POLICIES, DIVISIONS, GOALS & RESULTS
Air Ambulance 1 stands apart from its competitors because we provide services to customers who always seems to be exceptionally surprised at just how comfortable and smooth an air ambulance transport actually is. New customers tend to have pre-conceived ideas of how traumatic and how much of a hassle this type of service will be. Repeat customers and industry contacts like Hospital Directors, Embassy Officials and International Tourism Agencies we have done business with in the past know what to expect. We aim for 100% customer satisfaction and this includes treating customers/patients with empathy, compassion, comfort and genuine interest in the customer/patient as a person.
Policy of Adherence to Processes & Standards
Air Ambulance 1 continually improves operations and processes to meet the goals we have set for ourselves and to strive for 100% customer satisfaction.
To achieve a successful air ambulance medical transport, every Air Ambulance 1 team member must follow a set of operational guidelines. These guidelines also must meet regulatory standards and as a company, we abide by all such guidelines/processes and expand upon those determined to improve and enhance our services and ultimately the customer’s satisfaction. As a result, we have mastered the complex variables that go into planning and executing a flawless critical transport, which allows us to ease our clients through the planning process.
Listed below are the primary divisions of Air Ambulance 1 where each division provides a critical function in the overall process and success of an air ambulance medical transport.
- Flight Coordinators
- Medical Team
- Aircraft Options
- Medical Equipment
- Company Training
- Medical Insurance
Our company goals are fairly simple. We want 100% Customer Satisfaction based on our “Our Guarantee” statement whenever we provide services to our customers. This “Our Guarantee” statement is mentioned on our homepage of the website and here it is again.
We Guarantee that when choosing Air Ambulance 1, your loved ones shall be treated with professional and compassionate care. We consider every patient as family, we strive for perfection and continuously monitor our operations. When choosing a provider, remember Air Ambulance 1′s management team has over 200,000 successful patient transfers over the past 15 years.
Meeting the Goals
Upon completing a service, we ask each client if they felt we met the criteria in “Our Guarantee.” Based on responses received, which are consistently positive, we wish our clients well and often times become very emotional as the services we provide are quite personal and touching for everyone involved. We then proceed to the next customer with hopes of repeating this success.
Dealing with Goals Not Obtained & Unsatisfied Customers
In the event we did not meet “Our Guarantee,” AA1 will try to obtain as much information regarding the services provided to determine what problems arose and what course of action to take. After careful consideration and if it is deemed necessary, we will offer the option of resolving the issue based on policies. If the customer refuses the option given or if it is something that cannot be remedied at the time, AA1 will provide the customer the opportunity to submit a formal, written complaint.
Once all services have been completed and the team members who provided such services file a report, regardless of whether or not a complaint was submitted by the client, the case will be reviewed to determine whether improper procedures within the company’s policies was committed. If so, a change to the policy and processes will be implemented to ensure this type of issue is not repeated. In addition to any changes made, all team members will be notified and trained regarding the updated policy and process changes. The goal of this review and training process is to eliminate and/or improve the handling of such complaints/issues and to increase our customer satisfaction regarding “Our Guarantee” to 100%.
The efforts and focus on continued operational adherence to set standards with the addition of process improvements have given us a 99.9% customer satisfaction over the last 15 years. These facts have made Air Ambulance 1 an industry leader. We have also become the company to call when the decision makers such as Hospital Directors, Embassy Officials and International Tourism Agencies need services. All choose Air Ambulance 1 knowing we operate the most advanced medical equipment and utilize multiple types of aircraft and have done so in over 100 countries around the world.
Please check out our services in more detail by visiting the pages listed below which our dedicated to each service type.