Our mission is to make a difference by caring for people in need. AMRâ€™s vision outlines the values that guide the company and its employees. Patients, customers, and communities experience peace of mind knowing AMR professionals are ready to serve when needed.
American Medical Response – 90 Years of Serving Our Community In 1922, all ambulance work in Seattle was performed by funeral homes, a common practice at the time. A group of concerned citizens felt this was a conflict of interest and approached the mayor to find a company that would provide ambulance services exclusively. He in turn approached Frank Shepard and Ben Buck, who were both in the business in Portland. Neither wanted to move to Seattle, so they flipped a coin. Shepard lost, packed up and moved to Seattle in 1923. He started Shepard Ambulance out of the county-city building in the Belltown area with just two ambulances. Shepard Ambulance then grew to serve not only the City of Seattle, but also King County. Today, 90 years later, it is the oldest ambulance company in the region – now owned and operated by AMR – and serves twelve Washington state counties with over 150 ambulances and more than 800 employees. Whether you’re a native or a new arrival to Seattle, the Shepard Ambulance history is fascinating. Some examples: When Group Health Cooperative first opened its doors roughly 50 years ago, Shepard was contracted as the cooperative’s ambulance service. This relationship remains strong today. In the late 60’s, Shepard collaborated with then-Bellevue Community College to start the region’s first class to train emergency medical technicians. The three-month program taught technicians how to care for patients in the field —stopping bleeding, resuscitation, etc. Today AMR has one of the most successful EMT training programs in the region. The City of Seattle launched the Medic One program in 1970. While many private ambulance operators in the city saw this new service as a threat, Shepard Ambulance worked with the city to support it and continues this relationship today.
This year we celebrate 90 years of serving the people of our communities. Our mission is to “Make a Difference by Caring for People in Need.” We do this every day by listening to and understanding our patient and customer needs, providing caregivers who are compassionate and professional, and using state-of-the-art tools and best practices. Our patients benefit from expert medical care because we are committed to continuous improvement. “Patient Focused, Customer Centered and Caregiver Inspired,” are our guiding principles. We have been successful at serving our community for these last 90 years because of our amazing caregivers. These EMTs, paramedics, nurses, dispatchers, and support staff bring diverse backgrounds and capabilities. Many have decades of experience serving our communities, including several with more than 35 years working with AMR. Today, AMR is the most frequently requested medical transportation provider for inter-facility and fire department emergency responses in the greater Seattle area. Because of our availability, responsiveness and quality, we are the provider of choice for many regional agencies and institutions. As we look into the future, AMR will continue to be a devoted partner in serving our patients, customers, and communities. We are proud of our team and the critical service they deliver, and hope this report does justice to the hard work and dedication of the AMR family. Respectfully,
Gil Glass General Manager
From two ambulances in Seattle to a statewide presence. 90 YEARS OF LOCAL SERVICE In the 90 years since Frank Shepard started the company with two ambulances in Seattle, American
in 1943, to the adoption of GPS technology in 1993,
Medical Response has grown in this region to serve
to the new power stretchers we recently added to
twelve Washington counties with a fleet of more
reduce back injuries among our emergency medical
than 150 ambulances and more than 800 highly
technicians, paramedics and nurses.
trained employees. Throughout the years, we have pioneered new Our roots run deepest in Seattle, where we have
techniques in emergency medical care. In 1963,
served continuously since 1923. In a cooperative
we partnered with the University of Washington
relationship with the Seattle Fire Department dating
and Bellevue Community College – now known
back to 1969, we now provide over 28,000 patient
as Bellevue College – to begin the first EMT
transports a year. We have also been an active
course in Washington.
contributor to the growth and excellence of the emergency medical system and a partner in the
In 1978 we created the first mobile critical care
greater health care community.
ambulance with nursing staff in the state, allowing for the transfer of intensive-care patients from
Shepard Ambulance became part of the AMR
one hospital to another. Over the years, we have
family in 1997, strengthening our local roots with
expanded that program to include the transfer of
the reach and resources of a national company.
high-risk pediatric and obstetrical patients.
