Dispatch 102518

OCTOBER 25, 2018

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MEDICAL SERVICES REVIEW/REMINDERS NOVEMBER 2018 IN-SERVICE n Our bi-annual focused cardiac arrest refresher will be offered in November. As such, in-service will be capped at 50 participants per session. n Registration via the LMS is mandatory n If you arrive for a session and did not register, you may have to reschedule should max capacity be reached.

NARCOTIC ADMINISTRATION n Any time Fentanyl or Versed is administered, the crew administering the drug must complete a patient care report and document the administration in the A/P section

If that patient is subsequently transferred

to another crew, the receiving crew

should document the administration in the

comments section only – not in the A/P section n The narcotic tracking sheet must also be completed in full and match the patient care report for that administration FOCUSED CARDIAC ARREST n If first responders have applied the AED and are in the midst of a compression cycle, DO NOT switch to the MRZ until that cycle has been

completed and the AED has performed the analyzation/shock SUPRAVENTRICULAR TACHYCARDIAS n Sinus Tach is the most commonly occurring supraventricular rhythm – and does not require cardioversion n Providers should always first consider if the tachycardia is compensatory and/or secondary to some underlying cause (volume depletion, shock, trauma, etc.) n Providers should always confirm the monitor has been placed into “Sync” mode prior to administrating electrical therapy SPINAL MOTION RESTRICTION Please review the following indications: n Traumatic injury with potential for spinal trauma n Traumatic injury with: n Cervical spine tenderness to palpation n Extremes of age (< 5 years > 65 years) n Intoxication or altered mental status n Neurologic deficit (numbness, paresthesia, tingling, weakness, plegia, paresis) n Other distracting injury is present n Significant mechanism of injury Fore more information, email Trevor Taylor at trevort@medic911.com

PROMOTIONAL ANNOUNCEMENT Please join Corinne Walser in congratulating the following Medic employees: • Erin Mitchell on her promotion to Operations Supervisor – Communications • Jason Barr to his promotion to Assistant Communications Supervisor.

Both promotions will take effect on Tuesday, October 9, 2018.

Erin Mitchell has been with MEDIC since June of 2012 after moving from the Charlotte Mecklenburg Police Department Communications Division. She has worked in the role of Telecommunicator, System Status Controller and has been an Assistant Communi-cations Supervisor since September of 2015. Erin has been involved with our MOC (Mobile Operations Center) and Command Center for Special Events and has also participated as a team member in several improvement projects for the Agency. She has recently become involved in our CMED New Hire Assessment Process, conducting interviews and assisting in the selection of interested applicants.

Jason Barr began his career with MEDIC in June of 2011 as an EMT Basic. He worked in Special Operations Airport Division before moving to his career in CMED as a Tele-communicator in June of 2016.

With Jason’s Field Operations experience, he moved quickly to the role of System Status Controller.

Jason also has experience with Mat-thews Fire and EMS as an EMT. For more information, email Corinne Walser at corinner@medic911.com

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PERIOD 1 (7/1/18 - 10/31/18) WEEKLY RESULTS THRU’ 10/19/18

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” 62%* (GOAL: > 50%; LOW: 50%-59%; MID:60%-64%; HI: > 65%)

TOTAL TASK TIME

65:52

(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%) 78%

RESPONSE TIMES P1: 96.03%/P2: 94.99% (GOAL: P1, P2: > 90%; P3: > 85%) P3: 89.08%

P1 TRAUMA SCENE TIMES (GOAL: < 10:00) 8:06

*Pat Sat as of 10/12/18

The latest Performance Pay Tracking Period began on July 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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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.

brief narrative aimed at conveying Medic related news.

This one page communication is comprised of six charts representing key performance indicators specifically chosen for this audience coupled with a

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

Following is Medic’s Board Bulletin for the month of October. Enjoy!

HURRICANE FLORENCE PERFORMANCE & RESPONSE After receiving reports that the path of Hurricane Florence would potentially include Mecklenburg County, Medic followed established protocols for storm preparedness. The Agency implemented plans, including staffing adjustments and supply increases, to ensure the needs of the community would be met regardless of what Florence had in store. An Emergency Operations Center (EOC) and Joint Information Center (JIC) were both established in Mecklenburg County as the storm drew closer, with both being staffed by Agency leaders throughout.

As the storm approached the county, the EOC and Medic kept communication open to ensure updates were shared regarding storm damage, allowing adjustments to be made on the fly in the best interests of both patient and crew safety. Medic’s new headquarters provided a very safe and reliable infrastructure that withstood the challenges Florence threw at it. Power was maintained throughout the storm and operations were able to perform at the highest level throughout.

