HomeMy WebLinkAboutStaff Report 8118
City of Palo Alto (ID # 8118)
City Council Staff Report
Report Type: Informational Report Meeting Date: 5/22/2017
City of Palo Alto Page 1
Summary Title: PAFD Performance Report FY17 Q3
Title: Palo Alto Fire Department Quarterly Performance Report for the Third
Quarter Fiscal Year 2017
From: City Manager
Lead Department: Fire
Recommendation
Staff recommends the City Council review the Palo Alto Fire Department Quarterly
Performance Report for the Third Quarter of Fiscal Year 2017.
Background and Discussion
In Fiscal Year 2015 the Palo Alto Fire Department (PAFD) identified performance
reporting as a key initiative, and began reporting on key performance measures
quarterly.
The report provides overall calls for service information, as well as more detailed
information on the key service areas, including Emergency Medical Services, Fire
Suppression, Rescue and Hazardous Materials Response, and Fire Prevention. The
report also provides information on mutual and automatic aid with our regional public
safety partners and internal workforce planning efforts.
Performance measures include the following:
Calls for Service: This data provides information on the final outcome of all
emergency response calls. The data is tracked in the Fire Department’s Record
Management System, and uses standardized call type codes, which are defined
by the National Fire Incident Reporting System (NFIRS). The report includes
overall call volume by primary category, and a detailed listing of call type in the
service type sections.
Response Times: This aspect measures the time it takes from an emergency call
or request for response being created in the dispatch center to the arrival of
resources to the scene of the emergency. This information is tracked in the
City of Palo Alto Page 2
Computer Aided Dispatch (CAD) System, and the performance goals, or service
levels, are set by Council in accordance with county and national standards.
Ambulance Transports: The report provides the number of ambulatory transports
to hospitals or other medical care facilities, and the proportion of Emergency
Medical Calls that included transports. This information is tracked in the Fire
Department’s Emergency Medical Record Management System.
Fire Containment: This measures the proportion of building and structure fires
that are contained to the area or room of origin within Palo Alto and Stanford
Campus.
Mutual and Automatic Aid: This includes the number and proportion of all
incidents in which the PAFD provided aid to neighboring communities, as well as
the aid received from neighboring Fire Departments. This information is tracked
in the CAD System.
Permits: This provides the count of facility, electric vehicle, and solar permits
issued by the Fire Prevention Bureau. This information is currently tracked in the
Development Center’s Records Management System.
Inspections: A count of the total number of Hazardous Materials and State
Mandated inspections is provided. In addition, an estimated number of
inspections to be completed for the year is also provided to assess overall
workload performance to date.
Fire and Life Safety Plans Reviewed: This provides a total count of all plans
reviewed, as well as the proportion of plans that were reviewed within the time
guidelines.
Vacancies and Off-Line Employees: This section provides the total number of
budgeted full-time equivalent line personnel, current vacancies, and employees
that are off line from workers compensation or light duty. This information is
obtained from the Fire Department’s Staffing and Scheduling System (TeleStaff),
as well as the City’s Personnel Management System.
Succession Planning Metrics: This provides the number and proportion of line
personnel that are eligible to retire, or will be eligible within the next five years.
This information is tracked in the City’s Personnel Management System. This
report also provides the total number of hours line personnel have spent in an
acting capacity. Personnel serving in an acting capacity are a key component of
the Department’s overall succession planning efforts. Acting capacity allows
junior officers to learn the responsibilities of higher ranks with guidance from
senior officers. This information is tracked in TeleStaff.
City of Palo Alto Page 3
Training hours: The total number of training hours completed by all line
personnel is provided, as well as the average number of hours per each line
personnel on staff. This information is tracked in the Fire Department’s Record
Management System. Local, State and Federal mandates require fire personnel
to train a minimum of 20 hours per month.
Attachments:
ATTACHMENT A: Coverletter Draft FY17Q3
ATTACHMENT B: FY17Q3 Report FINAL
ATTACHMENT C: Thank You Letters
ATTACHMENT D: EMS Customer Survey
P.O Box 10250
Palo Alto, CA 94303
650.329.2184
650.327.6951 fax
City of Palo Alto
Fire Department
Honorable Councilmembers,
I am pleased to provide the third quarterly Performance Report of Fiscal Year 2017. This quarter we
continue to see an increase in our overall call volume, particularly for Emergency Medical Service Calls.
This increase is primarily seen for Emergency Medical Service (EMS) Calls that do not require transport.
This is the first quarter that the proportion of transports dipped below seventy percent (70%), with
transports representing sixty-four percent (64%) of all EMS calls. The Department incurs expenses
associated with treating patients but only recovers costs when patients are transported to a hospital.
The Department is exploring revenue-generating options for these treat and non-transport patients.
While the number of fires decreased in the quarter, the severity of the fires increased and are important
to note. The fires occurred on successive days and four of the fires exceeded the capacity of the Palo
Alto Fire Department’s on-duty staffing of 27 personnel. One fire, the three-alarm structure fire and
hazardous materials incident at the Stanford Medical School, required an effective response force of 61
personnel.
This quarter also marked a milestone in the number of employees eligible to retire in the near future.
Half of the entire line personnel (51%) is now eligible to retire in within the next five years. Twenty
seven employees are currently eligible to retire. The Department is preparing for this turn-over and is
actively engaged in creating a new hire list and recently completed a promotional exam. We are also
collaborating with Human Resources to explore new recruiting and hiring methods to streamline the
process and enable the creation of a new hiring list annually.
I am grateful to our employees for their hard work and dedication, and recognize the commitment they
have to excellence in their profession. The commitment of those employees that choose to stay with us
and continue their hard work even though they are eligible to retire solidifies their dedication to serving
our community.
Sincerely,
Eric Nickel, EFO, CFC, CFO
Fire Chief
P.O Box 10250
Palo Alto, CA 94303
650.329.2184
650.327.6951 fax
City of Palo Alto
Fire Department
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Palo Alto Fire Department
Quarterly Performance Report
Fiscal Year 2017, Third Quarter
Calls for Service
The Palo Alto Fire Department (PAFD) responded to a total of 2,318 calls for service in the third quarter
of Fiscal Year 2017. This includes responses within Palo Alto, Stanford, and neighboring cities to provide
Auto and Mutual Aid. Approximately eighty-one percent (81%) of calls are generated from Palo Alto,
thirteen percent (13%) from Stanford, and the remainder from neighboring cities or requests for
regional fire deployment.
The majority of calls were for Emergency Medical Services, making up sixty-two percent (62%) of the
responses. Table 1 below shows the main categories of the calls to which PAFD responded. Calls are
classified based on the actual event occurred, rather than the initial call request.
