip. Both crew members kept the environment calm and soothing even though it was a substantial injury. (14-45791; S. Gregg, N. Raiola).
  • Very good, very professional. If it wasn’t for you guys I would not be here today!!! I’m sure of that!!! (14-45129; S. Crittenden, M. Makulis).
  • Outstanding!! Thank you (crew members)!! (14-47799; D. Kemp, A. Kramer).

Words That Describe Us: Volume 27

Aetna Ambulance Service, Inc. - Ambulance Service of Manchester, LLC.MANCHESTER and HARTFORD — Aetna Ambulance and ASM send Patient and Customer Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies.

The final question in the survey asks “Do you have any suggestions on how we can improve our service?” And, “Please use one word to describe us.”

Some of the answers/responses included:

  • Top shelf.
  • Very professional and compassionate.
  • Excellent!
  • Professionals.
  • Professional. They got me there alive!
  • Very professional. The staff is without a doubt, top notch.
  • Exceptional.
  • Caring.
  • Very professional, very kind, sympathetic. They did their very best at keeping my anxiety level down. They did a great job. This was my first call for help in this nature and I can’t say enough on how well I was treated. Thank you so much. (14-38217; B. Mathiau, J. Bush).
  • Caring and efficient.
  • Outstanding!
  • Caring.
  • Excellent. They were very professional. Couldn’t have been better. (14-38987; R. Fraley, R. Leslie).
  • Personable and very knowledgeable.
  • Ok.
  • Great.
  • The [EMS Providers] were knowledgeable, good communicators, kind and professional. It was a positive experience for a difficult situation. (14-39676; M. Levasseur, R. Fross responding with Coventry Volunteer Fire Association).
  • Very caring, knowledgeable and professional.
  • Wonderful!
  • Efficient, kind. Thank you so much for your help…Thanks to you, I’m on my way to a satisfactory recovery.
  • Very professional.

Words That Describe Us: Volume 26

Aetna Ambulance Service, Inc. - Ambulance Service of Manchester, LLC.MANCHESTER and HARTFORD — Aetna Ambulance and ASM send Patient and Customer Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies.

The final question in the survey asks “Do you have any suggestions on how we can improve our service?” And, “Please use one word to describe us.”

Some of the answers/responses included:

  • Service was excellent!
  • Professional and compassionate.
  • Great service!
  • Very good x 2.
  • Professional and caring x 2.
  • Helpful and professional.
  • Excellent. Very, very good.
  • Comforting.
  • Skilled. Attendants very courteous and professional! (14-31622; D. Noyes, T. Whalen).
  • Efficient.
  • Very good.
  • Very personable and made me feel at ease. I wish I knew their names, but they provided excellent service. They made me feel very comfortable. They are great employees. (14-32476; K. Caldwell, M. Hoyt).
  • I felt they were very concerned with my well-being.
  • Caring and professional x 2.
  • Very professional x 2.
  • Very caring – Very professional.
  • Dependable.
  • Exceptional professionals.
  • The Best.
  • Professional – Efficient
  • Good medical care.
  • Good service.
  • Very caring and informative.
  • Professional, skilled, prompt, knowledgeable.
  • Life saving.

Words That Describe Us: Volume 25

Aetna Ambulance Service, Inc. - Ambulance Service of Manchester, LLC.MANCHESTER and HARTFORD — Aetna Ambulance and ASM send Patient and Customer Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies.

The final question in the survey asks “Do you have any suggestions on how we can improve our service?” And, “Please use one word to describe us.”

