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Home My WebLink About3.a. HealthEast Ambulance Service PresentationEXECUTIVE SUMMARY City Council Work Session: April 7, 2015 AGENDA ITEM: HealthEast Ambulance Service AGENDA SECTION: Presentations PREPARED BY: Mitchell Scott, Chief of Police AGENDA NO. 3.a. ATTACHMENTS: HealthEast Primary Service Area Operational Data APPROVED BY: ddj RECOMMENDED ACTION: None BACKGROUND HealthEast is the regionally designated ambulance service for the City of Rosemount and several surrounding communities. In 2012, the City Council expressed concerns HealthEast’s response times to Rosemount were higher than other cities in Dakota County. During two separate Work Sessions in 2012 and 2013, Laura Olson, Director of HealthEast Medical Transportation, explained how HealthEast dispatches ambulances and presented information how response times improved. Representatives from HealthEast met with Fire Chief Richard Schroeder and Police Chief Mitchell Scott several times in 2014 to review HealthEast’s service performance. The Primary Service Area Operational Data report showing improvements in HealthEast’s response times in Rosemount was discussed. Ms. Olson, Dr. Keith Wesley, HealthEast’s Medical Director will be present at this meeting along with Ryan Lybeck, HealthEast’s Operations Supervisor. Mr. Lybeck plans to present information regarding HealthEast’s 2014 response times, volumes of calls, and their community involvement in Rosemount. Mr. Lybeck will also be discussing the changes that have been made in 2015 with the hopes to lower response times. 1215-132002 2/15 20142014 HealthEast Medical Transportation Community Partner Report ii | HealthEast Medical Transportation The staff members at HealthEast Medical Transportation make an impact on their city partners, patients and their families every day. Here are some recent notes of appreciation. From the grandmother of a patient: “In July 2014 my daughter, grandson and a family friend were involved in a car accident in Eagan. My 16-month- old grandson was severely injured from the impact of the crash. He had a large blood clot that formed on the right side of his brain and had to have emergency surgery. He was hospitalized for 13 days with most of those days being in the Pediatric Intensive Care Unit. He has since then almost made a full recovery. I truly believe that if it wasn’t for everyone in all the agencies (Dakota Communication Center, Eagan Police and Fire Departments, and HealthEast Medical Transportation) working efﬁ ciently together in a timely manner this could have had a much different outcome. Our family can’t begin to express how thankful we are for each and every one of you and the role you played in helping him!” Received by an HEMT Supervisor from the daughter of a dying patient: To EMT’s Darah and Andrew: “I received a very nice call from the daughter of one of your patients from December. You were transporting her father so he could die at home and even though a difﬁ cult trip for him, he remarked to family how much he enjoyed it and your company. Speciﬁ cally, he had mentioned to his daughter before his passing that he enjoyed the time you spent talking to him and letting him listen to his favorite music. She wanted to make sure you learned how much he enjoyed his time with you and kept discussing it with everything else going on.” From a grateful patient: “This is a huge Thank You to the HEMT paramedics, Jon, Joe and Alison. In November we had a ﬁ re on the ﬁ rst ﬂ oor of our apartment building. These employees do a fantastic job! I have Pulmonary Hypertension and there was so much smoke. They asked if anyone had breathing problems or other health issues they should know about. I told them about my issue and they truly made me feel safe. My friend was also moved to a HealthEast ambulance. She, too, felt she was in good hands.” From the mother of a young patient: “To EMT Mike and paramedic Matt, thank you so much for taking such good care of my little boy yesterday, and for explaining everything to me calmly. You have no idea how much your careful attention to us both meant to me. My son is doing great today and our whole family is so grateful to you both for your help during such a scary experience. Thank you again!” From the daughter of a patient: “In July my mother fell in her senior’s apartment and required transport. Eric and Andrew were her transport team that day. They were the utmost professionals in being very efﬁ cient in assessing the situation while at the same time explaining everything to mom and reassuring her with each step. They also kept me and my husband informed of