Table 1. Calls for Service
Type FY16 Q3 FY17 Q3
Emergency Medical Service 1348 1447
Good Intent 377 343
False Alarm & False Call 206 300
Service Call 102 136
Rescue & Hazardous Material 57 62
Fire 43 29
Severe Weather & Natural
Disaster
0 1
Grand Total 2133 2318
Good Intent and False Alarm calls make up the second largest types of responses. Most calls for service
that may be a true threat of fire, gas or other emergency hazard are actually found to be something else
after Firefighters investigate the situation. These calls are coded as Good Intent calls. As well, many fire
alarm activations are from causes other than fire or emergency hazard. These situations are categorized
as False Alarm calls.
Emergency Medical Services
Emergency Medical Service (EMS) is the primary service that the Palo Alto Fire Department provides to
Palo Alto and Stanford. While this shift toward EMS is being seen across the region, the Palo Alto Fire
Department is the only Fire Department in the County that provides ambulance and transport services.
Of the 1,447 Emergency Medical Service calls the PAFD responded to in the third quarter of Fiscal Year
2017, the overwhelming majority were for medical, trauma and cardiac calls that did not involve a
vehicle accident. There was an eight percent (8%) increase over the same quarter last year for these
types of calls.
Table 2. EMS Performance Measures
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Calls for Service FY16 Q3 FY17 Q3
NFIRS Code Description
321 EMS call, excluding vehicle accident with injury 1237 1342
322 Vehicle accident with injuries 81 62
324 Motor vehicle accident with no injuries 17 30
323 Motor vehicle/pedestrian accident 10 10
381 Rescue or EMS standby 3 3
Total 1348 1447
Transports
Number of Transports 951 921
Percent of EMS Calls resulting in transport 70.5% 63.6%
Response Times
Percent of first responder arriving on scene to EMS calls within 8 minutes 91.7% 95.5%
Percent of paramedic responder arriving on scene to EMS calls within 12 minutes 99.0% 99.2%
Median response time for first responder arriving on scene to EMS calls 04:56 04:36
Most EMS calls (64%) resulted in an ambulance transport to a local hospital or care facility. This is the
primary source of revenue generated from emergency medical services, and revenue received in this
quarter is on track with budget projections.
Response Time Goal Met: At least 90% of first responder arriving on scene to EMS calls within 8
minutes.
This quarter the PAFD first responder arrived on scene to EMS calls within 8 minutes ninety-five percent
(95%) of the time.
Response Time Goal Met: At least 99% of paramedic responder arriving on scene to EMS calls
within 12 minutes.
This quarter the PAFD paramedic responder arrived on scene to EMS calls within 12 minutes ninety-nine
percent (99%) of the time.
Fire Suppression
Very few of the potential fire calls coming into dispatch turn out to be a real fire once PAFD investigates
the scene and cause of the concerning elements. This quarter PAFD responded to 29 calls where fire was
present, with 3 occurring in neighboring cities.
The main incidents during this quarter occurred during the month of March, and included a structure
fire on the 800 block of El Camino Real on March 10. Engine 61 arrived on scene and saw smoke flowing
from a vent on the roof. The smoke was coming out the front door and the building was evacuated.
The fire was extinguished by a sprinkler head in the rear storage closet and workroom. The fire
appeared to have started at the water heater and spread to cardboard storage boxes. Crews ventilated
the building, and after the smoke cleared and the CO level dropped to acceptable levels, the scene was
turned over to the fire inspectors and the building responsible.
The next day a three-alarm fire and hazardous materials incident occurred at Stanford University
Medical School. Engine 66 was dispatched the first responder, and upgraded the response to a full first
alarm after confirming the presence of fire. Crews discovered light smoke in the hallway and water
coming out of one of the rooms. There was also a blackened security window and a small amount of
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heat detectable with the Thermal Imaging Camera (TIC). The crews made entry and found a fire
burning in a laboratory hood that had extended into the hidden attic space. After the fire was
extinguished, crews checked for any fire extension in the walls and ceiling. The room was clear of fire,
although it was discovered that the original fire had penetrated the ceiling and burst a water pipe above
the room. A fire investigation concluded that the substance which burned was completely consumed
and it is not clear what started the fire in the hood. A total of 61 firefighters from departments
throughout the area responded to this significant incident.
The following week, another structure fire occurred on the 600 block of Toyon Place. E64 arrived on
scene of a fire in a residential building. There was smoke and flames showing from the back corner of
the home at the master bedroom. The Fire Attack group was able to access the fire, but had to pull
ceiling and walls to “chase” the fire, which had penetrated to the attic through a recessed light. It
appeared that lit incense in a shrine at the corner of the master bedroom may have caused the fire.
There was moderate fire damage to the materials in room, but damage was isolated to the room and
contents of origin.
On March 19, a two-alarm fire occurred on the 300 block of Seale Ave. Battalion 66 arrived first on scene
to a single-story home showing heavy flames and smoke coming from the roof. Engine 61 made entry
and found fire burning in the kitchen area at the rear of the home. The fire was already quite advanced
which indicated that it had been burning for quite some time before the fire department was notified by
passersby. The home was searched for persons and an “all clear” was declared, indicating that no one
was home at the time of the fire. The fire was successfully knocked down within 20 minutes, and Engine
63 assisted in retrieving as much of the occupants’ property as possible. It was determined that the fire
started in the kitchen on the stove top. The fire consumed the entire kitchen and reached a flashpoint
prior to being extinguished by fire crews. The fire extended into the attic via the false ceiling and skylight
well. Prior to the flashpoint the plastic skylight had burned through and the kitchen window broke thus
creating a wind driven fire.
The final structure fire in the quarter occurred at Veterans Hospital on March 24. Engine 65 responded
to a water flow alarm at the Veterans Hospital at an “out” building. Veterans Administration Police
stated that building was full of smoke and the fire alarm was sounding. Crews opened the door and
found the building full of grey smoke from floor to ceiling, triggering a request for a full structure
response. Engine 65 advanced a hose line into the structure through the door. Visibility was 1 to 2 feet
in all directions. Truck 66 made entry and forced the interior upstairs door, while Engine 64 pulled a
second hose and searched the first floor for any occupants. Crews located a small fire burning in the
middle of a large work shop in a 4000 square foot building. The fire was kept under control by an
activated sprinkler head. Crews extinguished the fire and overhauled the building, removing the
majority of the water. The building was turned over to Palo Alto Veterans Administration, building
engineers and their safety division.
Table 3. Fire Performance Measures
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Calls for Service FY16 Q3 FY17 Q3
NFIRS Code Description
113 Cooking fire, confined to container 12 8
111 Building fire 12 6
154 Dumpster or other outside trash receptacle fire 6 3
131 Passenger vehicle fire 4 3
100 Fire, other 3 2
150 Outside rubbish fire, other 0 2
118 Trash or rubbish fire, contained 0 2
140 Natural vegetation fire, other 2 1
114 Chimney or flue fire, confined to chimney or flue 0 1
132 Road freight or transport vehicle fire 0 1
142 Brush, or brush and grass mixture fire 1 0
130 Mobile property fire, other 1 0
132 Road freight or transport vehicle fire 1 0
161 Outside storage fire 1 0
Total 43 29
Response Times
Percent of first responder arriving on scene to Fire calls within 8 minutes 86.8% 87.7%
Median response time for first responder arriving on scene to Fire calls 05:43 05:12
Fire Containment
Percent of building and structure fires contained to the room or area of origin 78% 60%
Response Time Goal Not Met: At least 90% of first responder arriving on scene to Fire calls
within 8 minutes.
