Annual External Customer Satisfaction Report. Perceived quality in relation to accessibility. SAMUR-Civil Protection

Quality perceived by the applicants for SAMUR-Civil Protection services, in relation to accessibility. The activation of an extra-hospital emergency resource in Madrid happens through the European emergency telephone 112 for citizens and the Integrated Security and Emergency Center (CISEM). The effectiveness of the entire emergency system begins with proper call management by radiotelephone operators. The accessibility studies aim to know if the expectations and needs of users seeking health care are correctly met, assessing the ease that the user finds to establish contact with the emergency service, as well as internal accessibility: speed, agility, kindness and interest shown to the user by the professional or professionals who receive and manage the call. Parameters assessed in the survey: · Kindness and interest of 1º operator ·Speed and agility of 1º operator: coordinated, rapid, effective and efficient 1&ordm action; · operator Kindness and interest of 2º · Calling Operator Speed and agility of 2º Calling operator: coordinated, rapid, effective and efficient action of the 2º · operator Waiting time for attendance: perception of the time elapsed since the call and arrival of the &middot ambulance; Global call management: perception of overall satisfaction