Understanding the factors that influence patient satisfaction with ambulance services

Svetlana Bogomolova, P. J. Tan, S. P. Dunn, M. Bizjak-Mikic

Research output: Contribution to journalArticlepeer-review

2 Citations (Scopus)


The quality of ambulance services has an immense impact on patients’ future well-being and quality of life. Patient satisfaction is one of the key metrics for evaluating the quality of this service. Yet, the patient satisfaction measurement may be limited in its ability to accurately reflect this service quality, and even reflect factors beyond the patient experiences. We analyze 10 years of survey data to reveal a number of factors that systematically bias ambulance satisfaction ratings. Taking into account these biases provides more robust comparison of ambulance performance over time or across different jurisdictions.

Original languageEnglish
Pages (from-to)163-180
Number of pages18
JournalHealth Marketing Quarterly
Issue number2
Publication statusPublished - 2016
Externally publishedYes


  • Ambulance services
  • overall satisfaction
  • patient satisfaction


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