This quarter the PAFD first responder arrived on scene to Fire calls within 8 minutes eighty-eight percent
(88%) of the time. While, under the goal this is still an improvement from historical performance on this
measure, which is typically near eighty-one percent (81%). The Fire Department has begun an
operational readiness initiative that includes some adjustments to reduce response times.
Fire Containment Goal Not Met: At least 90% of building and structure fires contained to the
room or area of origin.
This quarter there were five building fires within Palo Alto. The two fires that were not contained to
room or area of origin were both residential home fires in Palo Alto. In both cases, the fire had spread
from the original area despite a response time under 8 minutes. PAFD additionally responded to one
building fire as mutual aid to Mountain View, however, the final confined to area information is
unavailable.
Rescue and Hazardous Materials
The Fire Department responded to a total of 62 rescue and hazardous material calls. The most common
rescue call is for the removal of victims from a stalled elevator, which accounts for thirty-one percent
(31%) of these call types. The majority (68%) of these calls are for buildings on Stanford campus that had
multiple incidents.
Table 4. Rescue and Hazardous Materials Measures
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Calls for Service FY16 Q3 FY17 Q3
NFIRS Code Description
353 Removal of victim(s) from stalled elevator 18 19
400 Hazardous condition, other 7 8
331 Lock-in (if lock out , use 511 ) 3 7
440 Electrical wiring/equipment problem, other 0 4
412 Gas leak (natural gas or LPG) 8 3
463 Vehicle accident, general cleanup 4 3
411 Gasoline or other flammable liquid spill 2 3
444U Power line down - PA Utilities Related 1 3
422 Chemical spill or leak 2 2
444 Power line down 1 2
442 Overheated motor 0 2
443 Light ballast breakdown 0 1
445 Arcing, shorted electrical equipment 4 1
413 Oil or other combustible liquid spill 1 1
451 Biological hazard, confirmed or suspected 0 1
423 Refrigeration leak 0 1
421 Chemical hazard (no spill or leak) 0 1
412U Gas leak (natural gas or LPG) - PA Utilities Related 4 0
Total 57 62
Response Times
Median response time for first responder arriving on scene to
Rescue & Hazardous Materials calls
05:19 05:41
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Mutual and Automatic Aid
The Fire Department has automatic aid agreements with five regional Fire Departments, including
Mountain View, Menlo Park, Woodside, Los Altos, and Santa Clara County Fire. The PAFD primarily
provides aid to Mountain View, and the data below shows the number of calls continues to increase
from the prior fiscal year.
The Deputy Chief of Operations communicates regularly with the Mountain View Fire Department to
review the agreement and ensure Palo Alto’s resources are not overly relied upon. In this quarter, the
PAFD provided mutual or automatic aid to three other jurisdictions on a total of 136 incidents. Six
agencies provided mutual or automatic aid for calls within Palo Alto or Stanford on a total of 110
incidents.
Table 5. Mutual and Automatic Aid Performance Measures
Mutual and Auto Aid Provided FY16 Q3 FY17 Q3
Agency
Mountain View Fire 85 111
Santa Clara County Fire 17 24
Menlo Park Fire 3 1
All Mutual and Auto Aid Provided 107 136
Mutual and Auto Aid Received
Agency
Mountain View Fire 91 75
Menlo Park Fire 13 20
Santa Clara County Fire 9 9
Woodside Fire 3 2
Moffet Fire 3 2
Santa Clara City Fire 0 2
All Mutual and Auto Aid Received 119 110
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Fire Prevention
The Fire Prevention Bureau ensures compliance with the Fire Code for the safety of occupants and
protection of property. Fire Inspectors perform fire sprinkler and fire alarm plan checks, permitting, and
field inspections with the goal of ensuring all construction complies with local and national codes.
The hazardous materials inspections for the year have increased this quarter from 440 reported in the
last two quarters. This is from additional facilities identified and some businesses adding products that
meet the threshold for inspection.
The number of fire permits increased from this quarter last fiscal year, while the solar and electric
vehicle permits saw a minimal decrease. The department continues to stay on track with State
mandated inspections.
Table 6. Prevention Bureau Performance Measures
Permits FY16 Q3 FY17 Q3
Fire Permits Issued 135 196
Electric Vehicle Permits Issued 25 17
Solar Permits Issued 24 22
Inspections
Hazardous Material Inspections Completed 113 113
Number of Hazardous Material Inspections for the year 207 584
Percent of Hazardous Material Facilities Inspections Complete to date 140% 51%
State Mandated Inspections Completed 99 109
Number of State Mandated Inspections for the year 340 397
Percent of State Mandated Facilities Inspections Complete to date 87.6% 79.1%
Fire and Life Safety Plan Review
Plans Reviewed 435 497
Percent of Reviews Completed On-Time 97.0% 96.6%
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Workforce Planning
The Department operates daily emergency response operations with a total of 96.00 FTE line personnel.
This includes three battalions of crews that staff six stations in the City and Stanford 24 hours each day.
Over the last quarter, the department has operated with 12.0 positions vacant and 7.0 employees off-
line creating a total of 19.00 FTE positions that require backfilling.
This quarter the Department had one retirement. The number of employees eligible to retire continues
to grow, and the Department is focusing on creating a new hiring list. A new entry level testing process
has begun with an expected list to be established in Fall of 2017. Once the position is posted it can take
9 to 12 months to complete the necessary review and selection procedures to create a new list. As
additional employees leave or retire, the department may have to rely heavily on overtime over the next
year.
Table 7. Vacancies and Off-Line Employees FY16 Q3
Classification Budgeted
FTE
Vacancies Off-Line Employees
(Workers
Comp/Light Duty)
Personnel
On Line
Percent of
Personnel
On Line
Battalion Chief 4.00 0.00 0.00 4.00 100%
Fire Captain 22.00 1.00 2.00 19.00 86%
Fire Apparatus Operator
& Fire Fighters
70.00 11.00 5.00 54.00 77%
TOTAL 96.00 12.00 7.00 77.00 80%
Table 8. Succession Planning
FY16 Q3 FY17 Q3
Number of Line Personnel Currently Eligible to Retire 21 27
Number of Line Personnel Eligible to Retire in Five Years 20 19
Percent of all Line Personnel Eligible to Retire within Five
Years
46.1% 51.1%
Number of Acting Battalion Chief Hours 408 84
Number of Acting Captain Hours 1,474 2,762
Number of Acting Apparatus Operator Hours 6,493 7,469
Training
Hours of Training Completed 9,617 8,770
Average Hours per Line Personnel 121.7 113.9
From: Christine Losq [mailto:christine_losq@clea-inc.com]
Sent: Thursday, January 19, 2017 9:57 AM
To: Yarbrough, Shane
Subject: Thank you
Hello Shane,
I stopped by the Mayfield Fire House last week to thank everyone for their help during the last
days that my husband was alive. He passed away on January 8. Knowing that help was at hand
helped him pass away peacefully, his mind at rest that there is someone I can always call on
when in need, even though we live way up here on the hill.