AMR’s local and national success allows us to continually invest in our Washington operations
We also partner the Valley Regional Fire Authority,
and bring an unparalleled level of service to our
King County Zone One fire departments, and South
patients and customers.
King County Fire and Rescue. We currently provide service in Snohomish, Pierce, Thurston, Cowlitz,
We have added technological improvements to our
Lewis, Clark, Grant, Spokane, Yakima, Benton and
fleet, dating from the introduction of radio dispatch
Frank Shepard sits in his
Shepard Ambulance opens in Seattle at 12th and Marion on Capitol Hill.
horse-drawn ambulance in the early 1920’s.
Shepard Ambulance crew demonstrates an early Heart Lung Resuscitator (HLR). The cylinder on the patient’s chest
Shepard Ambulance provides dedicated ambulance services for the World’s Fair in Seattle.
1950’s - Shepard Patch
1985 - Shepard Patch
provided automatic CPR through an attachment to the ambulance crew’s oxygen tank to provide pressure.
2013 - 90th Anniversary Patch
Shepard Ambulance drivers and a manager
Sciences and titled â€œAccidental Death and
stand by their fleet of Cadillac ambulances.
Disability: The Neglected Disease of Modern
During this decade, the first EMT classes
Society,â€? the paper stated that in 1965 there
started in an effort to improve pre-hospital
were 52,000,000 accidental injuries. Of these
care, for which there was a clear and abundant
accidental injuries there were 107,000 killed,
need as was shown by the Emergency
more than 10 million disabled and 400,000
Medical Services white paper written in
permanently impaired. The estimated costs
1965. Published by the National Academy of
were $18 billion ($120 billion in 2013 dollars).
AMR is one of the nation’s most admired companies because of the pride of its employees, its loyal customers, its clinical leadership, and its financial success. Our employees are trusted experts, empowered to serve people with compassionate care
and innovative solutions. As the Basic Life Support transport provider for the City of Seattle, we support local fire departments and hospitals by guaranteeing quality, trusted, and reliable service to our region’s residents and visitors.
A COMMITMENT TO CUSTOMER SERVICE AMR delivers the highest level of patient care. We provide ongoing customer service training to every employee and we monitor customer care at every level of the organization. AMR takes extra measures to ensure patients’ rights are maintained at all times. An array of innovative AMR programs meet specific needs of people in our community, such as the Sentimental Journey program, which provides transport for terminally ill or bed-confined patients to events and important places on special occasions. We also have a program that provides immunizations for Seattle’s homeless population.
THE BEST IN THE BUSINESS Our people set us apart. AMR has one of the most experienced, well trained, and dedicated teams in the industry. Our workforce is highly tenured and committed to delivering the highest quality care of any ambulance provider. AMR’s recruitment, screening, and orientation programs ensure we provide the best people in the business to serve our patients and support our employees in the field.
FISCAL SUSTAINABILITY AMR has proven financial strength and a sustainable business model that ensures we can continue to provide exemplary service. AMR has significant reserves of net working capitalâ€”an amount unparalleled in the ambulance industry. This allows us to responsibly manage expansion and quickly invest in the equipment, hardware, software, and personnel necessary to start new ventures.
RAPID RESPONSE AMR provides a high level of response time compliance, averaging a 6 minute response time for Seattle fire requests. We analyze our deployment on an ongoing basis to ensure resources are available throughout our service areas, paying particular attention to volume history at specific locations and access to major traffic arteries, as well as mitigating obstacles such as drawbridges, railroad tracks, and construction.
TAKING SAFETY SERIOUSLY AMR has a rigorous program that ensures the safety of our employees, patients, and the communities we serve. Our Safety and Illness Prevention Team identifies and controls occupational safety and health standards, guarantees safety in the handling of every patient, and incorporates policy and initiatives that address vehicle safety, hazardous materials, emergency response, fire prevention and much more.