Some of the answers/responses included:

  • The EMT’s were great, but I hope I never need your services. Thank you for your prompt service, professional care, concern, kindness and humor. (14-39662; J. Pasquale, S. Whalen).
  • Excellent services and personnel.
  • Considerate.
  • Caring and knowledgeable.
  • Very caring.
  • Professional and knowledgeable.
  • Excellent service.
  • Well trained.
  • Great.
  • First class.
  • Thoughtful, efficient.
  • Quick response to 911 call.
  • Friendly, professional, caring. Thank to all of those who took care of me! (drew a heart) (14-20568; L. Mazzoni, D. Rice).
  • Excellent, professional service.
  • Everyone and everything was perfect (14-25136; M. Campbell, R. Gonska).
  • Excellent service.
  • Calm, caring.
  • R. and K. we’re both great! (14-27862; R. McConville, K. King).
  • You guys were the best!
  • Kind
  • A-O-K.
  • Prompt, excellent service.
  • Comforting, easing anxiety, courteous. [Patient] had a stroke 15 years ago and can’t talk and was very upset when he could not breathe. EMT relaxed him and helped him immediately and treated me with respect and calmed my fears. Thank you for your services. (14-31597; A. Fine, J. Rassmussen).

High Praise for ASM’s John Bonneau and Drew Hedberg

Satisfaction SurveyMANCHESTER — On May 13, 2014 ASM’s John Bonneau and Drew Hedberg responded alongside Manchester’s Eight District Fire Department for a 911 call. One to two weeks after the transport the patient was randomly selected to receive a Patient Satisfaction Report.

When asked to use or word or phrase to describe the crew the patient wrote: “Wonderful. Did their job well.”

She went on to write, “Your ASM team were wonderful, professional and caring. I was crying much of the time off and on from the onset to being in the hospital. The EMT with me was extra special. He made me comfortable, asked necessary questions in a most caring way, even asked me how my Mother’s Day was and told me about his. I highly recommend you company. ASM was represented by your team in a most positive way.”

-14-41167

Another Survey Response for Aetna’s Matt Campbell and Kevin Mathiau

Campbell and Mathiau 2HARTFORD — On March 26, 2014 Aetna Ambulance’s Matt Campbell and Kevin Mathiau once again responded to a motor vehicle accident in Wethersfield, a scenario which landed them high praise in a survey in February. Some have begun to believe the two carry blank surveys on their person.

In this case, within two weeks the patient was randomly selected to receive a Patient Satisfaction Survey. The patient sent back a response with all clinical care boxes marked Agree or Strongly Agree and the following narrative:

Please use a word to describe us: “Competent, caring, professional, compassionate.”

“The person who cared for me, Matt, was exemplary. He was very caring and paid attention to my concerns and addressed them. He put my mind at ease in a situation that was tenuous. Being a nurse and knowing what could be happening to me made me very frightened and he made me feel like I could trust him and know it was ok. I hope he sees this and I hope he gets lauded for what he does. I know if did this for me he does this for others. And I know its hard to care for people in the medical profession. I hope I can thank him personally some day.”

-14-25907

Words That Describe Us: Volume 24

Aetna Ambulance Service, Inc. - Ambulance Service of Manchester, LLC.MANCHESTER and HARTFORD — Aetna Ambulance and ASM send Patient and Customer Satisfaction Surveys to a random sampling of patients who have received emergency or STAT inter-facility services from our companies.

The final question in the survey asks “Do you have any suggestions on how we can improve our service?” And, “Please use one word to describe us.”

Some of the answers/responses included:

  • Professional, competent, respectful.
  • Prompt.
  • Excellent service and care.
  • Professional x 15.
  • Good.
  • Excellent. Thank you for your assistance.
  • Considerate and caring.
  • Thanks.
  • Mr. Pacheco was excellent!
  • Competent and caring.
  • Good job.
  • Caring and compassionate.
  • Very professional.
  • Fantastic and professional
  • Very good.
  • Excellent x 7.
  • Excellent care and concern.
  • Awesome.
  • Efficient. Offer alternative to ER; perhaps an urgent care center.
  • Caring.
  • Professional, knowledgeable and caring. All the [EMS Providers] I have dealt with have been very helpful and eased my anxiety. Great job! (14-20949; T. Luetjen, J. Traber).
  • Fantastic!!
  • Good care.
  • Professional and kind.
  • Very friendly.
  • Very professional x 4.