We had four visits at our home from the fire house team in the last days of his life, on those
days when hospice and private nursing care services were unavailable. The teams
provided essential lift assists that mitigated his respiratory distress. The compassion of each
person who came when I called was and continues to be a comfort.
Please extend my personal thanks to the teams
on December 28: Brent, Joe, and Captain Jen
on January 1: Jesus (and two team members whose names I forgot to write down; you will know
who you are)
on January 2: Brent, Christie, and Jesus
on January 3: Jesus, Adam, and Charles
In gratitude,
Christine Losq
4017 Page Mill Road
*******************************
christine_losq@clea-inc.com
cell: 650-248-4522
home: 650-949-3173
From: Carl Niedner [mailto:cdn@coelo.com]
Sent: Friday, March 24, 2017 6:17 PM
To: Nickel, Eric; cdn@coelo.com
Subject: Thanks, and followup
Chief --
Sorry to have missed you today at this morning's conference. A couple of issues to follow up
on:
1. You can be really proud of your D.C. (Both of them, actually, but this pertains
specifically to Catherine). Preet Bassi, CPSE Executive Director, pulled me aside after
the last class today, and told me, "You guys did an amazing job. I have been getting rave
review after rave review about your session. Your talk set the standard for how I want
agency/vendor talks to go in the future." (As close to a direct quote as I can
remember) This is probably at least 70% attributable to Catherine. She kept us on
track, organized the outline, did the graphics, built the PPT and had a great sense of how
to connect with people. I am really grateful to her for all she did (while doing her main
job, as well). I hope her efforts help your CFAI process!
thanks --
Carl
--
-----Original Message-----
From: Shrout, Kate Berlitz [mailto:kshrout@BuckleySandler.com]
Sent: Thursday, January 26, 2017 9:30 AM
To: Fire
Subject: 127 Rinconada Response
Hi,
I wanted to say thank you to the team that responded to 127 Rinconada Ave this morning. My husband
had a seizure and the response team was very professional and comforting. We really appreciate their
help.
Best,
Kate Berlitz Shrout
Counsel
BuckleySandler LLP
T. 202.349.7932
F. 202.349.8080
Number of Your Patients in this ReportYour Score
January 1, 2017 to March 31, 2017
EMS System Report
Palo Alto, CA
1515 Center Street
City of Palo Alto
1 (877) 583-3100
www.EMSSurveyTeam.com
Client 9701
service@EMSSurveyTeam.com
Lansing, Mi 48096
8395.27
Number of Patients in this Report
19,079
Number of Transport Services in All EMS DB
138
Page 1 of 26
City of Palo Alto
January 1, 2017 to March 31, 2017
Executive Summary
This report contains data from 83 City of Palo Alto patients who returned a questionnaire between
01/01/2017 and 03/31/2017.
The overall mean score for the standard questions was 95.27; this is a difference of 2.59 points from the
overall EMS database score of 92.68.
The current score of 95.27 is a change of 1.63 points from last period's score of 93.64. This was the 11th
highest overall score for all companies in the database.
You are ranked 4th for comparably sized companies in the system.
84.05% of responses to standard questions had a rating of Very Good, the highest rating. 99.75% of all
responses were positive.
Page 2 of 26
City of Palo Alto
January 1, 2017 to March 31, 2017
Demographics — This section provides demographic information about the patients who responded
to the survey for the current and the previous periods. The information comes from the data you
submitted. Compare this demographic data to your eligible population. Generally, the demographic
profile will approximate your service population.
Total
This PeriodLast Period
OtherFemaleMale OtherMaleTotalFemale
Under 18 4 2 06 462 0
18 to 30 0 1 01 011 0
31 to 44 1 6 07 231 0
45 to 54 3 6 09 143 0
55 to 64 3 6 09 7114 0
65 and older 31 34 065 355823 0
Total 42 55 097 83 34 49 0
Gender
Page 3 of 26
City of Palo Alto
January 01, 2017 to March 31, 2017
Dispatch Analysis
This analysis details the section results that concern dispatcher operations. The analysis contains the mean
scores for each survey question. The first column shows the company score and the total database score,
the second column is your variance from the database score.
Helpfulness of the person you called for ambulance service
96.27
92.93
3.34
Your Score
Total DB
Variance1000
Concern shown by the person you called for ambulance service
94.35
92.72
1.63
Your Score
Total DB
Variance1000
Extent to which you were told what to do until the ambulance arrived
93.22
91.07
2.15
Your Score
Total DB
Variance1000
Overall Section Score
Total DB
2.44
100
92.24
Variance
0
Your Score
94.68
Page 4 of 26
City of Palo Alto
January 01, 2017 to March 31, 2017
Ambulance Analysis
This analysis details the section results that concern ambulance operations. The analysis contains the mean
scores for each survey question. The first column shows the company score and the total database score,
the second column is your variance from the database score.
Extent to which the ambulance arrived in a timely manner
96.47
92.43
4.04
Your Score
Total DB
Variance1000
Cleanliness of the ambulance
96.83
94.35
2.48
Your Score
Total DB
Variance1000
Comfort of the ride
93.48
87.91
5.57
Your Score
Total DB
Variance1000
Skill of the person driving the ambulance
97.18
93.97
3.21
Your Score
Total DB
Variance1000
Overall Section Score
Total DB
3.81
100
92.21
Variance
0
Your Score
96.02
Page 5 of 26
City of Palo Alto
January 01, 2017 to March 31, 2017
Medic Analysis
This analysis details the section results that concern medic operations. The analysis contains the mean
scores for each survey question. The first column shows the company score and the total database score,
the second column is your variance from the database score.
Care shown by the medics who arrived with the ambulance
97.97
94.45
3.52
Your Score
Total DB
Variance1000
Degree to which the medics took your problem seriously
97.67
94.39
3.28
Your Score
Total DB
Variance1000
Degree to which the medics listened to you and/or your family
97.26
94.01
3.25
Your Score
Total DB
Variance1000
Skill of the medics
97.00
94.33
2.67
Your Score
Total DB
Variance1000
Extent to which the medics kept you informed about your treatment
94.10
92.76
1.34
Your Score
Total DB
Variance1000
Extent to which medics included you in the treatment decisions (if applicable)
95.26
92.51
2.75
Your Score
Total DB
Variance1000
Degree to which the medics relieved your pain or discomfort
92.92
90.56
2.36
Your Score
Total DB
Variance1000
Page 6 of 26
City of Palo Alto
January 01, 2017 to March 31, 2017
Medic Analysis
This analysis details the section results that concern medic operations. The analysis contains the mean
scores for each survey question. The first column shows the company score and the total database score,
the second column is your variance from the database score.
