pilot satisfaction with the faa’s aerospace medical...
TRANSCRIPT
Presented to:
By:
Date:
Federal AviationAdministrationFederal AviationAdministration
Pilot Satisfaction With the FAA’s Aerospace Medical
Certification Services
ASMA Annual Meeting
October 26, 2010
May, 2013
Katrina Avers, Ph.D.
Brenda Wenzel, Ph.D.
Joy Banks, M.A.
Federal AviationAdministration
Pilot Satisfaction with the FAA’s AMCS
ASMA, May, 2013
Disclosure Information84th AsMA Annual Scientific Meeting
I have no financial relationships to disclose.
I will not discuss off-label use and/or investigational use in my presentation.
Federal AviationAdministration
Pilot Satisfaction with the FAA’s AMCS
ASMA, May, 2013
Talking Points
Survey Background
Survey Administration
Survey Results
Diagnosis
Survey Content
Federal AviationAdministration
Pilot Satisfaction with the FAA’s AMCS
ASMA, May, 20134
• Pilots are randomly sampled from the FAA’s database and invited to complete the survey.
• Results are used by the Office of Aerospace Medicine (OAM) to:– Improve the quality and delivery of medical
certification services provided to applicants, and
– Monitor change in satisfaction as a result of implemented improvements.
Survey BackgroundCAMI began assessing pilots’ satisfaction with
AMCS in 2006, and most recently in 2012.
Federal AviationAdministration
Pilot Satisfaction with the FAA’s AMCS
ASMA, May, 2013
Survey Content
• Demographics
• AME Services– Interactions with AME Office– Conduct of the physical examination– Processing of the application
• FAA Medical Certification Services– Interactions with FAA Medical Representatives– Use of MedXPress
Items covered most recent application experience and only asked to rate services that were provided.
Federal AviationAdministration
Pilot Satisfaction with the FAA’s AMCS
ASMA, May, 20136
Survey Administration• Pilots were randomly selected to participate, if in
the past 23 months:– they had applied for a Class I, II, or III medical
certificate, and– their medical certificate had been issued, deferred,
or denied.• The survey was accessible in three modes:
– personal computer,– mobile device, or – by requesting a mailed paper copy.
Last year, 10,281 invitations were sent out to pilots and 4,256 returns met criteria for inclusion.
Federal AviationAdministration
Pilot Satisfaction with the FAA’s AMCS
ASMA, May, 20137
Demographics: Regions Represented
53
217
536
684
141
504
820
575642
-50
50
150
250
350
450
550
650
750
850
AAL ACE AEA AGL ANE ANM ASO ASW AWP
Respondents
Federal AviationAdministration
Pilot Satisfaction with the FAA’s AMCS
ASMA, May, 20138
Demographics: Pilot Certificate Held
• Types of current pilot certificates:– Commercial pilot, 45.3%– Private pilot, 39.4%– Airline Transport pilot, 32.5%
• Types of current ratings:– Instrumental Flight Rules, 48.0%– Certified Flight Instructor, 28.2%– No rating, 23.9%
8
Of the 4,256 respondents, 20.5% work as full-time pilots, and 7.2% as part-time pilots
Federal AviationAdministration
Pilot Satisfaction with the FAA’s AMCS
ASMA, May, 2013
Demographics: Certificate Applied For
Class I20%
Class II29%
Class III51%
Federal AviationAdministration
Pilot Satisfaction with the FAA’s AMCS
ASMA, May, 2013
Demographics: Status of Certificate
Same Day Issue
59%Issued After Same Day16%
Deferred 15%
Denied 10%
Federal AviationAdministration
Pilot Satisfaction with the FAA’s AMCS
ASMA, May, 201311
AME Services: Satisfaction
94
87
94
87
0
20
40
60
80
100
Satisfied Neither Dissatisfied
Per
cen
t
Exam Appt (n=4174) Service Quality (n=4173)
Federal AviationAdministration
Pilot Satisfaction with the FAA’s AMCS
ASMA, May, 201312
FAA Services: Staff in Contact With Applicant
OAM-DC4%
RFS18%
AMCD-OKC78%
Federal AviationAdministration
Pilot Satisfaction with the FAA’s AMCS
ASMA, May, 201313
FAA Services: Satisfaction
37
17
46
1210
78
0
20
40
60
80
100
Satisfied Neither Dissatisfied
Per
cen
t
FAA Services (n=1546) MedXPress (n=1631)
Federal AviationAdministration
Pilot Satisfaction with the FAA’s AMCS
ASMA, May, 201314
Written Feedback
• Additional feedback provided by 1,495 applicants:
– 150 Compliments
– 618 Complaints
– 570 Recommendations
– 647 General Comments
Federal AviationAdministration
Pilot Satisfaction with the FAA’s AMCS
ASMA, May, 201315
Summary Report• The majority of pilots are satisfied with the AME
services they received, including the quality of their physical examination.
• Almost half of the pilots who interacted with FAA staff in the medical certification process were not satisfied with the quality of services they received, likely due to status of application and their satisfaction with FAA’s medical decision.
• MedXPress is being used increasingly and is receiving more positive responses.
Federal AviationAdministration
Pilot Satisfaction with the FAA’s AMCS
ASMA, May, 201316
Discussion and Questions
Thank you!