Dispatch 012518

JANUARY 26, 2018

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ALTERNATIVE RESPONSE TIME CHARTER Reason for the Effort: Currently, Medic’s protocols require a Charlie response to calls for service from referring agencies (CMPD, CFD, County departments, County/Town PDs, SHP). These calls total approximately 1,400 responses/month (16,740/ year), of which, 54% result in patient initiated refusals or cancellations. The purpose of this project is to reduce responses to requests initiated by referring agencies by 37 percent by 3/30/2018. This would be equivalent to a 5% reduction of total Agency responses (~518 calls/month, ~6,194 calls/ year).

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47 - Gunshot Wound 29e - Traffic accident/Entrapment 29o - Traffic Accident/Overturned 29p- Traffic Accident/Pin in 49 - Pedestrian struck

Main Objective: This project will reduce responses to requests initiated by referring agencies through the development of a new process that considers patient safety, default response priority, and needs of all stakeholder agencies.

The selection criteria for a delayed dispatch are based on the information provided by referring agencies. The current inclusion selection criteria are: • Requests from CMPD (on scene and enroute) • CFD (enroute ONLY) • Requests inside Charlotte city limits The current exclusion criteria are based on problem nature, priority symptoms, and when a clear request for a transport is needed. Examples are: By the following problem natures: • 06 - Breathing Problems • 09 - Cardiac/Respiratory Arrest • 10 - Chest Pain • 27 - Stab wound

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By the following priority symptoms as communicated by CMPD or CFD: • Altered level of consciousness • Difficulty breathing • Serious Hemorrhage • Chest pain • Any information that the Medical Priority Dispatch System considers a reason for increased response levels.

By a clear request for a transport from any source.

• Ex: CMPD requesting the transport of a psychiatric patient from Mental Health to CMC Main.

For more information contact the Don Robinson, project team lead at donr@medic911.com

PERIOD 2 (11/1/17 - 2/28/18) WEEKLY RESULTS THRU’ 1/19/18

EST. PAYOUT : $850 FINANCIAL STANDING VS. BUDGET (GOAL: > 0.25%)

QUALIFYING CRITERIA Budget, Patient Satisfaction and Total Task Time goals must be met to turn on Performance Pay. If one of these three goals is not met, Performance Pay will not be paid.

ON TARGET

PATIENT SATISFACTION RATED AS “EXCELLENT” 63%

(GOAL: > 50%; LOW: 50%-59%; MID:60%-64%; HI: > 65%)

TOTAL TASK TIME

67:02

(GOAL: < 70:00; LOW: 69:00-70:00; MID: 68:01-68:59; HI: < 68:00)

$0

$150 $300

$0

$150 $300

AGENCY DRIVER SAFETY SCORING AVERAGE (GOAL: > 8%) 9*

PERFORMANCE CRITERIA ($100 EA.)

CMED MPDS HIGH COMPLIANCE (GOAL: > 70%) 73%

RESPONSE TIMES P1: 96.42%/P2: 95.93% (GOAL: P1, P2: > 90%; P3: > 85%) P3: 92.33%

P1 TRAUMA SCENE TIMES (GOAL: < 10:00) 7:34 *Driving Score as of 12/29/17

The latest Performance Pay Tracking Period began on November 1. We are striving to meet the Patient Satisfaction goal of a ≥ 50% rating (experience as “Excellent”). In order to create a comfortable margin of performance, while continuing to improve the patient experience, we would like to share some feedback from recent patient focus groups.

The two areas that patients value the most are: 1. Communication from the treating crew:

“Explain treatment options and procedures”

“Provide reassurance and compassionate communication with the patient”

SEPTEMBER 2014

2. Setting clear expectations:

“Set transport length expectation”

“Set a triage level expectation before arriving at the hospital”

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For more information, email Michael Stanford at michaels@medic911.com

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GATE This has been a very exciting week as we continue transitioning into our new building. The punch list continues to be developed and addressed and great ideas are coming from all corners of the Agency. Thank you for your continued patience as we work through these next few weeks and acclimate to our new surroundings.

