Dispatch 033018

MARCH 29, 2018

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Medic employees expressed a high interest in wanting to know what projects are currently active and where the work teams are with their assigned project. Because it’s important to you, the Medic employee, look for an update every week on a active project in the Dispatch.

SIREN UPGRADE WORKTEAM PURPOSE/AIM Implement Siren version 4.8.x with minimal disruption to critical Agency activities, to include designing and testing an implementation process.

OPERATING DEFINITION Critical Agency activities: 911 and NET dispatching, ePCR documentation, ePCR evaluation by OA, Billing, Business Intelligence, and State/federal reporting GENERAL DESCRIPTION Siren version 4.8.x will also provide many advantages to the Agency. IT will be able to model mandatories in house, in addition to providing other in house customization. The improved ability to customize and modify the patient care documentation package will prevent costly contractor fees.

Medic will also be able to better adapt to future documentation needs as a result of the improved customization capability. Attachment capabilities will be present with the upgraded Siren package, creating an opportunity for better, more accurate patient care documentation. The upgraded Siren version will also alleviate issues that the agency currently experiences with slowness.

This team will be charged with designing and testing the process that will be used to upgrade to the modern Siren version. This upgrade will ensure Medic remains in compliance with NEMSIS and PREMIS standards, which are changing in late 2018. Cognos version 10 will also be upgraded to version 11 during this process, creating a need for historical data conversion and migration, user license structure to be evaluated, and all reports will need to be prioritized and updated to the new system and data source. Additionally, Medic’s current processes rely heavily on several techno-

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logical interfaces with Siren, all of which will need to be identified and managed to avoid disruption of critical activities. Siren is integral to nearly all aspects of the agency, and the upgrade will require an organized structure.

REASON FOR THE EFFORT The current version of Siren will fail to meet NEMSIS and PREMIS data collection standards as of late 2018. Additionally, the operating systems used by the current version of Siren are out of date and will not be supported much longer. Out of date systems creates data vulnerability, putting the agency at risk for security breaches and potential HIPAA noncompliance. The current version of Cognos used throughout the agency to analyze and mine data will not be functional with the upgraded version of Siren, and will subsequently require upgrading as well to version 11. Updating Cognos at the same time as Siren will allow data structures to be mapped and verified at the same time to avoid the need to pay for contractor rework.

WHERE ARE THEY NOW???

Taking a standard program used world-wide and transforming it for Medic has been a huge undertaking. The team is working closely with stakeholders from across the Agency to ensure the best possible product for our folks. To date, we have received 3 updated versions. With each new version, the team continues to make improvements with employee feedback.

Our goal in the next few weeks is to engage with our vendors to help ensure that the back end processes of CAD, billing, and Philips monitor can transition smoothly. The work ahead is long, challenging. As this process continues, the workteam will need your input. Please keep an eye out for emails for training opportunities.

We look forward to getting the next generation of Siren in your hands.

For more information, email Lester Oliva, Project Lead at lestero@medic911.com.

PERIOD 3 (3/1/18 - 6/30/18) WEEKLY RESULTS THRU’ 2/23/18

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” 62%

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

TOTAL TASK TIME

66:22*

(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%) 75%

RESPONSE TIMES P1: 96.80%/P2: 95.45% (GOAL: P1, P2: > 90%; P3: > 85%) P3: 91.56%

P1 TRAUMA SCENE TIMES (GOAL: < 10:00) 6:40 * TTT as of 3/14/18

The latest Performance Pay Tracking Period began on March 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” 2. Setting clear expectations:

“Set transport length expectation”

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

SEPTEMBER 2014

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Every month, Medic provides a written Agency update to key stakeholders including the Board of County Commissioners, the County Manager’s office and the Agency’s Board of Commissioners; it is referred to as the Board Bulletin. This one page communication is comprised of six charts representing key performance indicators specifically chosen for this audience coupled with a brief narrative aimed at conveying Medic related news.