AMR IN OUR COMMUNITY Above all else, AMR is committed to the people we
exceptional customer service year after year. Our
serve. We are dedicated to our mission of caring for
caregivers and support professionals stay involved with
those in need when serving Seattle residents and
customers, contributing to the health and well-being of
visitors. As neighbors who live and work in the region,
our patients and the community.
we are a strong and dependable community partner. Our customers count on and appreciate our reliability,
Locally, AMR is honored to employ some of the finest
the quality of medical care we provide, our dedication
EMS caregivers in the nation. AMR encourages and
to relationships that benefit all, and the efficiency with
celebrates the level of initiative taken every day by our
which we operate.
crews. These dedicated men and women inspire us all through their selfless acts both on and off the job. We
Our persistent commitment to patient care has made
work closely with fire departments and area agencies to
AMR an integral service provider to many cities,
offer valuable programs to build relationships between
hospitals, and skilled nursing facilities in the region.
EMS systems, the health care community, and area
We value our long-standing relationships with our local
residents and visitors. We take pride in the roots we have
healthcare partners and our patients, and it is through
established in Seattle and the contributions we continue
these collaborative efforts that we are able to deliver
to make throughout the region.
As the only private, accredited communications center in the Puget Sound region, our state-of-theart call and dispatch center ensures that we can respond to emergencies as quickly and accurately as possible. Offering exceptional customer service, our highly trained employees are there for patients in need 24 hours a day, 365 days a year.
AMR partners with both Seattle Children’s and Swedish Hospitals to provide transport of neonatal and pediatric patients throughout the greater Puget Sound Region. These critical care ambulances are specifically designed to assist infants in need of advanced care and transportation. Through these partnerships, Children’s, Swedish and AMR currently transport nearly 500 patients annually.
Every holiday season AMR caregivers collect toys for the U.S. Marine Corps Reserve’s Toys for Tots program. Last year, AMR Seattle collected more than eight ambulances full of toys.
AMR was proud to host Autism Speaks 2013, an event that brings awareness and support to the Autism Association. Inspired by an AMR EMT with children on the autism spectrum, AMR ambulances were adorned with Autism Speaks decals to help promote the cause.
AMR operations – locally and across the nation – hold fundraising events, create special vehicles to raise awareness, and honor friends and loved ones in recognition of Breast Cancer Awareness Month.
AMR’s cct program 35 years strong This year also marks the 35th anniversary of AMR’s Critical Care Transport (CCT) program. As medical technologies advanced, patients began to require critical care transportation between facilities to receive CT scans, MRIs, and Cardiac Catheter services. Thirty-five years ago, Shepard Ambulance paired a nurse with an EMT, creating the first CCT unit in Seattle. Today, AMR operates 9 CCT units at peak, with a staff of 24 RNs. CCT ambulances are intensive care units on wheels, providing the most clinically sophisticated level of ambulance service available. These units are used
Our teams are qualified and prepared to make split-
to transport critically ill patients between critical or
second, medically appropriate treatment decisions
intensive care units, while providing constant medical
while in transit. CCT ambulances carry an extensive
attention throughout the journey. Each CCT team
inventory of medical equipment—similar to that found
includes a registered nurse with advanced training and
in an ICU, but designed to be used under the rigors of
certification in caring for patients during transport.
a mobile environment.
EQUIPMENT ENHANCEMENTS AMR continually seeks and implements the latest advancements in technology for our ambulances, deployment planning, medical equipment and fleet diagnostics tools. Recently, AMR ambulances were equipped with Stryker PowerPro XT gurneys, which can be raised and lowered by hydraulic power. The switch to battery-powered lifting gurneys is intended to reduce employee injuries and improve patient comfort and safety. Stryker Stair-Pro stair chairs are also being used to assist in moving patients up and down stairs with ease. We’re committed to providing an environmentally friendly and economically responsible approach for our fleet operations in Seattle. Working with the nation’s leading equipment manufacturers, AMR is driving the case for ‘green’ alternatives whenever possible.