One reminder on a new process that we are all responsible for: Please be sure that when you are entering OR exiting through the gates – stop once you safely clear the gate and wait for it to close behind you. This will stop vehicles from drafting you into our parking lot in addition to preventing vehicles from entering through the exit lane once you clear the gate while leaving the property.

No matter how great the security features of this property are, they won’t meet our needs if we don’t all do our part and follow the new processes.

CONFERENCE ROOM RESERVATIONS One of the benefits of the new building is a significant increase to the number of meeting spaces available to people. It is still important, though, to reserve this meeting space so multiple groups don’t find themselves trying to use the same space at the same time. With this in mind – the IT team has set up every meeting space in the building as a user in outlook. To reserve a space, simply invite the room to your meeting and it will either decline or accept your meeting request via an email notification. Once you have successfully invited a room to your meeting, it will not accept a conflicting request from someone else.

Some important points related to this process: • If you’re the meeting organizer, you may find it easier to check the availability of a given meeting space prior to sending the meeting invite to the entire team. This way, if the room is already booked, you can adjust without having to notify everyone on the team of the adjustment.

• You will find these meeting spaces listed in the outlook directory under two primary categories: “Classroom” and “Conf room”.

The classrooms refer to the training room spaces upstairs and down.

The Conf rooms refer to actual meeting rooms

Each has the actual room number listed as it can be found on the placard at each entry way • If you are in a meeting space that you have not properly reserved in outlook – you will need to yield the space to any team that shows up with a confirmed reservation • If you reserve a meeting space for a period of time – it is expected that you will actually use it as reserved SEPTEMBER 2014

To this point – please be courteous to your co-workers and do not lock down space on a

perpetual calendar basis unless you are absolutely certain you will be using it as reserved Please email Jeff Keith at jeffk@medic911.com if you have any questions on either process.

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COMPLIANCE CLASS TRAINING Corporate Compliance training is offered online via the LMS. You can go into the Computer Lab (formerly the Corporate Compliance classroom) or at your desk to complete the training.

• Password resets will only occur during business hours • You must be sure that you have your correct login information before attempting to complete work in the lab

In order to successfully complete this LMS training, please be aware of the following:

For complete instructions, visit https://www.medic911.com/extranet/my-medic/corporate-compliance

Passwords and Login It is your responsibility to ensure that you have access to the Success Factors Learning Management System (LMS). You will need to log into the LMS to complete your compliance training and to set up your fit testing/TB test, if applicable.

If you have never logged into the LMS then you will do the following: • Go to: https://medic911.plateau.com • User ID: Employee ID number with preceding zeros if applicable • Default Temporary Password is: ‘medic911’ If you have forgotten your password please use the “forgot password’ function. If that fails then contact Elisabeth Mitchell at elisabethm@medic911.com.

If you have Corporate Compliance content questions, contact Pam Jackson at pamelaj@medic911.com. For technical questions, contact Elisabeth Mitchell elisabethm@medic911.com.

ATTENDEES Daniel Baffaro, Joshua Baun, Thomas Brake, Lee Brown, Renee Canup, Anthony Carriker, Patrick Crane, John Fisher, Jeffrey Franz, Elijah Gamble, David Garber, Ralph Giuliano, Kathy Houston, Christy Iyoob, Pamela Jackson, Shawn Kerley, Allison Kerley, Jonathan Konecny, Michael Macho, Tracy Martin, Brian Murphy, Thomas Neugebauer, Jamal Peay, Jose Rivera, Toby Robinson, Benjamin Shaw, Karen Sherard, Aaron Shreffler, Heather Smith, Stacen Smith, Sharon Taulbert, Trevor Taylor, Sarah Walser and Jonathan Wise.

