Perception and Satisfaction of Service Users Toward the Emergency Medical Service System

Abstract

Conducting surveys on service users’ perceptions and satisfaction is an important mechanism for monitoring and evaluating the effectiveness of the EMS, in order to improve and develop the service system in line with public needs. This survey aimed to: (1) examine public perceptions of the EMS system, (2) examine user satisfaction with the EMS system, and (3) examine the satisfaction of network partners within the EMS system. A mixed-methods approach was employed. Data were collected using questionnaires and interviews. Sample sizes were determined using the Yamane formula: (1) 438 members of the general public across Office Health Regions 1–13, (2) 405 patients, relatives, or users with EMS experience, (3) 50 stakeholders from related network partners. Data were analyzed using descriptive statistics and inferential statistics (multiple regression analysis and one-way ANOVA) and content analysis for qualitative data. The findings revealed the following: (1) public perception of the EMS system exposure to overall moderate level of media exposure (mean=2.90), with online media as the main channel (mean=3.49); among respondents who had previously utilized emergency medical services, information exposure was also moderate (mean=3.95), with television as the main channel (mean=4.19). (2) User satisfaction averaged 88.20%, an increase of 11.38% from 2023. Variables significantly predicting satisfaction (95% confidence level) included information inquiries from those involved in the incident at the emergency call center (β=0.170), service proficiency at the scene/in the ambulance (β=0.123), and receiving complete one-stop assistance at the emergency room (β=0.165), with R² and adjusted R² both equal to 1.00. (3) Network partner satisfaction was at a high level overall (mean=7.22), ranked from highest to lowest as follows: provincial administrative organizations/local administrative organizations (7.86), hospitals (7.40), Provincial Public Health Offices (7.33), and foundations/rescue organizations (6.20).