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APRIL 16, 2015

MAY CALENDAR, FISDAP SCORES, LEARNING LAB’S ACTIVE PROJECT AND MUCH MORE!

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Welcome to Medic 102… We’ve got a lot to cover, so let’s get to it, shall we? Over the last several weeks, we’ve discussed a project charter’s purpose and segments. A charter gives a work team the authority to develop or change process. It also gives them an aim and direction. As promised, we are going to share an active charter. That’s right boys and girls, a live charter. This project was designed to understand Medic employee needs. Many of you may have recently participated in or are aware of a series of employee focus groups? Well, this is the live project we’re sharing with you today. Sticking with what you’re already learned, we will discuss the project management tool, the project map and will share its progress. WHAT ARE WE TRYING TO ACCOMPLISH? Aim: Develop and implement a system to understand the needs of our employees to help guide business decisions and improvement activities. Reason for the effort: Utilizing monthly surveys and direct engagement with their supervisors/managers, current measurements show significant room for improvement in this area. Common cause variation: Without any significant changes, employee satisfaction will remain low. By developing and implementing a system to understand the needs of our employees, we use this information to guide business decisions and improvement

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activities; and pave the way towards improving our employee satisfaction. Possible benefits toward improving employee satisfaction include: 1. Improved patient satisfaction 2. Improved performance 3. Improved morale 4. Improved employee retention Without first understanding the actual needs of our employees, none of these improvements will be likely. Expected Objectives: • Remove barriers to understanding the needs of employees • Use information to guide business decisions and improvement activities • Standardize the system HOW DO WE KNOW THAT A CHANGE IS AN IMPROVEMENT? Outcome Measure: • Employee related projects are aligned with the needs of the employees base • Process Measures: • Effective data collection method (Survey, Focus Group, etc.) and frequency of contacts established • Standardized reporting process • Project map followed • Project stays on budget • Balancing Measures: • Employee Satisfaction WHAT CHANGES CAN WE MAKE THAT WILL LEAD TO IMPROVEMENT? Initial activities: • Identify current practice/gaps • Benchmark against others • Develop methods • Select vendor(s) • Design content

• • • •

Test system ID and understand linkages Boundaries: The aim of this project is not to improve employee satisfaction, but to understand the needs of the employees. • Work of the project is aimed at all agency employees. PROJECT TEAM: • Project Sponsor: Kevin Staley • Project Improvement Advisor: Shari Lambeth • Team Lead: Tiffany Nash (QI) • PR Rep: Lester Oliva • HR Rep: Jackie Manley • Billing Rep: Cynthia Jefferson • Professional Development Rep: Eric Bitler • Supervisor Rep: J. Stanford I know we’ve shared quite a bit of information, but we always look forward to any questions you may have. If you would be so kind as to send your questions (or topic) suggestions, please email Tiffany at tiffanya@medic911.com. CLASS DISMISSED!

Patient Satisfaction: It’s still very early in the tracking period. If patient satisfaction continues to trend as it has in the past, there’s no reason why it won’t improve by term end.

As previously noted, the latest Performance Pay Tracking Period began on March1st. We are striving to meet the Patient Satisfaction goal of a ≥ 68% 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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SEPTEMBER 2014

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MAY COMPLIANCE Sat, May 2 Wed, May 6 Thu, May 14 Tue, May 19 Fri, May 29

1600 - 2000 0800 - 1200 0800 - 1200 1300 - 1700 1300 - 1700

MAY IN-SERVICE Tue, May 12 Wed, May 13 Thu, May 14 Fri, May 15 Mon, May 18 Wed, May 20 Thu, May 21

1000 - 1400 1200 - 1600 1000 - 1400 0800 - 1200 1200 - 1600 1800 - 2200 1200 - 1600 1800 - 2200 1800 - 2200

REQUIRED ATTENDANCE Jose Aguilar-Castillo, Dan Baltimore, Lukas Biebinger, Amy Broughton, Ty Brown, David Brown, Bob Francis, Melissa Garifo, Dena Gaston, John Gibson, Mike Gilmore, Jeff Glenn, Jose Gonzalez, Daniel Hagemeyer, Bryan Hancock, Jason Harbert, Charles Horne, Audrey Hunt, David Kennerly, Ray Kirby, Rebecca Norris, Jeffrey Lineberger, Tim Marshburn, Randy McKown, Chris Milby, Shelly Miller, Todd Moore, Arthur Nolan, Timothy O’Connell, Don Overcash, Christy Parker, Tony Pattillo, David Phillips, Beth Rimmer, Johnny Sampson, Don Shue, Deanna Vandeventer, Charles Voglewede, Veronica Westover and Tom Wright

PLEASE NOTE: If your Annual Performance Review was in April and you did not attend the April class, you must contact Amy Broughton to attend a May class.

INFORMATION UPDATES • Please register for your Corporate Compliance Training session through LMS. • The duration of the Medic Safety & Compliance Training sessions is up to 4 hours. • Attendees will be paid for the total time spent in class. • Each employee, with an Annual Performance Review within that same month, MUST attend one of the available Compliance Training Sessions. • Compliance sessions are held next to the Medic Fitness Center. For more information on Corporate Compliance Class or if you need directions, please contact Amy Broughton at amyb@medic911.com.

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SUN

MON

TUE

WED

THU

MAY 2015 FRI

SAT

2 COMPLIANCE 1600 - 2000

6 COMPLIANCE 0800 - 1200

12 IN-SERVICE 1000 - 1400

13 IN-SERVICE 1200 - 1600

14 COMPLIANCE 0800 - 1200

15 IN-SERVICE 0800 - 1200

IN-SERVICE 1000 - 1400 17

18 IN-SERVICE 1200 - 1600 1800 - 2200

19 COMPLIANCE 1300 - 1700

20 IN-SERVICE 1200 - 1600 1800 - 2200

21 IN-SERVICE 1800 - 2200

24/31

29 COMPLIANCE 1300 - 1700

ADMIN OFFICE CLOSED

The numbers are in... And Medic rocked it! According to Melissa Garifo, “These numbers are the best we have ever posted. This is the 4th year in a row that the numbers have improved”.

So pat yourself on the back. Then pat your fellow Paramedics and EMTs for studying and doing OUTSTANDING work!

Paramedic FISDAP 1. High: 88% 2. Low: 62% x 2 3. Average: 77% 4. 9 out of 232 scored less than national average EMT FISDAP 1. High 91%, 2. Low 59%, 3. Average 77%, 4. National Average: 67%. SEPTEMBER 2014 5. 2 of 96 scored below national average.

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