what they were doing. In September my mother was again in need of transportation due to back pain as a result of a fall during the night. Marcia and Angela were the staff who arrived. Marcia was exceptionally compassionate while at the same time highly efﬁ cient in assessing the situation and eliciting information from mom while keeping her calm. Angela efﬁ ciently went about taking all vital signs. Both medics explained everything to mom so that she could understand her care. I was very impressed with both groups’ assessment skills and their kind, compassionate manner. Please extend our thanks to these four. The community is fortunate to have such compassionate, well trained care providers in times of emergency or need.” From a patient regarding HEMT paramedics Molly and Andy: “I just received a wonderful call from a patient (and HealthEast employee) that you and your student transported last Tuesday. You picked up the patient in Inver Grove Heights Tuesday morning. She said you were TERRIFIC. She indicated you were professional, caring and competent, and helped put her at ease despite feeling anxious and concerned about her situation. She was so appreciative of the care you provided and wanted to let me know to pass along to you.” Making a difference every day 12 | HealthEast Medical Transportation Report to our community partners To our community partners, Care, Compassion and Collaboration – these are the attributes we at HealthEast Medical Transportation strive for as we care for our patients, and work with our community and EMS industry partners and hospitals. HealthEast Medical Transportation is a leader in emergency medical services and we are proud to provide these services to communities and cities throughout the Minneapolis/St Paul metropolitan area. We are pleased to provide this 2014 year-end report which highlights the important work and activities accomplished this past year. We are privileged to be your EMS provider and look forward to continued partnership within our communities. Laura Olson, Director, HealthEast Medical Transportation Keith Wesley, MD, Medical Director 2014 Community Partner Report | 1 Community Paramedic HealthEast Medical Transportation has developed a Community Paramedic program that currently focuses on behavioral health patients. The program started in June 2014 and currently 50 clients have been through the program. The focus of the Community Paramedic program is to help identify gaps in the care of behavioral health patients and work to close them. The Community Paramedics conduct home safety assessments, medication compliance, hospital discharge summary and analysis and provide medication shots as well. This program is being supported through a DHS Community Grant. Sentimental Journey The Sentimental Journey Program is a collaboration between HealthEast Medical Transportation and HealthEast Hospice, and gives eligible Hospice patients an opportunity to take a last journey to a location or activity that has signiﬁ cance for them. A Sentimental Journey is a meaningful experience for the patient as well as the family and friends who have the opportunity to come along. Examples of potential journey ideas include a trip to see the sunset or Christmas lights, a drive to a childhood home or any other special location such as a school, church or restaurant. A Sentimental Journey takes into account the health and comfort of the dying patient with a goal to fulﬁ ll their wish. Holistic Healing In an effort to reduce the anxiety of patients during inter- facility transports, HealthEast Medical Transportation now offers patients calming music and aromatherapy- scented cotton balls taped to their clothing to provide a soothing experience during transport. For those patients who choose to take advantage of these offerings, their anxiety levels tend to decrease once they have reached their destination. Pinning Ceremony HealthEast Medical Transportation held our ﬁ rst pinning ceremony on October 14, 2014. This ceremony was held to recognize those who have been promoted up through the credentialing and rank structure, including from EMT 1 to EMT 2, Paramedic 1 to Paramedic 2, FTO’s and Field Supervisors. Each quarter we will continue to recognize staff who have earned promotions by completing the required credentialing courses, and invested the time necessary to gain the required experience. Community CPR HealthEast Medical Transportation received two Hands Only CPR grants from the American Heart Association and the Minnesota Resuscitation Program totaling $10,000. We partnered with our Primary Service Area partners to assist them in our own CPR programs. The goal