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!