Performance September 15th - September 16th • 840 EMS dispatches; 503 patients transported • 181 Mecklenburg County fire dispatches • 97.55% response time compliance for high-acuity patients (P1) During large scale emergencies, Medic receives requests from the North Carolina Office of Emergency Management and the North Carolina Office of EMS to provide mutual aid to parts of the state in need.

With a state of emergency declaration by the Governor’s office, all costs incurred for such work should be reimbursed through the Federal Emergency Management Agency (FEMA). Prior to the storm, Medic deployed a team of four Paramedics and one mass casualty bus to the coast to assist with evacuations.

That team stayed throughout the storm and engaged in additional missions for a deployment that totaled 6 days. Upon the teams’ return to Medic, another 11 Paramedics deployed for the coast with two mass casualty busses and one ambulance. That team was most recently embedded with the Med-1 mobile hospital assisting with triage and care in one of the hardest hit areas on the coast.

A special thanks to the Mecklenburg Board of County Commissioners and County Manager Dena Diorio for ensuring Medic has the resources necessary to handle challenges like Hurricane Florence.

Mutual Aid Response To-Date • Hundreds of patients treated and/or triaged • 66 patients evacuated and transported • 1,000+ miles travelled

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3 mass casualty bus deployments 1 ambulance strike team

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 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

Tuesday

ATTENDEES

Jacob Abell, Anna Ailstock, Shane Anaya, Jeff Bailey, Cameron Beaver, Andrew Berger, Kyle Bielan, Lawrence Billotto, Max Bolgrin, Shaina Britt, Anissa Clayton, Victoria D’Ambrosio, Marissa Donnelly, Shawn Elliott, Marshall Fletcher, Christian Fulenwider, Robin Geck, Robert Glover, Julio Gonzalez, Raymond Hamilton, Taylor Hicks, Marie Hildreth, Samuel Hord, Nicholas Larsen, Matthew Lewis, Meriwether Lyman, Kelly McCarthy, Nicolas McCulloch, Jeremy Murphy, Joshua Parker, Erica Parks, Andrew Patterson, Jeffery Potter, Marcus Ray, Michael Santeramo, Michael Sherriff, Sherri Steele, Janeice Washington, Levy WisemanFloyd and Michael Wunsch

November 2018

• Calendar week starts on Monday.

Monday

For complete instructions, visit https://www. medic911.com/extranet/my-medic/corporatecompliance. If you have Corporate Compliance content questions, contact Pam Jackson at pamelaj@medic911.com. For technical questions, contact Medical Services at eqs@medic911.com

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INSERVICE 1000

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SAFET TEEN 0700 - 1300

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ADMIN OFFICE CLOSED 19 INSERVICE 1000

THANKSGIVING BREAK - ADMIN OFFICES CLOSED

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SCOPE OF PRACTICE

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medic911.com SAFETY MEETING 1300 - 1500

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VitaMin Vital health information in a minute

Find your balance Balance is important for many everyday activities – walking, climbing stairs, gardening, dancing or simply getting up from a chair. It can help you stay active and prevent falls and injuries.1 Balance is a skill that can be improved with practice. So, whether you feel confident or clumsy when it comes to balance, there’s always room for improvement.

Try adding a few simple exercises for better balance to your day.

1. Heel-to-toe walking. Find a spot where you can walk approximately 20 steps without interruption (a hallway or large open room works well). Focus on a spot in front of you and walk 20 steps in a straight line with the heel of your foot touching the toe of your other foot with each step.

2. Water exercise. Working out in water allows freedom of movement without the risk of falling, so it’s good if you have problems with balance or joint pain. Start simple by walking in waist-deep water. Try walking forward, backward and sideways to tone different muscle groups.

3. Tai chi. This ancient exercise is a form of martial arts that uses slow, flowing movements to help with relaxation and coordination. Get started with videos or apps that walk through basic tai chi moves. Or, join a tai chi class at your local gym or community center.

4. Fitness ball exercises. A fitness ball (also called a stability or exercise ball) is a large ball you can use to build strength, flexibility and balance. Consider starting with some basic exercises. For example, hold the ball in front of you and slowly bend your legs to do a squat.

Rotate your trunk to the right and left, holding the position briefly on each side. Then return to a standing position. Check with your local fitness center for more ways to exercise with a fitness ball.

5. Standing on one foot. Start by holding on to a sturdy chair. Stand on one foot and hold the position for 10 seconds. Repeat 10 times with each leg. Once you are confident, try letting go of the chair, but remain near it in case it is needed. To add more challenge, do this with your eyes closed.

Always consult your doctor before beginning any exercise program. Your doctor may suggest exercises that are more specific to your needs and limitations.

Source: 1. National Institute on Aging at NIH. “Improve Your Balance.” https://go4life.nia.nih.gov/exercises/balance (accessed September 11, 2017)

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.

904746 07/18 © 2018 Cigna. Some content provided under license.

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