Dispatch 112218

NOVEMBER 22, 2018

facebook.com/MeckEMS @MecklenburgEMS mecklenburg-ems-agency mecklenburgems

UPGRADED PERSONNEL Congratulations to Medic’s upgraded personnel.

Jason Barr Jose Beard Robert Bivens James Camarena Kristin Carriker Kevin Carter Nicholas Chase Brian Cordes Christian Fulenwider Kathryn Furphy Matthew Godec Christopher Hackett Christopher Jerrell Chad Kennedy Jonatha Konecny Nick Larsen Vashti Lynch Holly Maggard

Nicholas McCullouch Christopher McNally Jacob Miller Erin Mitchell Barry Nixon Macon Parker Aaron Peppel Nicholaus Pirone Michael Pomeroy Matt Potter Ian Priola Lucius Rice Charles Robinson Michael Santeramo Jason Swick Jeremy Urekew Joshua Wallace Tonya Whitesides

DECEMBER BIRTHDAYS Souder, Alayna D. 2 Thompson Sr., Jeffrey B. 2 Polino, Michelle A. 3 Jackson, Pamela F. 4 Burden, Esther L. 5 Cromwell, Hunter C. 8 Patterson, Andrew A. 8 Baker, Mian D. 9 Massey, Recarla R. 9 Gaines, Nicholas E. 10 Swick, Jason R. 10 Reazer, Christopher G. 11 Britt, Shaina G. 12 Lambeth, Sharon P. 12 Ferguson, Brendan P. 13 Gibson, John M. 13 Riascos, Adamo A. 14 Santeramo, Michael C. 14 Weidenhammer, Rachel L. 14 Ba, Ndiogou W. 15 Miller, Michael J. 15 Steinbroner, Richard J. 15 Starkey, Ian L. 17 Pollich, Susan M. 18 Sovinsky, Craig A. 18

2

medic911.com

Pike Jr., Byron L. Vandeventer, Steven C. North, Tyler S. Norton, Brian J. Kraetz, Christine D. Lommerse, Nicholas F. Kenney, Ethan R. Noll, Christopher R. Stephens, Christopher M. Nolan, Arthur J. Fielding, Tori M. Brown, Jordan E. Kerusenko, Irina K. Cordes, Brian J. Taylor, Trevor T. Carriker, Kristin E. Simmons, Christopher E. Williams, Andrew M. Brittain, Veronica W. Cash, Paul J. Dudkowski, Amelia B. Miller, Danielle C. Ottesen, Karl R. Robinson, Donald J.

19 19 20 20 21 21 22 24 24 25 26 27 27 29 29 30 30 30 31 31 31 31 31 31

PERIOD 2 (11/1/18 - 2/28/19) WEEKLY RESULTS THRU’ 11/16/18

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” 68%

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

TOTAL TASK TIME

66:10

(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%) 79%

RESPONSE TIMES P1: 96.67%/P2: 95.19% (GOAL: P1, P2: > 90%; P3: > 85%) P3: 90.35%*

P1 TRAUMA SCENE TIMES (GOAL: < 10:00) 8:31

*Response Times through 11/2/18

t in the impacSatisfaction The latest Performance Pay Tracking Period began on November 1. We are striving to meet the andPatient rations possible! Your work leb ce r no Ho of ht Nig vewhile the ha g kin as “Excellent”). In order to create a comfortable goalt, of a ≥ 50% rating (experience margin of performance, s. We Firs thank you to all for ma with our families and friend e tim the re sha to fun so is continuingity to improve the patient we would like to share some feedback from recent patient focus d it anexperience, commun make it possible, groups. ul. nkf to be tha many reasons

highest month . Note that October is the 8% 62. at l The two areas that patients value the most are: fina is riod pe the the same level of on score for ntinues with The patient satisfacti the next tracking period, co of rt pa ile wh er, mb ve No fiscal year andfrom the treating crew: thisCommunication 1. re top box. ers we of the oth ntum. All mome“Explain treatment options and procedures” you the compassion 2014

“Provide reassurance and compassionate communication with rd work and SEPTEMBER hapatient” yourthe of ult res t ec dir the d an d reward This is another well-deserve out our purpose! nk you for continuing to live Tha 2. sho Setting clear gle day. sinexpectations: w every

Joe

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

medic911.com

3

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 November. Enjoy!

PATIENT FEEDBACK Medic analyzes both solicited and unsolicited feedback from our patients throughout the year to gain insight into the ever-changing needs of our community and reveal opportunities for improvement.

This process highlights the strengths of the Agency and greatly influences our work aimed at providing quality patient care.