Following is Medic’s Board Bulletin for the month

of March. This month’s narrative is focused on the ongoing move process, with an aim of assuring Agency stakeholders that continuity of service to this community was fully maintained throughout this complex endeavor – thanks in large part to outstanding planning and execution by the men and women who choose to make Medic’s mission their own. Enjoy!

If you have any questions, email PR@medic911.com

New Alternative Response Time Protocol Following several months of successful development and testing, the Agency’s Medical Control Board unanimously approved Medic’s recommendation to function under the alternative response time protocol.

The protocol was developed to address concerns surrounding the large number of calls Medic responds to each year that result in cancellation or a patient refusal. Retrospective data analysis and 24 cycles of testing protocols and procedures provided clear parameters that indicate when Medic can safely wait to dispatch an ambulance until a first responder has arrived on scene and acknowledge the need for a Paramedic.

As many as 16,700 such calls occur each year and Medic is aimed at reducing responses to at least 37% of them. This would result in the retention of ready to respond ambulances in the system for true medical emergencies.

Medic’s initial rollout of the alternative response time protocol will only occur in the city of Charlotte, where the testing and development of this protocol has occurred. Medic will then begin communicating and testing the protocol with area first responders across the county.

EMS Today Conference The Journal of Emergency Medical Services (JEMS) held its annual EMS Today Conference at the Charlotte Convention Center on February 21 – 23, 2018, bringing nearly 5,000 people to the Queen City to engage in all things EMS. Medic was honored by JEMS as this year’s Conference Host Agency and had a prevalent role throughout.

As host, the Agency was provided with premium exhibit space which was aimed at recruiting top EMS practitioners from across the country to come work for Medic. Tours of Medic’s new state of the art facility was held throughout the week, giving potential candidates an opportunity to see the resources of the county built 181,073 sq. ft. building. Medic also contributed to the conference by delivering a number of presentations related to medical research, clinical performance and operations practices.

The EMS Today Conference was an exceptional opportunity to showcase Mecklenburg County, this Agency and the outstanding commitment to EMS that exists in our community.

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CONTEXT FOR KEY PERFORMANCE INDICATORS The data on the following page is presented in control charts. Each dot represents a monthly average, count or proportion. The middle green line is the average performance for the displayed periods, while the red lines are the upper and lower control limits.

• Response time compliance performance goal is 90%.

• Cardiac arrest survival is measured for patients that meet a nationally standardized case definition.

• Patient satisfaction is determined using a random telephone survey of up to 200 transported patients per month. This results in a proportion which rated their overall quality of care as excellent.

The target is > 65% excellent.

• County cost per transport is based off of the total number of transports in a month divided by the monthly subsidy provided to Medic.

SEPTEMBER 2014

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

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

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

ATTENDEES Joshua Baissana, Josiah Balbuena, Terran Berry, Allison Brinzey, Jordan Brown, James Camarena, Eric Christenbury, Ryan Clark, Heather Clay, Harley Conrad, Caleb Crum, Laura Dellinger, Jennifer Dollar, Gabriel Donaldson, Ute Dorflinger, Patricia Dowbiggin, Ruben Echeverry, Dusty Edwards, Dustin Elliott, Jacob Ellison, Louis Felice, Maykel Fernandez, Matthew Godec, Randolph Goodman, Daniel Graser, Rebecca Hamilton, Isabella Hayes, Stephen Hayes, Shannon Helms, Stephen Henry, David Hewitt, Eric Hudspeth, John Hunt, Matt Johnson, Calvin LaVictoire, John Leopard, Douglas Little, Vashti Lynch, Jim Manning, Christopher McDonald, Lester Oliva, Eli Patterson, Sam Pendlay, Susan Pollich, Jason Queen, Robert Raymer, Christopher Reazer, Sydney Robertson, Daniel Robertson, Amanda Giuliano, Bradley Rowland, Ryan Schott, Addison Schroeder, Derek Scott, Victoria Searcy, Ashley Smith, Robert Smith, Craig Sovinsky, Heather Teague, David Toney, Maureen Townes, John Wagner, John Wenham, Jessica West, Tonya Whitesides and Andy Williams

April 2018

• In-service dates coming soon.