of these grants is to reach out to the citizens in Dakota County and teach hands on CPR. By providing an opportunity to learn CPR, we can save lives together. HEMT Communication Center Remodel HealthEast Medical Transportation’s Communication Center underwent an extensive remodel in 2014. A new radio system, including four new radios, was installed. This will greatly improve our communications capabilities, including adding the ability to access the interoperability talkgroups. In addition to the radio system build, the HealthEast Medical Transportation Communication Center was able to completely rebuild our dispatch stations with new, more ergonomic furniture. Vehicle Services At HealthEast Vehicle Services we not only maintain our own ﬂ eet of vehicles but maintain vehicles for other agencies as well. We have a wide knowledge of most ambulance manufacturers and we will treat your ambulances with the same quality and timeliness of repairs that we do our ﬂ eet. Additionally, we have expanded these services to include building emergency vehicles. We can build anything from squad cars, ﬁ re response vehicles, covert units, supervisor vehicles and even bait cars. Tactical Paramedic We continue to provide support to the Dakota County Mutual Aid Assistance Group (DCMAAG) with the participation of two HealthEast Medical Transportation paramedics who serve as tactical paramedics on the team. Working with the DCMAAG team, our medics participate in training activities, and provide medical aid to DCMAAG team members and citizens involved in a call out if needed. HealthEast Medical Transportation highlights 2 | HealthEast Medical Transportation 2014 Community Partner Report | 11 10 | HealthEast Medical Transportation Emergency Preparedness HealthEast Medical Transportation is actively involved in Emergency Preparedness locally and regionally. We also have our own internal Emergency Preparedness Team that trains quarterly to prepare for large and small scale disasters, including active shooter events. Recently, HealthEast Medical Transportation played a large role in Ebola planning and preparations. This included tabletop drills, simulation exercises with regional hospitals, and training for the HealthEast Medical Transportation Staff. Combat Application Tourniquet Donations Through a generous grant from the HealthEast Foundation, Combat Application Tourniquets (CAT) were purchased and presented at a ceremony held on April 24, 2014, at the HealthEast Medical Transportation’s ofﬁ ces. The CAT were presented to the Police Chiefs of West St. Paul, South St. Paul, Eagan, Inver Grove Heights, Mendota Heights and Rosemount. With the increase of violent world events, there is a new appreciation for the potential lifesaving advantage of tourniquets to control potentially fatal bleeding. The leadership of HealthEast Medical Transportation wanted to provide tourniquets to every police ofﬁ cer in our Primary Service Area cities to be worn on their person during duty. HealthEast Medical Transportation provided the education to these departments on the use of the CAT as part of its on-going Tactical Medical Support for these agencies. Car Seat Safety In 2014, HealthEast Medical Transportation was awarded a $2,500 grant from the HealthEast Foundation to support the Car Seat Safety Program for Children. Currently, HealthEast Medical Transportation conducts car seat safety inspections for families in the Ramsey and Dakota county areas through our Child Passenger Safety Tec hnician (CPST) program. During these inspections they train and educate parents on the proper utilization of car seats, and ensure they are able to correctly install the seats themselves. Often through this process they discover outdated car seats that are unsafe or expired. This grant will fund new car seats to be used for families in need. The CPST program ensures the safety of children and allows HealthEast Medical Transportation to give back to the community. 