Actual vs perceived ems response time

Abstract

Objective. To compare patients' perceptions of ambulance response times with the actual ambulance response times to aid quality assurance efforts in EMS management. Methods. A convenience sample of patients presenting to an urban ED via EMS were asked a series of four questions pertaining to response time, scene time, time to definitive care, and their expectations of response time. These times were then compared with actual times from the EMS dispatch center. Times were analyzed using multivariate analysis of variance (MANOVA) followed by discriminant analysis. Results. There was a significant difference between the perceived and actual times for all three questions, by both multivariate analysis and univariate analysis (p < 0.0001). Patients tended to overestimate the actual response times (12.4 min vs 9.1 min) but underestimate the on-scene times (9.1 min vs 12.4 min) and times to definitive care (29.4 min vs 35.0 min). Conclusion. Patients are inaccurate in their estimations of time. Response times are generally overestimated, while scene times and times to definitive care are underestimated. Actual response times often meet patients' expectations (mean 10.8 min), although the patients may not perceive that they have.

Key Words:

• EMS
• satisfaction
• response time
• quality.