It seems like wherever you turn, our struggling economy is the main topic of discussion more days than not, and there is certainly good reason for that. The economy is one of those things that has a one-two-punch effect, as it impacts both people's personal and professional lives.

   Especially out in the business world, which has been plagued with increasing numbers of going-out-of-business signs popping up, those businesses that do survive are aggressively going after market share and doing whatever it takes to make their business or service the one you and I choose. Strangely enough, one of the things that can be done that generally costs any business little to nothing is to simply increase customer service.

   I bring this up because over the last six months or so, I can't help but notice that customer service is improving all around me. At several restaurants my wife and I frequent, the owners, who were already quite social, are now on the restaurant floor almost continuously, visiting each table to make certain that your meal meets expectations, while at the same time working to assure that you have a pleasant dining experience. When I walk into Wells Fargo to do my banking, someone says hello to me immediately, and the service that follows is outstanding. The guy at the auto parts store yesterday was incredibly helpful, and I was only replacing a license plate bracket, not buying a rebuilt transmission. These are but a few of many service upsides I've been seeing.

   Those observations being made, I couldn't help but take a minute to wonder if there have been any changes in the service that we in EMS are providing our customers these days. Unlike a business that decides to improve customer service in hopes of increasing its revenue stream, I believe there are several different things going on in EMSland that might benefit from some improved service. Read on and see if you agree.

Expect Sicker Patients

   I've been looking at the handful of health plan choices available to me as a state employee, and almost all will have hefty increases in co-pays (most are DOUBLING after the first of the year), with many other increases across the board as well. I have to assume this is pretty consistent with what is happening to most folks as the insurance companies put the screws to us to fill their coffers before healthcare reform sets in.