Medics' concern for your privacy
93.40
93.46
-0.06
Your Score
Total DB
Variance
-0.06
Variance1000
Extent to which medics cared for you as a person
96.58
94.31
2.27
Your Score
Total DB
Variance1000
Overall Section Score
Total DB
2.47
100
93.42
Variance
0
Your Score
95.89
Page 7 of 26
City of Palo Alto
January 01, 2017 to March 31, 2017
Billing Staff Assessment Analysis
This analysis details the section results that concern office operations. The analysis contains the mean
scores for each survey question. The first column shows the company score and the total database score,
the second column is your variance from the database score.
Professionalism of the staff in our ambulance service billing office
88.89
88.45
0.44
Your Score
Total DB
VarianceVariance1000
Willingness of the staff in our billing office to address your needs
89.29
88.45
0.84
Your Score
Total DB
VarianceVariance1000
Overall Section Score
Total DB
0.64
100
88.45
0
Your Score
89.09
Page 8 of 26
City of Palo Alto
January 01, 2017 to March 31, 2017
Overall Assessment Analysis
This analysis details the section results that concern assessment of operations. The analysis contains the
mean scores for each survey question. The first column shows the company score and the total database
score, the second column is your variance from the database score.
How well did our staff work together to care for you
97.26
93.55
3.71
Your Score
Total DB
Variance1000
Extent to which our staff eased your entry into the medical facility
97.54
93.57
3.97
Your Score
Total DB
Variance1000
Appropriateness of Emergency Medical Transportation treatment
95.44
93.38
2.06
Your Score
Total DB
Variance1000
Extent to which the services received were worth the fees charged
87.72
87.35
0.37
Your Score
Total DB
VarianceVariance1000
Overall rating of the care provided by our Emergency Medical Transportation service
96.83
93.57
3.26
Your Score
Total DB
Variance1000
Likelihood of recommending this ambulance service to others
95.00
93.13
1.87
Your Score
Total DB
Variance1000
Overall Section Score
Total DB
2.72
100
92.43
Variance
0
Your Score
95.15
Page 9 of 26
January 1, 2017 to March 31, 2017
City of Palo Alto
Question Analysis
This section lists a synopsis of the information about your individual questions and overall scores for this monthly reporting
period. The first column shows the company score from the previous period, the second column shows the change, the third
column shows your score for this period and the fourth column shows the total Database score.
Dispatch Analysis Last Period Change This Period Total DB
Helpfulness of the person you called for ambulance service 96.273.63 92.9392.64
Concern shown by the person you called for ambulance service 94.352.35 92.7292.00
Extent to which you were told what to do until the ambulance arrived 93.221.21 91.0792.01
Ambulance Analysis Last Period Change This Period Total DB
Extent to which the ambulance arrived in a timely manner 96.473.57 92.4392.90
Cleanliness of the ambulance 96.830.40 94.3596.43
Comfort of the ride 93.48-0.20 87.9193.68
Skill of the person driving the ambulance 97.182.99 93.9794.19
Medic Analysis Last Period Change This Period Total DB
Care shown by the medics who arrived with the ambulance 97.972.80 94.4595.17
Degree to which the medics took your problem seriously 97.671.84 94.3995.83
Degree to which the medics listened to you and/or your family 97.261.81 94.0195.45
Skill of the medics 97.001.94 94.3395.06
Extent to which the medics kept you informed about your treatment 94.10-0.48 92.7694.58
Extent to which medics included you in the treatment decisions (if applicable)95.261.16 92.5194.10
Degree to which the medics relieved your pain or discomfort 92.92-0.51 90.5693.43
Medics' concern for your privacy 93.400.27 93.4693.13
Extent to which medics cared for you as a person 96.581.69 94.3194.89
Billing Staff Assessment Analysis Last Period Change This Period Total DB
Professionalism of the staff in our ambulance service billing office 88.89-0.16 88.4589.05
Willingness of the staff in our billing office to address your needs 89.293.01 88.4586.28
Page 10 of 26
January 1, 2017 to March 31, 2017
City of Palo Alto
Question Analysis (Continued)
Overall Assessment Analysis Last Period Change This Period Total DB
How well did our staff work together to care for you 97.262.37 93.5594.89
Extent to which our staff eased your entry into the medical facility 97.543.25 93.5794.29
Appropriateness of Emergency Medical Transportation treatment 95.44-0.13 93.3895.57
Extent to which the services received were worth the fees charged 87.721.67 87.3586.05
Overall rating of the care provided by our Emergency Medical Transportation 96.832.25 93.5794.58
Likelihood of recommending this ambulance service to others 95.003.00 93.1392.00
Page 11 of 26
City of Palo Alto
January 1, 2017 to March 31, 2017
Mar
2016
Apr
2016
May
2016
Jun
2016
Jul
2016
Aug
2016
Sep
2016
Oct
2016
Nov
2016
Dec
2016
Jan
2017
Feb
2017
Mar
2017
Helpfulness of the person you called for ambulance service 97.22 100.00 95.03 93.75 94.64 94.44 91.24 98.15 90.13 83.33 97.73 95.83 100.00
Concern shown by the person you called for ambulance service 97.22 100.00 93.95 93.18 94.64 94.91 93.75 98.15 88.89 83.33 97.73 93.37 100.00
Extent to which you were told what to do until the ambulance 97.22 95.83 93.08 93.15 94.64 93.48 82.21 96.30 88.95 100.00 97.73 91.85 100.00
Extent to which the ambulance arrived in a timely manner 98.91 94.44 97.28 94.33 98.53 95.38 97.62 98.48 89.42 91.67 100.00 95.70 100.00
Cleanliness of the ambulance 100.00 93.75 97.56 95.83 96.88 95.90 92.86 98.48 94.90 100.00 100.00 96.05 100.00
Comfort of the ride 96.51 93.75 94.51 93.41 95.31 93.03 90.48 95.45 92.65 91.67 93.75 93.18 100.00
Skill of the person driving the ambulance 99.40 96.88 95.24 94.17 96.88 97.13 94.05 95.45 93.14 100.00 100.00 96.49 100.00
Care shown by the medics who arrived with the ambulance 98.84 97.22 96.43 96.35 98.53 96.37 97.22 98.57 92.65 100.00 100.00 97.50 100.00
Degree to which the medics took your problem seriously 99.43 97.22 96.43 96.65 98.53 95.24 97.22 97.86 94.23 100.00 100.00 97.13 100.00
Degree to which the medics listened to you and/or your family 100.00 97.22 97.02 96.51 95.59 95.90 90.33 97.79 93.63 100.00 100.00 96.61 100.00
Skill of the medics 98.84 97.22 96.95 95.60 97.06 97.62 98.53 97.14 93.37 100.00 100.00 96.31 100.00
Extent to which the medics kept you informed about your 98.13 94.44 96.15 93.75 98.33 94.17 92.65 97.79 92.02 100.00 97.92 93.10 100.00
Extent to which medics included you in the treatment decisions 95.83 100.00 96.55 92.31 94.23 93.65 82.21 97.41 91.46 100.00 97.92 94.32 100.00
