HomeMy WebLinkAbout2.a. HealthEast Ambulance Service
EXECUTIVE SUMMARY
City Council Work Session: November 13, 2017
AGENDA SECTION:
AGENDA ITEM: HealthEast Ambulance Service
Discussion
PREPARED BY: Mitchell Scott, Chief of Police AGENDA NO. 2.a.
ATTACHMENTS: None. APPROVED BY: LJM
RECOMMENDED ACTION: Discuss HealthEast Ambulance response times.
BACKGROUND
HealthEast is the regionally designated ambulance service for the City of Rosemount and several
surrounding communities. In 2012, the City Council expressed concerns that 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 Operations of HealthEast, explained how HealthEast dispatches
ambulances and presented information on how response times improved. In 2016 Police Chief Mitchell
Scott and Fire Chief Richard Schroeder began to observe the response time slipping back to where they
were in 2012. In early 2017 HealthEast made several personnel changes. HealthEast hired their new
Director of Operations, Mr. Thomas Edminson, as well as Mr. Thomas Dunn, their new Ambulance
Operations Manager.
Representatives from HealthEast have met with Police Chief Mitchell Scott on a monthly basis in 2017 to
review HealthEast’s service performance. Primary Service Area Operational Data reports showing the
increased response times as well as the improvements in HealthEast’s response times in Rosemount were
discussed.
Mr. Edminson will be present at this meeting along with Mr. Dunn. Mr. Edminson plans to present
information regarding HealthEast’s 2017 response times in Rosemount, as well as the new operations plan
they are implementing.
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We are called to improve the health of our neighbors.
Mil a1;V
Create a '"customer first" experience
Act with courage
Nurture trust and confidence
Find joy in what we do
VISION
Optimal health and well-being for our patients, our communities and
ourselves.
BRAND PROMISE & ESSENCE
Promise The HealthEast family empowers you and your family to
We Ifle better
Essence: Kinship I Ermpowearfent ! Harmony
SMITUAL PHILOSOPHY
HealthEast was created when four health care organizations merged. Each organization was meted in the Christian tradition, from which it heard
God's call to "love your neighbor"Asa response to that call. each sought to provide a ministry of healing for ail throughout the Twin Cites East
Metro area. Inspired by this heritage, HealthEast remains committed to a ministry of compassion and healing in a way that respects the digmly
of every person antl honors her/his faith, cuflure and community.
HealthEast 0
MEDICAL TRANSPORTATION
Our Value to Your Community: Our Team Members
HealthEast Medical Transportation employs some of the best, most qualified providers in the
industry. Offering a wide variety of services such as:
o BLS (Basic Life Support)
o ALS (Advanced Life Support)
o Critical Care
o MedKab (wheelchair transports)
o Bariatric Services
0 911 services
o Interfacility transports
o Community Paramedicine
o MAAG Team paramedics (Swat Team)
o Disaster deployment and relief services
o Special event/Standby medical services
HealthEast Medical Transportation works hard to ensure its providers are equipped and trained
to handle any medical transportation need that may exsist. With proven service since 1910
HealthEast Medical Transportation shows its compassionate care every day in the quality
service it provides.
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HealthEast 0
MEDICAL TRANSPORTATION
Our Value to Your Community: Education
At HealthEast Medical Transportation, training and education of our providers is a priority.
Employing a full time on site Medical Director allows the quality of the care provided to be
monitored extremely closely and education to be presented and catered to specific needs.
The HealthEast EMS Academy provides training not only to our own providers but also to our
partners. This includes first responders in the PSA's (primary service area) we provide services
in, the communities we serve as well as to our Hospital providers. Partnering with multiple area
educational institutions such as Century College, Inver Hills College and The University of
Minnesota, gives HealthEast Medical Transportation the opportunity to provide top notch
education.
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State-of-the-art facilities. Tops -in -their -field instruati
YOU' CI1dnC4' tO Tefine y011r k0pwiedge dnd Skills thlO-[I
tighquality COOlinUU9 edurAmn OPPMJFIt eS.
—Keith Wesle0. HealthEast` Metlical Director
HealthEast o
Can system
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HealthEast 0
MEDICAL TRANSPORTATION
Our Value to Your Community: QA/QI
PURPOSE:
The Quality Assurance/Quality Improvement program strives to continually improve delivered
patient care through retrospective analysis of patient care and reporting/feedback mechanisms
to individual patient care providers.
PROCESS:
Retrospective analysis of patient care is accomplished through monthly patient care studies
that look at how licensed emergency medical technicians and paramedics assess, treat and
document specific illnesses and injuries out in the pre -hospital arena according to protocols
established and monitored by our Medical Director and Quality Assurance team. Two
perspectives are evaluated for each retrospective patient care study:
The Base -line perspective: A base -line patient care study looks at patient care in its "virgin"
state. No advanced notifications are issued to the emergency medical technicians or
paramedics that such a study is being conducted. This gives the QA department a look at
patient care on its own accord and without the benefit of remedial education. This study is used
as a comparison to future follow-up studies to identify positive or negative trends in patient
care corporately and individually.
The Follow-up perspective: A follow-up patient care study looks at patient care in its post
education state. Crew members are notified two weeks in advance that a follow-up study will
be conducted concerning a specific illness or injury. This study is compared to the base -line
study for notable trends.