• Calendar week starts on Monday.

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday 1

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3 INSERVICE

INSERVICE

INSERVICE

1000

1000

1600

1000

10

INSERVICE 1000 16

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INSERVICE

9

INSERVICE 1000

4

11

INSERVICE 1000 17

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INSERVICE 1600 18

7

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21

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28

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SAFE TEEN 0700 - 1300

INSERVICE 1000 19

20 ASSESSMENT CENTER 0800 - 1700

INSERVICE 1000 23

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25 SAFETY MEETING 1300 - 1500

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DEPARTMENT OVERVIEW: FACILITIES

By Patrick Crane First off, welcome to your new home MEDIC!!!!!

DOUG LITTLE AND WILLIE TART As Facilities Department Manager, Patrick Crane would like to take a moment to thank both Doug Little and Willie Tart for their hard work and dedication during the new headquarter move. Both Doug and Willie worked diligently behind the scenes to ensure that every Medic employee had what they needed for a smooth transition into the Wilkinson Blvd location. JOB WELL DONE to both of them.

MEDIC OPERATED BUILDINGS Now that everyone is settled in the new headquarters, note that the Facilities Department roles will change. As many of you know, the Statesville location was more than 20 years old. It was in constant need of repair. Even with a brand new building a dedicated County maintenance engineer, there is still work to be done. Facilities will focus on the MEDIC operated post buildings. For example: • Post 53 has already had its roof replaced.

• Post 50 is getting a new back-up generator (the work is under way).

• Post 70 will be getting a generator installed this fiscal year. Post 70’s truck bay doors will be replaced soon • Work to Posts 50, 53, and 74’s front windows will begin later this year.

With all that said, the Facilities team needs your help to maintain and improve the conditions of the post buildings. If you see a problem (repair, safety, or security related) with any Medic operated building or if you have any questions or comments, please use the Medic service desk online form at: http:// servicedesk:8080/. You can also reach Doug Little at douglasL@medic911.com For more information on Facilities, email Patrick Crane at patrickc@medic911.com.

MEDIC’S RIBBON CUTTING On March 21, Medic and Mecklenburg County celebrated the new headquarters.

At the mid-morning event, county officials, hospital partners, board members, local officials and other businesses joined Medic and county employees to celebrate and tour the Wilkinson facility.

The event was streamed live and boasted over 1800 views on Facebook. According to Rosanna Seitter, Meckleburg County’s Creative Sservices Coordinator, the event was “close to some of our best watched videos.”

Special thanks to everyone who supported the event by volunteering their time and expertise to make this event a success.

SEPTEMBER 2014

Questions? Email PR@medic911.com

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FEBRUARY COMMENDATIONS Jacob Abell, Anna Ailstock (3), Elizabeth Ansley-Fisona (6), Jacob Atkinson, Jeff Bailey, Mian Baker (3), Anna Baldwin, Amber Barrera (2), Elijah Baumgarten, Joshua Baun, Kyle Bielan, Ronisha Black (2), Scott Blair, Nina Bost (2), Maryam Boyd, Thomas Brake III, Angela Breeden-Alvarez (2), Casey Brennan (3), Allison Brinzey (2), Veronica Brittain, Landrel Brown (2), Lee Brown, Dalton Burleson (3), James Cail, James Camarena (2), Amanda Camenzind, Matthew Campbell, Michael Campbell (3), Kristin Carriker, William Carter, Carrie Church, Esequiel Cipriano, Meghan Clark, Philip Clark, Ryan Clark (3), Harley Conrad III (2), Katherine Cornelius, Kennedy Deese, Jennifer Dollar, Gabriel Donaldson, Marissa Donnelly, Shauna Downs (5), Alexandra Ebner (2), Ruben Echeverry, Alan Elam, Dustin Elliott (2), Shawn Elliott, Donald Eslick, Stephanie Fisher (2), Miguel Flechas (2), Marshall Fletcher (2), Christian Fulenwider, Kathryn Furphy (3), Robin Geck, John Gibson (2), William Gibson, Kyle Gilliam, Rheba Graham-James, Mali Green, Carl Greene II, Daniel Hagemeyer, Robert Harford (2), Brittany Harris, Ethan Harrison, Isabella Hayes (2), Nicholas Heasley (2), Shannon Helms (2), Taylor Hicks, Sarah Hinson (2), Samantha Hiott, Nicolette Hodnett, Nicole Hogan, Samuel Hord, Christy Iyoob (2), Angela Johnson, Trueman Jones, Austin Joseph, Angela Kaufman, Ethan Kenney (2), Allison Kerley (3), Jamaar Knowlden (3), Eric Koelbl, Christine Kraetz, Christopher Lamb (2), Robin Lamb, Jackson Langevoort, Shellye Ledbetter (3), John Leopard, Kaitlin Lewis, Matthew Lewis, Chelsea

