Presented to:

By:
Date:
Federal Aviation
Administration
Federal Aviation
Administration
Pilot Satisfaction With the
FAAs Aerospace Medical
Certification Services
ASMA Annual Meeting
October 26, 2010
May, 2013
Katrina Aers, P!"D"
Brenda #en$el, P!"D"
%oy Ban&s, M"A"
Federal Aviation
Administration
Pilot Satis'action (it! t!e )AA*s AM+S
ASMA, May, 2013
Disclosure Information
84
th
AsMA Annual Scientific Meeting
I have no financial relationships to disclose.
I will not discuss off-lael use and!or
investi"ational use in m# presentation.
Federal Aviation
Administration
Pilot Satis'action (it! t!e )AA*s AM+S
ASMA, May, 2013
$al%in" Points
Surve# &ac%"round
Surve# Administration
Surve# 'esults
Dia"nosis
Surve# Content
Federal Aviation
Administration
Pilot Satis'action (it! t!e )AA*s AM+S
ASMA, May, 2013
4
,
Pilots are rando-ly sa-.led 'ro- t!e )AA*s
database and inited to co-.lete t!e surey"
,
/esults are used by t!e O''ice o' Aeros.ace
Medicine 0OAM1 to:
2
3-.roe t!e 4uality and deliery o' -edical
certi'ication serices .roided to a..licants, and
2
Monitor c!ange in satis'action as a result o'
i-.le-ented i-.roe-ents"
Surve# &ac%"round
CAMI e"an assessin" pilots satisfaction with
AMCS in ())*+ and most recentl# in (),(.
Federal Aviation
Administration
Pilot Satis'action (it! t!e )AA*s AM+S
ASMA, May, 2013
Surve# Content
,
De-ogra.!ics
,
AM5 Serices
2
3nteractions (it! AM5 O''ice
2
+onduct o' t!e .!ysical e6a-ination
2
Processing o' t!e a..lication
,
)AA Medical +erti'ication Serices
2
3nteractions (it! )AA Medical /e.resentaties
2
7se o' Med8Press
Items covered most recent application e-perience
and onl# as%ed to rate services that were provided.
Federal Aviation
Administration
Pilot Satis'action (it! t!e )AA*s AM+S
ASMA, May, 2013
6
Surve# Administration
,
Pilots (ere rando-ly selected to .artici.ate, i' in
t!e .ast 23 -ont!s:
2
t!ey !ad a..lied 'or a +lass 3, 33, or 333 -edical
certi'icate, and
2
t!eir -edical certi'icate !ad been issued, de'erred,
or denied"
,
9!e surey (as accessible in t!ree -odes:
2
.ersonal co-.uter,
2
-obile deice, or
2
by re4uesting a -ailed .a.er co.y"
.ast #ear+ ,)+(/, invitations were sent out to pilots
and 0+(1* returns met criteria for inclusion.
Federal Aviation
Administration
Pilot Satis'action (it! t!e )AA*s AM+S
ASMA, May, 2013
7
Demo"raphics2 'e"ions 'epresented
13
(,4
13*
*/0
,0,
1)0
/()
141
*0(
-1)
1)
,1)
(1)
31)
01)
11)
*1)
41)
/1)
AA. AC5 A5A A6. A75 A7M AS8 ASW AWP
'espondents
Federal Aviation
Administration
Pilot Satis'action (it! t!e )AA*s AM+S
ASMA, May, 2013
8
Demo"raphics2 Pilot Certificate 9eld
,
9y.es o' current .ilot certi'icates:
2
+o--ercial .ilot, :;"3<
2
Priate .ilot, 3=":<
2
Airline 9rans.ort .ilot, 32";<
,
9y.es o' current ratings:
2
3nstru-ental )lig!t /ules, :>"0<
2
+erti'ied )lig!t 3nstructor, 2>"2<
2
?o rating, 23"=<
8
8f the 0+(1* respondents+ ().1: wor% as full-time
pilots+ and 4.(: as part-time pilots
Federal Aviation
Administration
Pilot Satis'action (it! t!e )AA*s AM+S
ASMA, May, 2013
Demo"raphics2 Certificate Applied For
Class I
():
Class II
(;:
Class III
1,:
Federal Aviation
Administration
Pilot Satis'action (it! t!e )AA*s AM+S
ASMA, May, 2013
Demo"raphics2 Status of Certificate
Same
Da# Issue
1;:
Issued
After
Same
Da#
,*:
Deferred
,1:
Denied
,):
Federal Aviation
Administration
Pilot Satis'action (it! t!e )AA*s AM+S
ASMA, May, 2013
11
AM5 Services2 Satisfaction
;
0
/4
;
0
/4
)
()
0)
*)
/)
,))
Satisfied 7either Dissatisfied
P
e
r
c
e
n
t
5-am Appt <n=0,40> Service ?ualit# <n=0,43>
Federal Aviation
Administration
Pilot Satis'action (it! t!e )AA*s AM+S
ASMA, May, 2013
12
FAA Services2 Staff in Contact With Applicant
8AM-DC
0:
'FS
,/:
AMCD-8@C
4/:
Federal Aviation
Administration
Pilot Satis'action (it! t!e )AA*s AM+S
ASMA, May, 2013
13
FAA Services2 Satisfaction
34
,4
0*
,(
,)
4/
)
()
0)
*)
/)
,))
Satisfied 7either Dissatisfied
P
e
r
c
e
n
t
FAA Services <n=,10*> MedAPress <n=,*3,>
Federal Aviation
Administration
Pilot Satis'action (it! t!e )AA*s AM+S
ASMA, May, 2013
14
Written Feedac%
,
Additional feedac% provided # ,+0;1
applicants2
2
1;0 +o-.li-ents
2
61> +o-.laints
2
;@0 /eco--endations
2
6:@ Aeneral +o--ents
Federal Aviation
Administration
Pilot Satis'action (it! t!e )AA*s AM+S
ASMA, May, 2013
15
Summar# 'eport
,
9!e -aBority o' .ilots are satis'ied (it! t!e AM5
serices t!ey receied, including t!e 4uality o'
t!eir .!ysical e6a-ination"
,
Al-ost !al' o' t!e .ilots (!o interacted (it! )AA
sta'' in t!e -edical certi'ication .rocess (ere not
satis'ied (it! t!e 4uality o' serices
t!ey receied, li&ely due to status o' a..lication
and t!eir satis'action (it! )AA*s -edical
decision"
,
Med8Press is being used increasingly and is
receiing -ore .ositie res.onses"
Federal Aviation
Administration
Pilot Satis'action (it! t!e )AA*s AM+S
ASMA, May, 2013
16
Discussion and ?uestions
$han% #ouB