American Ambulance's guiding principle is Complete Customer Care.   The following customer rights are guaranteed:

• The customer has the right to receive personalized care with compassion, respect, and concern for privacy and to be treated by professionals who have been trained to go above and beyond their medical job duties to render Complete Customer Care.

• The customer has the right to receive fast, effective medical treatment, emotional support, and safe transport to the health care facility of his/her choice, or as specified by EMS Agency Policy and Procedures, regardless to his/her ability to pay.

• The customer has the right to an open line of communications with paramedics regarding his/her condition and circumstances surrounding the emergency and to have all questions answered promptly and completely.

• The customer has the right to refuse treatment and/or ambulance transport, and have the possible medical consequences of this decision fully explained by the paramedic, as provided by law.

• The customer has the right to have all communications and records pertaining to his/her care treated in a confidential manner.

• The customer and/or the customer's representative has the right to receive a thorough explanation of the ambulance bill, regardless of payment source.

• The customer has the right to expect that their insurance or other third party payer will be billed directly, when appropriate and to know that business office representatives may develop a personal payment schedule to fit their budget for the remaining balance, if necessary.

• The customer has the right to know that his/her medical records will be retained, receive confidential treatment, and be available for review, as required by law.

• The customer has the right to expect Complete Customer Care throughout all interactions with American Ambulance employees and representatives.