2014 Community Partner Report | 3 “To become the premier choice in EMS education for public safety, health care professionals, and members of our community, by delivering the most relevant and up to date information, through the use of cutting edge delivery systems, at a competitive price point.” EMT Classes: The EMS Academy conducted a Spring and Fall semester class in 2014 with the Spring 2015 class currently in progress. Simulation Lab: The EMS Academy continues to improve its use of Simulation based training combined with video review for quality and continuous improvement in realistic environments. HealthEast Medical Transportation has developed a mobile simulation lab where they partner with Long Term Care, Skilled Nursing Facilities, Hospitals, and EMS agencies to increase their skills and competencies using a high ﬁ delity manikin. Partners in our PSA: HealthEast EMS Academy continues to foster collegial relationships with partner agencies in our PSA. > IGH PD: Continuing education to maintain ﬁ rst responder certiﬁ cation. > SSP PD: Continuing education to maintain ﬁ rst responder certiﬁ cation. > SMFD: Continuing education to maintain EMT certiﬁ cation. > Eagan FD: Continuing education to maintain EMT certiﬁ cation. > Maplewood EMS: Continuing education to maintain EMT and Paramedic certiﬁ cation. Education and EMS Academy 4 | HealthEast Medical Transportation Cardiovascular Benchmarks Award: St. Joseph’s Hospital received the Thomson Reuters 100 Top Hospitals award for clinical and managerial excellence in evidence- based medicine and quality outcomes. Best Place to Work: HealthEast is one of the top 100 “Best Places to Work in Healthcare” in the nation for the second year in a row from Modern Healthcare magazine. We’ve earned the same title for ﬁ ve consecutive years from Minneapolis/St. Paul Business Journal. 200 9 B e s t P l a c e s To W o r k Woodwinds is a Top 100 Hospital: Woodwinds Health Campus is one of the top 100 hospitals in the United States and one of only four in Minnesota to receive the honor from Thomson Reuters. Exemplary Brain Injury Services: Bethesda received the Award of Exemplary Distinction for Behavioral Program/Brain Injury Services from the Commission on Accreditation of Rehabilitation Facilities. Well-being is an important component of our work at HealthEast – so important that we included it in our vision statement: “Optimal health and well-being for our patients, our communities and ourselves.” We’re particularly proud of these recent HealthEast highlights... 2014 Community Partner Report | 9 HealthEast Medical Transportation gave back to our communities and Primary Service Area partners by participating in a number of events in 2014: Fairview > Amplatz U of M NICU Orientation > U of M Children’s NICU Orientation > Filming U of M ED > Amplatz U of M NICU / Respiratory Simulation > Redeeming Center for Life Neighborhood Block Party Eagan > Eagan Fire Open House > Eagan Streets Alive Event > Eagan Fire Open House > EMS Responder Training > Senior Safety Academy > Trunk or Treat Gathering Woodcrest Church > EMS Responder Training > Eagan Community Center Presentation - Senior Presentation > Fire Training > Woodcrest Carnival Extravaganza > Tribute for Troops > 4th of July Parade > Moose Lodge Family Picnic > Eagan Safety Camp Inver Grove Heights > IGH/SSP Safety Fair > Simley Rig Tour > Live Burn Exercise > Moose Lodge Family Picnic > St. Patrick’s Church Backpack Event Mendota Heights > Live Burn Exercise > Mendota Heights Open House Rosemount > Swat Team Drill > Rosemount Fire Annual Open House > Rosemount Girl Scouts Junior Girls Troop > DNR Work Capacity Testing > Vehicle Testing Dakota County Tech Center X 2 Days > SCCA (Sports Car Club of America) Performance Driving Experience St Paul > Twin Cities Marathon > MMRF (Multiple Myeloma Research Foundation) Race for Research 5k > Walk Like MADD > Make it Happen on 7th Street Night Out Other Events > Burnsville 3Echo Exercise > Burnsville Fire Muster Parade > Cottage Grove Community Health & Wellness Open House > Cottage Grove Strawberry Fest Parade > The Victory Summit Symposium > Dakota County Fair > Golden Valley Kelly Drive Pumpkin Grower’s Assoc > Hugo Good Neighbor Days Parade > Lakeville High School Career Jamboree > Rosefest Parade > Scandia Shores Health Fair > Stillwater Half Marathon & 5K > Woodbury Country Mile 5K / Half Marathon Woodbury Days Parade HealthEast Medical Transportation community events 8 | HealthEast Medical Transportation Twin Cities EMS Conference: HealthEast EMS Academy in partnership with Inver Hills Community College presented the ﬁ rst annual Twin Cities EMS conference. Six college level continuing education credits were offered to attendees through the IHCC. Topics covered included: > Advances in Cardiac Arrest Care > Diagnosis and Treatment of Acute Stroke > Suicide in EMS > Resuscitating, Stabilizing and Transporting a Newborn > Airway Management > Managing Prehospital Deliveries > Hostile Event Response > Selective Spinal Immobilization Regional Conference: HealthEast EMS Academy maintained a strong industry presence by participating in several regional conferences this past year. A few of the conferences they attended include: > Team Steps Conference – U of M; Minneapolis, MN > Teach/Learn Conference – Hinckley, MN > Arrowhead EMS Conference – Duluth, MN > MN Resuscitation Consortium – Minneapolis, MN > Pediatric Trauma Conference – U of M; Minneapolis, MN Community Outreach: HealthEast EMS Academy continues to strengthen its relationships within their community and participated in a number of events including: > CPR training event at Saint Thomas Academy in Mendota Heights, MN > CPR training at Somerset Middle School ISD 197 > CPR training at Eagan Fire open House Eagan, MN > Nursing Skills Fair at Bethel Care Center, Saint Paul, MN > Several ﬁ rst aid training and site tours for local girl scout troops 2014 Community Partner Report | 5 HealthEast Medical Transportation has an active and committed Quality Department, devoted to exceptional patient-centered care for the communities and hospitals we serve. Taking a comprehensive approach in surveying our operations, quality management staff are able to promote remarkable performance throughout our service models - Ambulance Transport, Vehicle Services, Courier and MedKab. The Quality Department is constantly at the forefront searching for new and innovative treatment modalities. In the past year, we have acquired or implemented: > Video Laryngoscopes – considered the most advanced tool for placement of high level airways including the capability to record the procedure > Technologically advanced new safety IV needles that prevent inadvertent needle sticks and exposure to blood borne diseases > Progressive pain relief guidelines to eliminate discomfort of patients > Holistic Therapy – offering the choice of essential oils and/or music for treatment of stress and anxiety. > EMCOOLS – a procedure for early cooling in sudden cardiac arrest that has been shown to markedly improve outcomes > Power-Load stretchers for enhanced safety of patients and staff Onsite Medical Direction enhances HealthEast Medical Transportation’s ability to create a robust quality program predicated in the belief that client care is of the utmost priority. Collaboration with the Quality and Education Departments has led to the most highly skilled staff of prehospital providers in the metro area. In association with allied ﬁ re departments and ﬁ rst responders, HealthEast Medical Transportation has developed a highly successful team approach to delivery of emergency medical services. HealthEast Medical Transportation has celebrated many successes in the past year with excellent outcomes of our patients. We measure our successes through a variety of means: > Patient experience and satisfaction levels > Clinical outcomes ensuring unprecedented care > Cardiac Arrest survival – exceeding the national benchmark > Road Safety – an ambulance driving system to monitor and reinforce safe driving while reducing accident rates – attaining the highest national driving scores > Community and Hospital satisfaction > Employee engagement and satisfaction For over 100 years, HealthEast Medical Transportation has demonstrated our commitment to the communities we serve. We take a global approach to caring for people and attending to all dimensions of our patients’ physical, emotional and spiritual needs. HealthEast Medical Transportation’s Quality Department exists to ensure that we continue to provide the very best care and strive for sustained excellence. Quality 6 | HealthEast Medical Transportation Critical failures A critical failure is a sudden or unexpected interruption of service to a patient during the response or transportation phase – Including scheduled and emergency transports. Road safety ABC miles Road Safety driver monitoring program’s monthly calculated average miles between counts (ABC) for all ﬂ eet ambulances. Crash rate A motor vehicle ﬂ eet accident is deﬁ ned as any occurrence involving a ﬂ eet motor vehicle that results in death, injury or property damage, unless such ﬂ eet vehicle is properly parked. Sudden cardiac arrest survival Utstein survival rates of patients whom experience a sudden out of hospital cardiac arrest. HealthEast Medical Transportation National Benchmark Initiative Benchmarking resources: North Central EMS Institute, Thomco Insurance Formula: (# crashes* 1,000,000)/total miles driven (Lower is better) 0 1020304050 National Benchmark HealthEast Score (Jan. 1, 2014 – Dec. 31, 2014) 32.25 .95 0304010 20 National Benchmark HealthEast Score (Jan. 1, 2014 – Dec. 31, 2014) 27.8 33.3 Formula: (# critical failures * 10,000)/total miles driven (Lower is better) 012345 National Benchmark HealthEast Score (Jan. 1, 2014 – Dec. 31, 2014) 3.4 1.2 0 10050 150 200 250 300 National Benchmark HealthEast Score (Jan. 1, 2014 – Dec. 31, 2014) 165 73 (Higher is better) 2014 Community Partner Report | 7