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Gaston County EMS Customer Care Survey

Gaston County, NC, November 19, 2020 – How often are you given the ability to provide feedback on your experiences? We have found that positive or constructive feedback is often missed because the opportunity is not provided.  

At Gaston County EMS, our providers strive to provide the best customer care experience for every patient we encounter. Our vision is to provide "Excellence in patient care - No matter where."  

Technology continues to grow and QR codes have become extremely popular. To actively listen to our patients' compliments, complaints, or suggestions, we have developed an easy and accessible way for patients to provide feedback on our services. We are reprinting every GEMS team member’s business cards which list their identifying information and adding a QR code on the back. Providing a business card and a pathway to our survey after every patient encounter will allow our patients and their families with the opportunity to provide their feedback in near real-time. You will also find the QR code within every ambulance in the patient care compartment and within the cab for patient for family members. The QR code can be scanned with any internet-capable cell phone and will direct the patient or family member to the "Gaston County Emergency Medical Services Customer Care Survey."  

The topics within the survey include overall response time, the professionalism displayed by our providers, the interactions our providers have with patients, any specific compliments, complaints, or concerns, and lastly, their overall satisfaction experience with the Gaston County EMS system. The survey responses will be recorded and used to improve patient experiences. Taking the initiative to listen to our patients and their feedback allows us to improve our patient interactions, care and better prepare us for the future. We take pride in our work and want to provide the best possible outcome for every patient. 

GEMS Customer Care Survey QR Code Example


For additional information, contact:           GEMS Deputy Chief James McConnell