PATIENT DATA FY2018 n 87.5% rated overall quality of care as either very good (19.9%) or excellent (67.5%) n 62.3% noted that overall teamwork between EMS & healthcare staff is a significant part of a positive patient experience n 690 external commendations were received compared to 52 complaints EMPLOYEE FOCUSED Medic recently accepted the last new-hire class of the calendar year, bringing the Agency’s total employee count to 603. These 12 individuals underwent a strenuous process to join our skilled workforce and will now be a part of an elite team that produces industry-leading patient outcomes.

RECRUITING THE BEST n Only 47% of applicants successfully complete assessments and receive an offer to join Medic n Medic attrition was 15.6% for FY2018, well below the National Average of 24.5% n New hires at Medic are required to successfully complete 11-weeks of training prior to release to duty Recent accomplishments of our employees include 82 care providers who contributed to ROSC (regain pulse after a cardiac arrest) for 312 patients in 2017. Medic will honor the amazing work of all our employees during an annual employee recognition event November 13 & 14; this event will also serve as the starting point for celebrating Medic’s 40th year of service to Mecklenburg County.

4

medic911.com

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

medic911.com

5

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

You must be sure that you have your correct login information before attempting to complete work in the lab.

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.

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

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’

Benjamin Astrike, Jacob Brod, Esequiel Cipriano, Meagan Crowson, John Crunk, Daniel Geis, Keir Gray, Angela Hightshoe, Jason Jeffares, Samuel Jones, Christine Kraetz, John MacIntosh, Elizabeth Maki, Jacklyn Manley, Matthew McPherson, Chelsea Miller, Eric Morrison, Nicole MuddTyson, Alexis Perkel, Andrew Smith, Brian Smith, Jordan Sneed, Christopher Stephens, Michael Stratton, Melaine Varnadore and Michael Walker.

ATTENDEES

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.

December 2018

• Calendar week starts on Monday.

Monday

Tuesday

3

Wednesday

Thursday

Friday

Saturday

Sunday 1

2

8

9

4

5

6

7

SCOPE OF PRACTICE 0900

SCOPE OF PRACTICE 0900

SCOPE OF PRACTICE 0900

SCOPE OF PRACTICE 0900

11

12

13

14

15

16

19

20

21

22

23

26

27

28

29

30

10

SAFE TEEN 0700 - 1300

ASSESSMENT CENTER 0800 - 1700 17

18 SAFETY MEETING 1300 - 1400

24 CHRISTMAS BREAK – ADMIN OFFICES CLOSED 31

6

medic911.com

25

THE CARE YOU NEED – WHEN, WHERE AND HOW YOU NEED IT. Introducing Cigna Telehealth Connection.

Your medical plan includes telehealth services through Cigna Telehealth Connection, provided by Amwell and MDLIVE with 24/7/365 access to board-certified doctors and pediatricians by video chat or phone.

Frequently asked questions

Does telehealth replace my primary care physician (PCP)?

What is telehealth?

Telehealth is not intended to replace your PCP. For common or chronic conditions, a virtual consultation can sometimes be a convenient and affordable alternative to a doctor’s office or nonurgent ER visit.

Communication with your PCP is important for continuity of care.

Telehealth is the delivery of health-related services and information via telecommunications technologies, including telephones, smartphones and personal computers, for virtual consultations. Among the most significant benefits are ease of access, convenience, time savings and competitive cost.

What is Cigna Telehealth Connection?

Cigna Telehealth Connection is our telemedicine program that provides access to certain telehealth services as part of your employer’s medical plan through Cigna. It includes live appointments with board-certified doctors via secure video or phone who are able to diagnose and prescribe, when appropriate.

Customers are able to choose the time and day that works best for them with medical telehealth services available 24/7/365.

Is telehealth a safe way to receive health care services?

A consultation with a telehealth doctor will be similar to the care you receive from your physician when you call him or her for medical assistance when you are unable to get to their office.

Can telehealth handle my emergency situations?

No. Telehealth is designed to handle minor, nonemergency medical issues. You should NOT use telehealth if you are experiencing a medical emergency. If you have a medical emergency, you should dial 911 immediately or visit the nearest hospital.

Using telehealth When should I consider using telehealth?

› ›

When your PCP is not available

›

To request refills for most prescriptions (when appropriate)*

› ›

When traveling and in need of medical care

If you’re considering an ER or an urgent care center for a nonemergency medical issue

During or after normal business hours, nights, weekends and even holidays

SEPTEMBER 2014

Offered by: Cigna Health and Life Insurance Company, Connecticut General Life Insurance Company or their affiliates.

900763 a 05/17

medic911.com

7