IN RURAL PIERCE COUNTY, AMR HELPS KEEP CITIZENS SAFE Today, AMR provides secondary emergency medical services for many of its customers in Washington, working in cooperation with local fire departments. But in rural Pierce County, it serves as the primary provider for a cooperative partnership of communities, including Greenwater, Carbonado, and the City of Buckley.
frequently require emergency assistance in remote and challenging circumstances. With AMR’s help,
The City of Buckley’s cooperative operating
the county is able to provide and sustain services for
agreement with AMR has produced a number of
these vast and popular destinations.
successes for the city, including response goals being met and an efficient and cost-effective emergency medical service program for the community. Not only do the citizens of Buckley benefit from the cost-effective model, the quality of service available in the city is exceptional.
As an organization that is dedicated to its patients, customers and caregivers, AMR continues to seek avenues to integrate even further into the communities in which we operate. The collaborative relationship that AMR has with the City of Buckley and other partners in the region
The partnership in Pierce County also covers a broad
is just one example of the efforts taken to ensure
area that includes the Crystal Mountain ski resort
the best service is being met for customers
and parts of Mount Rainier National Park, which
throughout the Pacific Northwest.
OUR LOCAL PARTNERSHIPS AMRâ€™s support of local fire departments allows fire
We offer citizens a trusted, reliable and accountable
fighters and 911 paramedics to quickly and seamlessly
system-specific experience. We continue to expand
focus on emergencies and other major events. We
our regional EMS and BLS knowledge and resources
work directly with these fire departments to improve
throughout the area.
service for residents and visitors. We build partnerships by providing quality patient care and focusing on professionalism, communication and collaboration. When an EMS team succeeds, patients and entire communities benefit.
AMR also provides ground transportation for Airlift Northwest crews when they touch down at Boeing Field, the Harborview Helipad, and other landing points. Airlift is the premier rotary and fixed-wing air ambulance company in the Northwest. AMRâ€™s role is to provide ground transport and support for the Airlift teams when they are transporting patients to area hospitals. AMR and Airlift work closely in training, safety and patient transportation.
AMR ambulances work in tandem with the City of Seattle Fire Department to aid and transport the sick and injured.
AMR SERVICE AREAS
WASHINGTON COUNTIES SERVED BY AMR NORTHERN PACIFIC REGION Whatcom
AMR serves 12 major
an average of 125,000
Mason Grays Harbor Kittitas Thurston
Cowlitz Skamania Klickitat Clark
AMR provides services in more than 2,100 communities nationwide in 40 states and the District of Columbia.
United States of America
200,000 transports per year.
States SERVED BY AMR
transports annually. Statewide, AMR handles
counties in Washington. AMR Seattle dispatches
AMR National By the numbers 16,458 employees
2,100 communities =100
4,270 vehicles =1,000 =100,000
Our national headquarters supports more than 200
In Seattle and King County, AMR benefits from the
to Miami and hundreds of communities in between.
expertise and resources of our national organization,
Weâ€™ve built our reputation by focusing on strong local
Envision Healthcare. Nationally, our company has
leadership and by creating a deep connection with
extensive experience serving a variety of communities
every community we serve. All across the country,
using different models and systems. In Seattle, we
our focus is clear. We are Patient Focused, Customer
can tap into this range of expertise to support system
Centered, and Caregiver Inspired. We embrace
improvements and to ensure the use of best practices
these values on every call we respond to, in every
throughout our operations.
community we work in, on every day of the year.
community-based AMR operationsâ€”from Seattle
AMR, serving you now and in the future
Iâ€™ve worked here for 35 years as an EMT, field training officer, field supervisor and communications director. I wouldnâ€™t work anywhere else. AMR
The entire AMR team is committed to serving our patients and health care partners with the best possible care. Weâ€™re an experienced team of professionals focused on improving quality and efficiency and dedicated to reducing costs. We are
has supported me personally and
honored to have earned the enduring trust
professionally for many years. I love
of the communities we serve.
having a job where I can give back to
Our Seattle team is proud to work for a
my fellow employees and patients.
company that has served Seattle and King
- Greg Sim, Chief Operations Supervisor
County for 90 years and counting.
Patient Focused. Customer Centered. Caregiver Inspired.
13075 Gateway Dr. S. Suite 100 Seattle, WA 98168 206.444.4440 www.amr.net