February 2018

• In-service dates coming soon.

• Calendar week starts on Monday.

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SAFE TEEN 0700 - 1300

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28 SAFETY MEETING 1300 - 1500

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VitaMin Vital health information in a minute

Listen to your body Is your body trying to tell you something? Check out this list of clues to find out.

Excessive sweating

Chapped lips

Breaking a sweat is the body’s way to keep you cool.

Sometimes sweating can be triggered by stress or hormone changes such as menopause, which is perfectly normal. What if you sweat all the time for no reason?

This may be hyperhidrosis, a condition that can be helped by medical treatment.

Chapped lips may be a sign that you’re dehydrated.

Taking certain medicines can also cause dry mouth and chapped lips.

Quick tip: Stay cool by dressing in breathable clothing and use deep breathing to reduce sweat caused by stress.

Quick tip: Drink more water throughout the day.

Warning: See your doctor if you have severe symptoms or sores on your mouth that don’t heal within a few weeks.

Gnarly nails

Warning: Sudden heavy sweating could be a symptom of a heart attack. Always listen to your body and don’t hesitate to call for help if you think you may be having a heart attack.

Stress, aging, poor nutrition, certain medications, diseases and other factors can affect your nails. In rare cases, brittle nails could signal that you’re lacking important nutrients like biotin, iron or zinc.

Dark urine

Quick tip: Cleaning products, nail polish removers and other chemicals can damage your nails. If that’s the case, moisturizing your nails and wearing gloves while cleaning can help.

When your urine is pale yellow in color, that’s a good sign. Dark-colored urine usually means you’re not drinking enough water.

Quick tip: Drink more water and see if anything changes.

Warning: If your urine is pink to reddish in color, it could be a sign of a bladder infection or issues with your kidneys or prostate. It might also be due to something you ate or a medication you’re taking. If you have any concerns, check with your doctor.

Warning: Significant changes in the color of nails (yellow, brown, green or bluish-gray), peeling or pitting of nails can be a sign of something more serious.

What else do you notice about your body? Are you dealing with stress, fatigue, frequent headaches, pain, digestive and other issues? Sometimes these clues help uncover a problem that can be improved with treatment or by making a few simple changes in your life.1

Source: 1. Cleveland Clinic. “Your Body Holds Important Clues to Your State of Health.” https://health.clevelandclinic.org/2015/10/body-holds-important-clues-state-health/ (last reviewed/updated October 20, 2015) This is intended to be general health information and not medical advice or services. You should consult your doctor for medical advice or services, including seeking advice before undertaking a new diet or exercise program.

SEPTEMBER 2014 All Cigna products and services are provided exclusively by or through operating subsidiaries of Cigna Corporation, including Cigna Health and Life Insurance Company, Connecticut General Life Insurance Company, Cigna Behavioral Health, Inc., Cigna Health Management, Inc., and HMO or service company subsidiaries of Cigna Health Corporation. The Cigna name, logo, and other Cigna marks are owned by Cigna Intellectual Property, Inc. All pictures are used for illustrative purposes only.

910140 01/18 © 2018 Cigna. Some content provided under license.

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A new address means new business cards! To ensure you receive business cards with the correct info, check the email Lester Oliva sent on January 22 at 3:22p.

If your information is incorrect and/or you would like to add your cell phone, desk phone extension and any Medic applicable title/certification, please update your information on the extranet’s business card form: https://www.medic911.com/extranet/my-medic/business-card-orders NO CHANGES? If you do not have any changes, your business card will have your name and title. Additionally, the card will include Medic’s main line and fax number.

DEADLINE The deadline to make changes to your business card is February 2, 2018 at 1700. If we don’t hear from you before this time, we’ll assume you’ve approved your information.

DELIVERY Business cards should arrive 3-4 weeks after the order is place; PR will communicate the distribution plan at that time.

Questions? Email PR@medic911.com