APRIL BIRTHDAYS Elam, Alan W. Ribbens, Lucas T. Bitler, Eric M. Fletcher, Marshall W. Johnson, Matthew T. Lineberger, Jeffrey B. Flechas, Miguel M. Fulenwider, Christian W. Owens, Robert W. Stroup, John B. Baumgarten, Elijah L. Black, Jay D. Williams, Travis A. Hogan, Nicole A.

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Lindsey (2), Elizabeth Maki (3), Taylor Marcus, Tracy Martin, Kelly McCarthy, Christopher McDonald (2), Adrianne McGinnis (3), Robert McKenzie (2), Randall McKown, Michelle Meadows (2), Milan Merges (3), Brian Miller, Jacob Miller, Michael Miller (2), Javier Morel, Meaghan Moriarty, Jeremy Murphy (3), Arthur Nolan, Christopher Noll, Tyler North (4), Brian Norton, Oluwafemi Opelami, Karl Ottesen, Robert Owens, Macon Parker (3), Andrew Patterson, Eli Patterson, Albert Pendlay, Aaron Peppel, Joshua Perch, Michael Perrott, Chassity Phillips, Christopher Pinto (2), Nicholaus Pirone, Susan Pollich, Michael Pomeroy, Heber Portela Da Rosa, Jeffery Potter, Ian Priola (2), Jason Queen, Roberto Rabell (3), Marcus Ray (2), Helen Reed, David Reynolds, Brandis Ridenhour (4), Scott Rinehults, Jose Rivera (2), Gary Rizzo (2), Sydney Robertson (2), Stephen Robinette, Laura Rohrer (5), James Roinick, Bradley Rowland, Robin Roy, Emil Ruiz (3), Teighlor Sain, Michael Santeramo (3), Ryan Schott, Addison Schroeder, Venetia Seegars (3), Michael Sherriff, Mary Shockley, Jennifer Slagle (3), Andrew Smith, Ashley Smith, Brian Smith , Heather Smith, Robert Smith, Jordan Sneed (2), Matthew Soria, Jamie Stanford, Gene Starnes, Joshua Stiller, John Stroup, Jason Swick, Benjamin Thackston, William Thomas, Adam Tolman, David Toney, Gregory Truesdell, Jeffrey Tumas, Melaine Varnadore (2), Joshua Wallace, Emily Webster, Matthew West, Jennifer White (2), Levy WisemanFloyd, Joan Wisham, Jesse Wolfram, Joseph Woolf (2) and Michael Wunsch Jr.

Stratton, Michael K. Cherry, Treven N. Parker, Ethan M. Conrad III, Harley P. Sama, Alfonso A. Thomas, William M. Boyd, Maryam K. Franz, Jeffrey L. Cummins, Alexis S. Mitchell, Hunter N. Simpkins, Kathryn G. Rankin, Teresa B. Raymer, Robert A. Benson, Stephanie E. Curlee, Janine E.

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Roach, Hakiym L. Church, Stephen A. Lamb, Christopher A. Bringolf, Nickolas E. Masnicki, Julian A. McGinnis, Adrianne N. Rigsby, Austin P. Washington, Nichole C. Wright, Thomas B. Shue, Don A. McKown, Randall L. Ramsey, William A. Engberg, Emma L.

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