Degree to which the medics relieved your pain or discomfort 98.48 89.29 93.38 92.41 89.29 93.52 85.79 95.00 92.07 100.00 95.45 92.02 100.00
Medics' concern for your privacy 98.21 87.63 95.14 94.38 98.44 92.27 91.18 97.50 90.10 100.00 91.67 93.53 100.00
Extent to which medics cared for you as a person 100.00 97.22 95.39 95.74 97.06 94.58 94.12 98.53 92.16 100.00 97.92 96.19 100.00
Professionalism of the staff in our ambulance service billing 86.00 100.00 87.50 86.48 96.43 90.22 84.38 94.64 85.04 100.00 96.88 86.11 100.00
Willingness of the staff in our billing office to address your 84.00 100.00 87.50 84.94 95.83 90.00 87.50 94.64 80.25 100.00 96.43 87.04 100.00
How well did our staff work together to care for you 97.62 97.22 96.53 94.29 94.12 95.76 97.06 99.29 91.33 100.00 100.00 96.61 100.00
Extent to which our staff eased your entry into the medical 99.38 97.22 95.17 94.78 97.06 95.18 91.18 97.79 91.33 100.00 100.00 96.93 100.00
Appropriateness of Emergency Medical Transportation treatment 96.98 96.88 94.74 94.95 92.19 95.34 89.76 97.66 93.89 100.00 100.00 94.32 100.00
Extent to which the services received were worth the fees 89.00 100.00 91.91 85.55 85.94 86.54 78.64 89.32 81.93 100.00 93.18 85.96 100.00
Overall rating of the care provided by our Emergency Medical 98.84 97.22 96.05 96.13 95.31 95.49 93.75 99.24 91.15 100.00 100.00 96.05 100.00
Likelihood of recommending this ambulance service to others 98.75 100.00 95.30 96.07 93.75 95.26 90.69 96.88 88.40 91.67 97.73 94.23 100.00
Your Master Score 97.65 96.47 95.18 93.97 95.43 94.55 91.64 97.16 91.09 96.93 98.08 94.50 100.00
Your Total Responses 49 10 48 105 17 66 22 36 58 3 13 68 2
Monthly Breakdown
Below are the monthly responses that have been received for your service. It details the individual score for
each question as well as the overall company score for that month.
Page 12 of 26
City of Palo Alto
January 1, 2017 to March 31, 2017
Monthly tracking of Overall Survey Score
Page 13 of 26
City of Palo Alto
January 1, 2017 to March 31, 2017
Greatest Increase and Decrease in Scores by Question
Increases
Last
Period
This
Period Change
Total DB
Score
Helpfulness of the person you called for ambulance service 92.64 3.63 92.9396.27
Extent to which the ambulance arrived in a timely manner 92.90 3.58 92.4396.47
Extent to which our staff eased your entry into the medical facility 94.29 3.25 93.5797.54
Willingness of the staff in our billing office to address your needs 86.28 3.01 88.4589.29
Likelihood of recommending this ambulance service to others 92.00 3.00 93.1395.00
Skill of the person driving the ambulance 94.19 3.00 93.9797.18
Care shown by the medics who arrived with the ambulance 95.17 2.80 94.4597.97
How well did our staff work together to care for you 94.89 2.37 93.5597.26
Concern shown by the person you called for ambulance service 92.00 2.35 92.7294.35
Overall rating of the care provided by our Emergency Medical
Transportation service
94.58 2.25 93.5796.83
Decreases
Last
Period
This
Period Change
Total DB
Score
Degree to which the medics relieved your pain or discomfort 93.43 -0.52 90.5692.92
Extent to which the medics kept you informed about your
treatment
94.58 -0.48 92.7694.10
Comfort of the ride 93.68 -0.20 87.9193.48
Professionalism of the staff in our ambulance service billing office 89.05 -0.16 88.4588.89
Appropriateness of Emergency Medical Transportation treatment 95.57 -0.13 93.3895.44
Page 14 of 26
City of Palo Alto
January 1, 2017 to March 31, 2017
Greatest Scores Above Benchmarks by Question
Highest Above Benchmark
This
Period Variance
Total DB
Score
Care shown by the medics who arrived with the ambulance 94.453.5297.97
Degree to which the medics took your problem seriously 94.393.2897.67
Extent to which our staff eased your entry into the medical facility 93.573.9697.54
Degree to which the medics listened to you and/or your family 94.013.2597.26
How well did our staff work together to care for you 93.553.7197.26
Skill of the person driving the ambulance 93.973.2197.18
Skill of the medics 94.332.6797
Cleanliness of the ambulance 94.352.4996.83
Overall rating of the care provided by our Emergency Medical Transportation service 93.573.2696.83
Extent to which medics cared for you as a person 94.312.2796.58
Page 15 of 26
City of Palo Alto
January 1, 2017 to March 31, 2017
Key Drivers — This section shows the relative importance of each question to the respondents' overall
satisfaction. The greater the coefficient number, the more important the issue is to your patients' overall
satisfaction. The questions are arranged based on their weighted importance value.
Question Your Score
Correlation
Coeffecient
Extent to which medics cared for you as a person .8903942996.58
Extent to which medics included you in the treatment decisions (if applicable).86133005195.26
Degree to which the medics took your problem seriously .84916177997.67
Extent to which you were told what to do until the ambulance arrived .847684693.22
Extent to which the medics kept you informed about your treatment .83775933894.10
Extent to which our staff eased your entry into the medical facility .83569550697.54
Skill of the medics .81890450797.00
How well did our staff work together to care for you .81225705997.26
Care shown by the medics who arrived with the ambulance .7881192497.97
Concern shown by the person you called for ambulance service .77016232794.35
Degree to which the medics relieved your pain or discomfort .75123736792.92
Degree to which the medics listened to you and/or your family .74331680297.26
Helpfulness of the person you called for ambulance service .73578935796.27
Willingness of the staff in our billing office to address your needs .71844515489.29
Medics' concern for your privacy .69509696793.40
Appropriateness of Emergency Medical Transportation treatment .68636096995.44
Skill of the person driving the ambulance .67962211397.18
Professionalism of the staff in our ambulance service billing office .67870756688.89
Cleanliness of the ambulance .6671191896.83
Comfort of the ride .64284864593.48
Extent to which the ambulance arrived in a timely manner .62763423496.47
Extent to which the services received were worth the fees charged .5633924787.72
Page 16 of 26
City of Palo Alto
January 1, 2017 to March 31, 2017
Company Comparisons — The following chart gives a comparison of the mean score for each question as scored
by comparable companies. Your company is highlighted. There is also a green-shaded highlight of the highest
score for each question. This will show how you compare to similar companies.
