Dispatch 062118

JUNE 21, 2018

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PRIVACY PROGRAM ANNUAL REVIEW Each year, Medic meets with the Chief Privacy Office for Atrium Health to review our Privacy Program activities from the previous year, benchmark best practices and identify areas for improvement. Last month, Vice-President and Chief Privacy Officer Alicia Bowers met with Agency leaders to review Medic’s Privacy program from 2017 to present. The Agency received a number of positive comments to include how engaged and active Medic is in protecting patient privacy and that we are continually seeking ways to improve our efforts. According to Ms. Bowers, “the Medic Privacy Program has many strong elements and your team is well-positioned to continually evolve and grow the program.”

Thank you to everyone at Medic for making this possible! Whether you work at a desk or in the field, it is the combined effort of everyone in the Agency that ensures our patients’ personal health information is protected at all times. This is just another example of the excellent way we care for our patients!!!

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SUMMER INTERN RIDE ALONG Throughout the year, Medic provides a great learning opportunity through field ride-along experiences for paramedic and EMT students from across Western North Carolina. Some summer interns also work at Medic to learn the business side of our operations. For some interns, they have never worked in healthcare before and may not realize the importance of patient privacy. Please share your knowledge and expertise with them, and don’t assume that anything is “common sense”. Help your ride-alongs and interns have a great experience by: • Reviewing key privacy concepts with them.

• Reminding them to put cell phones away and to never share patient information with friends and family.

• Reminding them that taking photos of patients, texting, and/or posting any patient information on social media is strictly prohibited.

If you have any questions, please reach out to Risk & Safety Supervisor Amy Broughton at x6095 or amyb@medic911.com.

PERIOD 3 (3/1/18 - 6/30/18) WEEKLY RESULTS THRU’ 6/15/18

EST. PAYOUT : $1000 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” 69%

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

TOTAL TASK TIME

66:33

(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%) 77%

RESPONSE TIMES P1: 97.59%/P2: 95.82% (GOAL: P1, P2: > 90%; P3: > 85%) P3: 91.88%

P1 TRAUMA SCENE TIMES (GOAL: < 10:00) 8:24*

*P1 through 6/8/18

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”

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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!

COMMUNITY NARCAN DISTRIBUTION Medic supports this community in many ways. Some are obvious, like emergency medical response, non-emergency transports and dedicated event standbys. There are other roles Medic plays that often go unnoticed, though, such as the Agency’s support of the ongoing effort to reduce fatalities caused by opioid overdoses.

Medic is in possession of 5,000 doses (2,500 double dose packages) of Narcan that were provided free of charge to the Agency through two separate sources: The North Carolina Office of EMS (NCOEMS) and Cardinal Innovations. Medic has been asked to distribute the doses along with contact information for drug addiction support systems in the community to people the Agency’s caregivers believe would benefit from having these life saving medications at their disposal. The intent is to stem the number of opioid related deaths with the hope that more people will live long enough to seek out the help they need to overcome their addiction.

Since April 2, Medic has distributed 109 Narcan kits in the community. To date, there are six known instances of Medic distributed Narcan having been administered through a bystander prior to EMS arrival in response to a 911 call. Medic intends to continue distributing the medication via its caregivers until supplies are depleted, in addition to possibly hosting some larger awareness/distribution events in Mecklenburg County with various partners.

It may not be conventional from an EMS perspective, yet this is one more way that Medic is prepared to support the emergency medical needs of this community; whenever and however they need us.

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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.

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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 Medical Services at eqs@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

• Calendar week starts on Monday.

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For complete instructions, visit https://www.medic911.com/extranet/my-medic/corporate-compliance If you have Corporate Compliance content questions, contact Pam Jackson at pamelaj@medic911.com. For technical questions, contact Medical Services at eqs@medic911.com ATTENDEES Robert Bivens, Angela Breeden-Alvarez, Veronica Brittain, Paul Burns, Paul Cash, Treven Cherry, Curtis Cooper, Willie Coston, Christopher Craddock, Donald Creason, David Gerig, Rogelio Gomez, Nicholas Heasley, Sarah Hinson, Jeffrey Johnson, Siobhan Klass, Danielle Miller, Erin Mitchell, Ken Murray, Emil Ruiz, Amanda Scoggin, Sarah Senn, Jacob Shope, Jennifer Slagle, Kevin Staley, Richard Steinbroner, Jonathan Studnek, Jeffrey Thompson, Matthew West, Christopher Williams and Jeff Williams

To:

All Medic Employees

From: Trevor Taylor, Clinical Education Supervisor Date:

June 12, 2018

Re:

Education and Quality Specialist Selection

It is with great pleasure that I announce the promotion of Paramedic Crew Chief Michael Schmidt to the position of Education and Quality Specialist.

Michael brings a wealth of experience and expertise to his new position. He has a BFA from UNCC and several years of experience in the emergency healthcare field, ranging from clinician, to instructor to administration duties. He was hired in 2010 and since then has been a determined and vested employee. Hired as an EMT, Michael has since graduated from paramedic school, became a paramedic crew chief, was selected as a member of the airport detail and now continuing his career as an Education and quality specialist.

This promotion will take effect on July 3rd, 2018. Please join me in congratulating Mr. Schmidt and we look forward to having him as a valued addition to the department.

Trevor Taylor Clinical Education Supervisor . Trainhedule c s r e ic T***** the July In-serv LMS to register fo N A T R to PO he *****IMhave been madeuraged to utilize t enco nges no cha trongly s t any a e r h t a s e m with not yee o lo ld .c p u 1 1 o m 9 h E s ned. medic loyees as plan k jayb@ d c All emp e r la B e f f y be o or Ja ing will 11.com 9 ic d e . ort@m sessions r at trev lo y a T r s. t Trevo contac lems/question e s a le P b ted pro LMS rela

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2017 RECIPIENTS -

TC: Max Adams and Meghan Clark. UH: Scott Bodien, Darlene Hicks and Veronica Michaelis

TOP CALL • Manager/Supervisor nominated award • During a call, Medic field/CMED employee who went ‘ABOVE AND BEYOND’, during a normal call

TO NOMINATE SOMEONE: 1. Visit medic911.com 2. Click on Medic, then Public Relations 3. Click on Unsung or Top Call 2018 and fill out the form

For more information, email PR@medic911.com

UNSUNG HERO • Exceptionally high performer, who generally flies under the radar.

• Great attitude. Someone who loves his/her job at Medic • Exemplary employee • Patient driven/community supporter • Uplifts other employees