Independent patient feedback from nearly 39,000 EMS patient telephone interviews shows Pinellas County EMS continues to rank among the nation’s best.
Since 2016, Pinellas County EMS has partnered with Baldrige Group, the nations premier EMS satisfaction survey provider, to independently call by telephone, randomly selected 911 patients who were treated and transported during the previous week.
The purpose of each telephone call is simple but important:
- First, to check in and see how the patient is feeling.
- And to request permission to ask eight questions about the care provided.
Since the program began in 2026, nearly 39,000 patients have been interviewed. Their feedback has provided valuable insight to Pinellas County EMS administration, Sunstar Paramedics, and each of the county’s independent fire district providers. And is critical their overall patient centered, performance improvement efforts.
EMS Survey Questions
Each patient interviewed by phone is asked to report their satisfaction with the following:
- The professionalism of the 911 call taker in providing instructions prior to EMS arrival.
- The time it took EMS to respond to the emergency.
- Whether paramedics listened and explained what they were doing.
- Whether paramedics displayed a caring attitude and concern about the patient’s situation.
- Whether paramedics addressed the patient’s medical concerns effectively.
- The overall courtesy and professionalism of the fire department and Sunstar paramedics.
- How likely they would be to tell a family member or friend they had a positive experience with the paramedics.
What Patients Report Is Most Important
The final survey question asks patients to describe what mattered most to them during their EMS experience. The results often surprise even the most seasoned EMS providers.
In 2025, the top five expectations reported by Pinellas County EMS patients were:
- #1 – Care provided (77%)
- #2 – Professionalism (44%)
- #3 – Caring attitude (36%)
- #4 – Explained actions (29%)
- #5 – Rapid response (25%)
These results reinforce an important point: while response time matters, patients most often remember how they were cared for, how they were treated, and whether they felt listened to and reassured.
2026 Results Are Even Better
Pinellas County EMS culture of continuous improvement has continued into 2026. During the first quarter, overall EMS patient satisfaction remained in the high 99% range, while the percentage of patients reporting they were very satisfied increased to an outstanding 90.19%.
Behind every percentage point is a patient, a family, and a moment that mattered. These results are a powerful reminder that Pinellas County EMS is not only delivering exceptional clinical care, but also an exceptional patient experience.
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If you have wanted to begin measuring your EMS patient satisfaction, or have struggled with your current EMS survey provided, then requesting a free trial is the right thing to do today.