Your
Company A B C D E F
Comparison Companies
Helpfulness of the person you called for ambulance service 89.11 91.12 0 91.87 93.7091.2596.27
Concern shown by the person you called for ambulance service 91.91 91.40 0 91.20 93.6991.3094.35
Extent to which you were told what to do until the ambulance 86.11 85.54 0 91.07 92.0189.6693.22
Extent to which the ambulance arrived in a timely manner 90.63 91.68 90.29 92.80 93.7788.3096.47
Cleanliness of the ambulance 92.91 93.93 92.04 94.74 95.4791.6396.83
Comfort of the ride 86.82 84.76 0 88.62 88.7886.0493.48
Skill of the person driving the ambulance 91.23 89.61 92.67 93.40 94.8792.1997.18
Care shown by the medics who arrived with the ambulance 93.24 94.57 94.43 92.15 95.6293.3697.97
Degree to which the medics took your problem seriously 92.76 95.59 94.93 92.65 95.6793.3997.67
Degree to which the medics listened to you and/or your family 91.22 94.40 94.37 91.36 94.5693.5697.26
Skill of the medics 92.47 94.40 93.85 93.45 95.6293.6097.00
Extent to which the medics kept you informed about your 91.79 93.44 93.31 90.68 93.6992.5994.10
Extent to which medics included you in the treatment decisions (if 91.67 92.86 0 90.90 93.4691.8295.26
Degree to which the medics relieved your pain or discomfort 91.29 94.09 89.68 89.67 92.7990.7092.92
Medics' concern for your privacy 91.78 94.26 93.55 91.34 94.2792.7793.40
Extent to which medics cared for you as a person 93.06 95.83 95.30 92.51 95.5093.8996.58
Professionalism of the staff in our ambulance service billing office 91.11 86.56 0 87.31 87.8487.5288.89
Willingness of the staff in our billing office to address your needs 92.44 85.05 0 86.84 88.0387.0689.29
How well did our staff work together to care for you 92.65 92.18 93.80 92.02 94.7694.0697.26
Extent to which our staff eased your entry into the medical facility 92.31 92.93 93.42 92.93 94.5093.5997.54
Appropriateness of Emergency Medical Transportation treatment 91.67 91.95 0 91.72 94.4392.7195.44
Extent to which the services received were worth the fees charged 84.05 86.32 0 87.23 87.0588.5887.72
Overall rating of the care provided by our Emergency Medical 90.94 91.94 93.62 90.86 94.4494.1096.83
Likelihood of recommending this ambulance service to others 90.85 89.00 92.84 90.16 93.9292.1195.00
Overall score 95.27 91.67 91.04 91.58 93.27 91.40 93.61
National Rank 11 56 73 59 36 65 31
Comparable Size (Medium) Company Rank 4 17 24 19 10 22 8
Page 17 of 26
City of Palo Alto
January 1, 2017 to March 31, 2017
Ca
l
i
f
o
r
n
i
a
Yo
u
r
Co
m
p
a
n
y
91.19Total Score
Benchmark Comparison
95.27
To
t
a
l
D
B
Si
m
i
l
a
r
S
i
z
e
d
92.68 92.13
Medics' concern for your privacy 91.8393.40 93.46 93.36
Skill of the medics 92.7997.00 94.33 94.00
Extent to which our staff eased your entry into the medical 92.1497.54 93.57 93.36
Extent to which you were told what to do until the ambulance 90.5393.22 91.07 90.80
Care shown by the medics who arrived with the ambulance 93.1197.97 94.45 94.40
Degree to which the medics relieved your pain or discomfort 88.8292.92 90.56 90.38
Extent to which medics included you in the treatment decisions 90.9095.26 92.51 92.22
Professionalism of the staff in our ambulance service billing 87.3488.89 88.45 88.12
How well did our staff work together to care for you 92.1897.26 93.55 93.67
Extent to which medics cared for you as a person 92.9396.58 94.31 94.15
Extent to which the services received were worth the fees 85.9787.72 87.35 87.15
Skill of the person driving the ambulance 92.8497.18 93.97 93.55
Concern shown by the person you called for ambulance service 91.4994.35 92.72 92.27
Overall rating of the care provided by our Emergency Medical 92.1496.83 93.57 93.34
Likelihood of recommending this ambulance service to others 91.3895.00 93.13 92.72
Degree to which the medics took your problem seriously 93.1797.67 94.39 94.29
Appropriateness of Emergency Medical Transportation treatment 91.6495.44 93.38 92.87
Cleanliness of the ambulance 93.4896.83 94.35 94.07
Willingness of the staff in our billing office to address your 87.9089.29 88.45 88.08
Comfort of the ride 87.9493.48 87.91 86.82
Extent to which the ambulance arrived in a timely manner 92.4296.47 92.43 92.15
Helpfulness of the person you called for ambulance service 92.2696.27 92.93 92.52
Extent to which the medics kept you informed about your 90.8094.10 92.76 92.72
Degree to which the medics listened to you and/or your family 92.6697.26 94.01 94.01
Number of Surveys for the period 83
Page 18 of 26
City of Palo Alto
January 1, 2017 to March 31, 2017
Benchmark Trending Graphic - Below are the monthly scores for your service. It details the overall score for each month as well as your
subscribed benchmarks for that month.
Page 19 of 26
City of Palo Alto
January 1, 2017 to March 31, 2017
Cumulative Comparisons
This section lists a synopsis of the information about your individual questions and overall scores over the entire
lifetime of the dataset. The first column shows the company score and the second column details the total
database score.
