Checking AMCS Vitals: Airman Satisfaction Survey 2014 Results
April USE_AMCS Airman 2014 Feedback Survey Results_FASMT - Current.pptx
Survey of Airman Satisfaction with Aeromedical Certification Services
Checking AMCS Vitals: Airman Satisfaction Survey 2014 Results
OMB: 2120-0707
Checking AMCS Vitals: Airman Satisfaction Survey 2014 Results
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•Respondent Demographics
•Summary Results and Trends
–Airman Satisfaction
–Use of MedXPress
–AME Performance
–Medical Certification Process
•Closing Comments
Content
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Respondent Demographics
•All domestic regions represented in survey data with minimal fluctuations in response rates.
•Certificate applied for:
–18% Class I (2)
–29% Class II
–53% Class III (2)
•Pilot certificate held
–46% Commercial (1)
–40% Private
–33% Airline Transport
Note: Arrows represent changes relative to airman respondents to the 2012 survey.
Note: Airman = airman applicant
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Respondent Demographics
•Airmen employed with certificated operators conducting flights under:
–40% part 91 (1)
–28% part 121 (5)
–19% part 135 (1)
–14% other part or operation (2)
–6% part 61 (2)
Next are the results, starting with trends in airmen satisfaction with AMCS.
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Respondent Demographics
•The majority of airman (90%) contacted only 1 AME-- the top 3 reasons they chose the AME are:
–Performed previous exam (54%, 2)
–Nearest location (26%, 4)
–Referred by pilot (19%, 1)
•Year of most recent medical certification:
–45% 2014
–35% 2013
–14% 2012
–7% 2011
Survey responses are based on the airman’s MOST RECENT application for medical certification!
Bottom of list of reasons for selecting AME in 2014:
- 11% licensed to perform needed service (up 1)
- 8% earliest available appt ( 1)
-8% referred by flight instructor or school
-7% referred by doctor or previous AME (1)
-6% is my primary care doctor (1)
-6% Other reason (1)
-5% handles complex cases (not assessed in 2012)
-5% low cost (1)
-3% make quick certification decisions
-1% referred by airline or AME employed by airline
Next are the results, starting with trends in airmen satisfaction with AMCS.
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Trends in Airman Satisfaction
Rate | Trend | |
AME services (n=3,584) | 90% | 3 |
Exam appointment (n=3,616) | 88% | 1 |
Performance of MedXPress (n=3,151) | 72% | 6 |
FAA medical representative services (n=632) | 29% | 17 |
Listed highest to lowest rates of satisfaction. Smaller n for ‘FAA med representatives’ is a function of deferred applications.
Note: Twice as many airmen reported use of MedXPress in 2014 (2012 n=1,631), reflecting its mandated use.
Next is a look at rates of satisfaction by class of certificate.
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Satisfaction Rates (%) by Cert Class
Why Airmen Are Dissatisfied
Rate | Top 3 Reasons | |
AME services | 5% (3) | 52% - Certificate not issued during appointment 49% - Not informed of additional documents required by FAA to issue 43% - Other |
Exam appointment | 7% (3) | 57% - Certificate not issued during appointment 18% - Exam not thorough 17% - Not treated courteously/respectfully |
FAA medical representative services | 52% (15) | 57% - Poor communication of where app was in review process 56% - Review took too long 44% - Other |
Other responses for dissatisfaction with AME, Exam appt, and FAA med rep.
Quality of AME services (other responses)
•32% - not informed of status of application
•22% - not informed of required documents for exam
•21% - AME lacked knowledge of standards
Exam appt (other responses)
•9% - not examined in a professional manner
Services provided by FAA medical representative (other responses)
•40% - not adequately informed of requirements for documentation
•37% - denied
•37% - not informed of status of deferral
•33% - failed to explain required documentation
•13% - not treated with courtesy and respect
NOTE: ‘Other reasons’ held the 3rd position for dissatisfaction with quality of services provided by both the AME and FAA med rep
Next is Use of MedXPress.
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Use of MedXPress
•Of the applicants using MedXPress…
–72% were satisfied/very satisfied
•Only 6% of AMEs (n=119) reportedly did NOT access MedXPress during the exam – why:
–69% other reason
–21% AME did not require MedXPress
–5% did not have their confirmation number
–3% AME did not accept MedXPress
The rate of high satisfaction with MedXPress dropped 6 percentage points from 2012, with around twice as many users providing satisfaction ratings in 2014 (2012, n=1,631; 2014, n=3,151).
Removed:
70% had their expectations met by MedXPress
65% rated MedXPress performance good/excellent
‘Other reason’ (n=79) was selected most often (69%) as the reason AME did NOT access MedXPress during exam, regardless of the year certification was issued. However, the majority responding ‘AME did not require MedXPress’ were airman whose certifications were issued in 2013 or 2014.
Next up are applicant assessments of the AME.
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Percentage
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Use of MedXPress
2012 and 2014 comparison
Yes and No percentages EXCLUDE those who responded Do not remember.
Percent Yes is discussed in previous summary slide. Graph shown for detail.
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Use of MedXPress
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Percentage
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2012 and 2014 comparison
Sat/Very sat discussed in previous summary slide. Graph shown for detail.
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AME Performance
Were you told to bring the following to your exam appointment? | % No, but needed | % Yes | % No, not needed |
MedXPress confirmation number | 4 | 88 | 8 |
Valid photo ID | 7 | 79 | 14 |
MedXPress Summary Sheet printout | 7 | 72 | 22 |
List of meds | 9 | 68 | 24 |
Medical history details | 12 | 62 | 27 |
Current medical tests/labs | 12 | 40 | 49 |
Past medical tests/labs | 12 | 31 | 56 |
SI paperwork | 10 | 29 | 60 |
SODA paperwork | 10 | 12 | 78 |
*60% were asked to provide their MedXPress Summary Sheet before their appointment, and 28% of those were then asked to bring supporting documents to the appointment.
NOTE that all these percentages EXCLUDE those responding Do not remember.
NOTE that 8% said confirmation number not needed and 14% said valid photo id not needed; however, both are required.
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AME Performance
AME Performance
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AME Performance
2012* | 2014* | ∆ | |
Treated with courtesy/respect | 92 | 92 | -- |
Examined in a professional setting | 89 | 90 | 1 |
Information provided was accurate | 84 | 85 | 1 |
Provided all requested information | 82 | 84 | 3 |
Information provided in a timely manner | 82 | 84 | 2 |
AME charged appropriately for services | 71 | 75 | 4 |
Clearly explained airman responsibilities | 72 | 73 | 2 |
These are listed by 2014 rates of airmen indicating that the AME performed the behavior (considerable/great extent).
Item 17a through 17g ranked from high to low.
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Medical Certification Process
Vast majority of airmen whose applications were deferred were in contact with the FAA (RFS 16%, AMCD 61%, and OAM 7%) via Postal mail.
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Medical Certification Process
Reasons given by the 54% (n=1,909) indicating moderate, limited, or not at all:
•15% - deters pilots from applying
•14% - encourages pilots to be dishonest
•14% - exam not comprehensive
•10% - exam not thorough
•47% - provided other reason(s)
Based on most recent experience with your AME
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Closing Comments
•Clearly communicate required supporting medical documentation to airmen applicants.
–Inform AMEs of the value of requesting and reviewing the MedXPress summary sheet prior to an airman’s appointment to inform them of documentation to bring to their exam.
–Upon decision to defer to RFS or AMCD, applicants would like information of what and when supporting documentation is required.
•Rely on electronic media to share information with applicants on deferral status.
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Questions or Comments?
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