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PM-14: Complaints and Customer Satisfaction

Metric Description: Refers to the reduction in the number of valid complaints recorded by HIRTA and satisfaction with driver/HIRTA related to medical transportation needs. It is measured as follows:

• Reduction in the number of complaints from the baseline measure or achieve a target number of complaints per month.

Target:

• Up to 25% reduction in the number of valid complaints during evaluation period or achieve a target of no more than 5 valid complaints per month.
• Clarification: Given the lack of Health Connector complaints at the beginning of the evaluation period, a baseline for reduction comparison was not available. Therefore, the HIRTA team’s performance measurement target is focused on the target of less that 5 Health Connector complaints per month.

Data source: Complaint data is collected by means of phone, email, and driver reports. Health Connector complaints are any complaint filed that relates to a Health Connector trip.

Update frequency: Monthly

Updated: August 2026

Performance measure dashboard

Click on the below buttons to be taken to the page for each performance measure.

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