Your Score Total DB
91.7594.46Overall Facility Rating
Dispatch 94.06 91.54
Helpfulness of the person you called for ambulance service 92.2895.01
Concern shown by the person you called for ambulance service 92.0294.39
Extent to which you were told what to do until the ambulance 90.3392.77
Ambulance 95.22 91.34
Extent to which the ambulance arrived in a timely manner 91.6695.51
Cleanliness of the ambulance 93.8696.46
Comfort of the ride 87.0792.95
Skill of the person driving the ambulance 92.7795.95
Medic 95.56 92.76
Care shown by the medics who arrived with the ambulance 93.7996.93
Degree to which the medics took your problem seriously 93.7096.73
Degree to which the medics listened to you and/or your family 93.4396.33
Skill of the medics 93.8496.64
Extent to which the medics kept you informed about your treatment 91.9294.96
Extent to which medics included you in the treatment decisions (if 91.7193.94
Degree to which the medics relieved your pain or discomfort 90.1493.59
Medics' concern for your privacy 92.6994.58
Page 20 of 26
City of Palo Alto
January 1, 2017 to March 31, 2017
Cumulative Comparisons (Continued)
Your Score Total DB
91.7594.46Overall Facility Rating
Medic 95.56 92.76
Extent to which medics cared for you as a person 93.6496.36
Billing Staff Assessment 88.66 88.15
Professionalism of the staff in our ambulance service billing office 88.1388.81
Willingness of the staff in our billing office to address your needs 88.1788.51
Overall Assessment 94.45 91.82
How well did our staff work together to care for you 92.8696.06
Extent to which our staff eased your entry into the medical facility 93.0495.96
Appropriateness of Emergency Medical Transportation treatment 92.7895.64
Extent to which the services received were worth the fees charged 86.7487.52
Overall rating of the care provided by our Emergency Medical 92.9596.20
Likelihood of recommending this ambulance service to others 92.5795.33
Page 21 of 26
The Top Box Analysis displays the number of responses for the entire survey by question and rating. The Top Box itself
shows the percentage of "Very Good" responses, the highest rating, for each question. Next to the company rating is the
entire EMS DB rating for those same questions.
Top Box Comparisons
January 1, 2017 to March 31, 2017
City of Palo Alto
EMS DB %
Very Good
Company
% Very
Good
Very
GoodGoodFairPoor
Very
Poor
Overall Company Rating 2 2 37 213 76.09%84.05%1338
Dispatch 0 0 4 32 74.45%80.85%152
Helpfulness of the person you called for ambulance
service 0 0 1 8 58 86.57%76.24%
Concern shown by the person you called for ambulance
service 0 0 1 12 49 79.03%75.31%
Extent to which you were told what to do until the
ambulance arrived 0 0 2 12 45 76.27%71.79%
Ambulance 0 0 2 42 74.79%84.78%245
Extent to which the ambulance arrived in a timely
manner 0 0 0 11 67 85.90%75.75%
Cleanliness of the ambulance 0 0 0 9 62 87.32%79.42%
Comfort of the ride 0 0 2 14 53 76.81%65.02%
Skill of the person driving the ambulance 0 0 0 8 63 88.73%78.97%
Medic 0 2 13 72 79.43%86.23%545
Care shown by the medics who arrived with the
ambulance 0 0 2 2 70 94.59%82.04%
Degree to which the medics took your problem
seriously 0 0 1 5 69 92.00%82.41%
Degree to which the medics listened to you and/or
your family 0 0 0 8 65 89.04%81.34%
Skill of the medics 0 0 2 5 68 90.67%81.44%
Extent to which the medics kept you informed about
your treatment 0 1 2 10 59 81.94%77.25%
Page 22 of 26
Top Box Comparisons
January 1, 2017 to March 31, 2017
City of Palo Alto
(Continued)
EMS DB %
Very Good
Company
% Very
Good
Very
GoodGoodFairPoor
Very
Poor
Overall Company Rating 2 2 37 213 76.09%84.05%1338
Extent to which medics included you in the treatment
decisions (if applicable)0 0 2 7 49 84.48%77.10%
Degree to which the medics relieved your pain or
discomfort 0 0 2 13 45 75.00%72.36%
Medics' concern for your privacy 0 1 1 14 56 77.78%78.53%
Extent to which medics cared for you as a person 0 0 1 8 64 87.67%82.37%
Billing Staff Assessment 0 0 5 21 63.31%63.38%45
Professionalism of the staff in our ambulance service
billing office 0 0 3 10 23 63.89%63.13%
Willingness of the staff in our billing office to address
your needs 0 0 2 11 22 62.86%63.49%
Overall Assessment 2 0 13 46 77.03%85.19%351
How well did our staff work together to care for you 0 0 1 6 66 90.41%78.84%
Extent to which our staff eased your entry into the
medical facility 0 0 1 5 65 91.55%78.73%
Appropriateness of Emergency Medical Transportation
treatment 1 0 1 7 62 87.32%78.75%
Extent to which the services received were worth the
fees charged 1 0 8 10 42 68.85%66.22%
Overall rating of the care provided by our Emergency
Medical Transportation service 0 0 1 7 63 88.73%79.92%
Likelihood of recommending this ambulance service to
others 0 0 1 11 53 81.54%79.69%
Page 23 of 26
January 1, 2017 to March 31, 2017
City of Palo Alto
Standard Deviation by Question
SD
Variance
Database
Standard
Deviation
Company
Standard
Deviation
Total
DBYour Score
Helpfulness of the person you called for ambulance service 96.27 92.93 9.90 14.36 4.46
Concern shown by the person you called for ambulance service 94.35 92.72 11.376 14.239 2.86
Extent to which you were told what to do until the ambulance
arrived
93.22 91.07 12.88 16.568 3.69
Extent to which the ambulance arrived in a timely manner 96.47 92.43 8.701 15.41 6.71
Cleanliness of the ambulance 96.83 94.35 8.318 11.915 3.60
Comfort of the ride 93.48 87.91 12.52 19.566 7.05
Skill of the person driving the ambulance 97.18 93.97 7.905 12.973 5.07
Care shown by the medics who arrived with the ambulance 97.97 94.45 8.964 13.734 4.77
Degree to which the medics took your problem seriously 97.67 94.39 8.34 14.22 5.88
Degree to which the medics listened to you and/or your family 97.26 94.01 7.809 14.659 6.85
Skill of the medics 97.00 94.33 9.967 13.656 3.69
Extent to which the medics kept you informed about your 94.10 92.76 14.126 15.52 1.39
Extent to which medics included you in the treatment decisions (if
applicable)
95.26 92.51 11.796 16.163 4.37
Degree to which the medics relieved your pain or discomfort 92.92 90.56 12.984 18.343 5.36
Medics' concern for your privacy 93.40 93.46 13.815 14.377 0.56
Extent to which medics cared for you as a person 96.58 94.31 9.54 14.545 5.00
Professionalism of the staff in our ambulance service billing office 88.89 88.45 16.078 17.901 1.82
Willingness of the staff in our billing office to address your needs 89.29 88.45 14.983 18.051 3.07
How well did our staff work together to care for you 97.26 93.55 8.838 14.32 5.48
Extent to which our staff eased your entry into the medical facility 97.54 93.57 8.553 14.146 5.59
Appropriateness of Emergency Medical Transportation treatment 95.44 93.38 14.63 14.85 0.22
Extent to which the services received were worth the fees charged 87.72 87.35 20.982 21.438 0.46
Overall rating of the care provided by our Emergency Medical
Transportation service
96.83 93.57 9.316 15.099 5.78
Likelihood of recommending this ambulance service to others 95.00 93.13 10.919 16.457 5.54
Overall Survey Rating 95.27 92.68 11.38 15.52 4.14
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City of Palo Alto
January 1, 2017 to March 31, 2017
Responses vs Score Histogram — This graph shows the number of responses on the Y
axis vs the average score on the X axis.
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