At the , Page Wolfberg & Wirth Advisory Group鈥檚 all-day workshop for EMS leaders, chiefs, HR managers and compliance professionals, Catherine Kuhlmann delivered a keynote that resonated with every attendee in the room.
With her extensive experience as a firefighter-paramedic and former EMS chief, along with a background as a municipal judge, Kuhlmann offered a perspective on customer service that transcended the usual conversation about patient care. 鈥淭he why factor: How customer service shapes healthcare and community impact,鈥� focused on how each team member 鈥� whether on the front lines or in administrative roles 鈥� has a pivotal part to play in shaping their agencies and communities.
The ABC 360 Conference is designed to provide EMS leaders with the tools to spot emerging trends and shape the future of their organizations.
Kuhlmann鈥檚 keynote did just that, urging leaders to think proactively about the service they provide both to their patients and to each other. Here are the 5 key takeaways from her powerful presentation.
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1. Everyone plays a role in quality care
Kuhlmann kicked off her talk by emphasizing that no one is exempt from contributing to quality patient care. Whether you鈥檙e an EMT on an emergency call, an HR manager handling staffing or an agency chief making high-level decisions, every member of the team plays a vital role. Kuhlmann encouraged the audience to see themselves not only as caregivers to patients but as customers of one another within their agencies and communities. The success of the EMS system is built on the recognition that every piece, no matter how small, contributes to the overall outcome.
2. Empathy is key
While technical expertise is crucial in EMS, Kuhlmann reminded the audience that the true differentiator in healthcare is empathy. She boldly stated, 鈥淚鈥檇 hire someone with compassion over someone with skill any day.鈥� The message was clear: EMS professionals must not only master their technical skills, but also understand the emotional and psychological toll that their patients, families and even colleagues may be experiencing. Small, compassionate gestures 鈥� a kind word or a simple act of care 鈥� can leave a lasting impact and can sometimes be more important than the medical intervention itself.
3. Networking is proactive, not reactive
Kuhlmann stressed the importance of networking long before a crisis hits. She shared an anecdote about working with a fellow chief during the COVID-19 pandemic, where they collaborated to solve critical supply chain issues. 鈥淵ou need to start building these connections today, not when disaster strikes,鈥� Kuhlmann urged. Networking is not just about responding to a crisis; it鈥檚 about creating strong, proactive relationships with colleagues and external partners, so when problems arise, you have a network of support already in place.
4. Internal culture shapes external service
Kuhlmann鈥檚 talk also emphasized that great customer service begins within the organization. EMS leaders must create a culture where employees feel respected, valued and heard. She urged EMS leaders to engage with their teams, resolve issues before they escalate and ensure that everyone in the organization feels supported. A healthy internal culture leads to employees who are more invested in delivering exceptional service to the public. 鈥淵our people are your customers too,鈥� Kuhlmann said, reminding the audience that how we treat each other internally is reflected in the service we provide externally.
5. Take ownership of your agency鈥檚 future
Finally, Kuhlmann challenged the audience to actively shape the future of their agencies rather than waiting for external forces to dictate their direction. She encouraged leaders to take ownership and responsibility for their organizations, to be proactive in identifying trends, and to foster a culture of collaboration that will drive positive change. In her view, EMS leaders are not just responders 鈥� they are the architects of their agencies鈥� future. By embracing this responsibility, leaders can make an enduring impact on both their teams and the communities they serve.
Culture of empathy
Kuhlmann鈥檚 keynote at the XI Conference was a powerful reminder that EMS professionals must go beyond technical skills to truly impact their communities. Her message was clear: everyone 鈥� from the front-line providers to the administrative staff 鈥� has an integral role in shaping the future of EMS. By fostering a culture of empathy, engagement and proactive networking, EMS leaders can not only navigate today鈥檚 challenges but also create a more connected, resilient system for the future.
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