Dispatch 051415

MAY 14, 2015

#TBT EMS WEEK

medic911.com

facebook.com/MeckEMS

@MecklenburgEMS

TRANSITION WEEK!!!

Welcome to Medic 103... I’m Doc Studnek and let’s talk PDSAs...

Over the last month, we’ve discussed a range of project management tools: aim statements to project maps.

What’s so awesome about these tools is that they help us to manage change. However, we haven’t spent much time actually discussing the change process we use here at Medic.

Medic’s change process is called, the Model for Improvement. The PDSA cycle was created by W. Edwards Deming and the framework was developed by the folks at the Associates in Process Improvement. Three questions help Medic focus on the project work: 1. What are we trying to accomplish?

2. How will we know that a change is an improvement?

3. What change can we make that will result in improvement?

This model has been adapted for use by the Institute for Healthcare Improvement (IHI). Their mission is to improve health and healthcare worldwide. The IHI offers many professional development courses and where we’ve learned a lot of Medic’s change management strategies.

Check them out at ihi.org.

Over the next few weeks we will dig into the PDSA cycle and demonstrate how it is used to drive change in our organization.

Questions? Please email Tiffany at tiffanya@medic911.com.

CLASS DISMISSED!

2

medic911.com

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

medic911.com

3

4

medic911.com

JOB OPPORTUNITY

Learning & Development Manager Mecklenburg Emergency Medical Services Agency, better known as MEDIC, is responsible for providing world-class, pre-hospital emergency healthcare to nearly 1,000,000 residents in the Charlotte, NC metropolitan area. Medic is internationally renowned for its Emergency Medical Education and Simulation Center as well as for yielding some of the leading patient outcome statistics in the nation. Please visit www.medic911.com for more information.

Medic is seeking a high energy, self-motivated and detail oriented Learning and Leadership Development Manager to join our team!! This position is full-time salaried with benefits and will be directly responsible for the carrying out the following: • • • • • • •

Management and oversight of all activities related to clinical education Plan, develop and implement a strategy for professional and leadership development within Medic Manage and monitor all programs, policies and procedures related to the professional development of all Medic employees Manage onboarding and new employee orientation Identify and assess requisite competencies, knowledge, skills and abilities for various positions, roles and functions Implement leadership development tracks for frontline supervisory and middle management positions Partner with Agency departments to identify, design, develop, monitor and implement professional development training programs

Education and Experience Bachelor’s degree in Leadership Development, Organizational Development, Psychology, Industrial Relations, EMS or related field preferred. Minimum of Associates degree required. 5 years of related experience preferred. Minimum of 2 years supervisory experience required.

Please submit a letter of interest, and resume to jobs@medic911.com by Tuesday, May 19th, 2015 at 5:00pm

The Agency's Privacy Practices are available for review – Please ask the receptionist for a copy.

SEPTEMBER 2014 05/05/2015

medic911.com

5

MAY COMPLIANCE Thu, May 14 Tue, May 19 Fri, May 29

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.

6

medic911.com

SUN

MON

TUE

WED

THU

MAY 2015 FRI

SAT

1

2

3

4

5

6

7

8

9

10

11

12

13

14 COMPLIANCE 0800 - 1200

15 IN-SERVICE 0800 - 1200

16

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

22

23

24/31

25

26

27

28

29 COMPLIANCE 1300 - 1700

30

ADMIN OFFICE CLOSED

SEPTEMBER 2014

medic911.com

7

Thank you for attending April’s, In-Service. We appreciate your taking the time to hear about upcoming or current action items. And as always: thank you for providing us valuable feedback.

Listed below are some of the most common themes we received from your feedback.

If you’re going to have a team working on options for a new ambulance design – you’ve got to put a full-time care giver on the team.

• We agree and will be sending out a call for applicants, in the next few weeks. We will also employ a very employee-centered approach; much like the ones used for the new building and carry in equipment projects. We want to ensure that everyone’s recommendations are considered.

The surveys that we are using to gather employee input for project development is useful – but having a comment section on such surveys would be good for suggestions that fall outside of what the survey covers.

• We hear you and agree that would be useful – so please be sure to participate in the next survey that goes out and let us know what you think.

Provide an opportunity to comment on projects that have been completed so that you can appreciate the impact of your decisions.

• We will develop a process to check in with employees after the completion of large projects (like carry-in equipment) to see if we hit the mark.

The orange gloves are not consistent in quality and tearing under certain use; this could expose our caregivers unnecessarily.

• After hearing from more people during In-Service this month – we have decided to pull the orange gloves and go back to the purple ones. This change will not occur overnight, yet the purple gloves will be phased back in. Thank you for your candid feedback. Please remember that all feedback regarding equipment on the vehicles should be sent directly to Bryan Edwards, while copying your Supervisor.

New hires are not receiving outerwear • The manufacturer we purchased our existing gear from is no longer offering it. So we are looking at new options and a plan that fits within budget to get gear issued to all new hires ASAP. Stay tuned on this – more to come.

Again thank you for your feedback during In-Service. We look forward to updating you through the Dispatch, email and your supervisors in the coming months; and will be in front of you again for in-service in July.

For more information, please contact Jeff Keith at jeffk@medic911.com or at 704-943-6160.