REPORTING AND FEEDBACK:
The main focus of the Quality Assurance program is to educate employees of trends in patient
care. Appropriate assessment, treatment and documentation of these patient encounters are
the main focus of the educational model. According to the Quality Assurance Education
Algorithm, the following processes are used:
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HealthEast O
MEDICAL TRANSPORTATION
Individual Feedback with Supporting Documentation (step one): With each base -line and
subsequent follow-up study, individual crew members are provided a feedback form, which lists
the individual's patient care reports that were audited and any comments concerning
deviations in assessment, treatment or documentation protocol(s). Supporting documentation,
such as sanitized run reports, applicable protocols, textbook references and the like, are
included with the individual feedback as a means for education.
Performance Review and Feedback Form (PRFF) (step two): When an individual repeats a
protocol deviation in subsequent studies, a letter is provided to the individual explaining the
repeat deviation, along with a PRFF. The PRFF is a signed acknowledgement by the individual
that he/she has been advised of the repeat deviation and requires that the PRFF be returned to
the Quality Assurance department. This process places a greater responsibility on the individual
for behavioral change.
Classroom or Clinical Education (step three): When steps one and two have failed to change
patient care behavior, the individual is then required to physically attend a classroom
presentation specific to their deviation issue or attend a clinical rotation at a local hospital for
help in mastering a specific skill.
Medical Director Referral (step four): As determined by the Quality Assurance department, all
individuals who are unsuccessful in attaining an appropriate level of improvement in patient
care are referred to the agency Medical Director for further action.
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HealthEast
MEDICAL TRANSPORTATION
Our Value to Your Community: Overall Industry Involvement
HealthEast Medical Transportation works hard to help promote excellence in the industry. By
participating in national and local level associations HealthEast Medical Transportation is able
to have a larger voice in public policy, protect interests and remove obstacles to growth. All of
which allow a better service to be provided to the community. These organizations have a seat
at the table of all major legislative and regulatory organizations that make decisions affecting
the ambulance industry.
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• ADVANCING EMERGENCY CARE --V�—
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MEDICAL TRANSPORTATION
Our Value to your Community: Technology
Caring for communities, patients, and staff members is a complex task that carries great responsibility.
Utilizing the latest technological innovations is one method for helping HealthEast Medical
Transportation and our partners achieve success.
ZOLL
Zoll RescueNet Suite
RescueNet'
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HealthEast Medical Transportation has partnered with Zoll in an effort to obtain the latest technology for
ePCRs, dispatch services, and billing. Zoll is the leading provider of the world's fire and EMS information
management system. Zoll's RescueNet Suite improves efficiency and the effectiveness of our team.
EMS technology in communications and dispatching is a critical component for strategically placing
vehicles in the most effective positions in a timely manner. HealthEast Medical Transportation knows the
importance of this need and as such has made significant investments to provide the latest technology to
enhance the delivery of emergency medical services through call taking, dispatching, vehicle status
designation, mapping, tracking and reporting functionality. All information from call intake to dispatch to
crew documentation to billing is accomplished through Zoll's RescueNet suite. This seamless transition of
information eliminates information transfer errors and expedites the billing process. HealthEast Medical
Transportation works with Zoll to create custom options to further enhance efficiencies both in the field
and in the billing center.
HealthEast Medical Transportation was amongst the first to integrate electronic EMS records and
continues to remain "ahead of the curve' by continuously refreshing our technology base. As a partner
with Zoll, we use RescueNet Billing, RescueNet ePCR and RescueNet Dispatch solutions for high
performance EMS agencies.
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MEDICAL TRANSPORTATION
Dispatch Pro
This add on software utilizes historical data to predict call volume and location. It takes all of our past data
to show where the next calls will be. This helps our dispatch center move the proper vehicles into position
allowing for the quickest response times. This system allows for optimum post assignments for each of
our vehicles giving a visual display of the vehicles optimal coverage area with real time updates. Giving a
radar type visual display, vehicles can be positioned throughout our response area allowing us to optimize
the responses to emergency calls.
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MEDICAL TRANSPORTATION
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OPTICOM I CANOGA
Opticom Emergency Response
Using coded infrared (IR) transmitters mounted on emergency vehicles, the Opticom IR platform
communicates securely with the intersection's traffic controller to request a temporary right of way.
GTT's legacy IR platform provides line -of -sight Emergency Vehicle Preemption (EVP) in order to decrease
response times, and improve safety for emergency responders and the community.
Built on more than 45 years of Opticom signal priority performance and reliability, the Opticom IR
platform is installed in all of HealthEast Medical Transportation's vehicles as well as in intersections
worldwide.
The Opticom IR platform brings together a combination of proven hardware, advanced software and
comprehensive services to enable faster and safer on -scene arrivals for departments of any size.
stryker
HealthEast Medical Transportation utilizes Stryker stretchers and stairchairs to move patients safely and
efficiently. These best in class solutions help to ensure the patient's as well as our provider's safety.
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HealthEast
MEDICAL TRANSPORTATION
ISCOIe SOFTWARE INC.
eCore is a leading provider of web based software applications, specifically geared toward public service
organizations. HealthEast Medical Transportation has taken advantage of their ePro suite applications.
Benefits of ePro
ePro Applic.
Desc
ePro Scheduler is an extremely
• Streamlines scheduling
ePro Scheduler
flexible and scalable web -based
Sends alerts to management
employee scheduling software
over scheduling gaps
solution that makes scheduling
• Cost-effective reducing time &
easy, intuitive and cost effective.
expense within operations
a Communications tools provide
With a wide range of options and
an informed staff with
settings, ePro Scheduler Plus
messaging, email and texting.
becomes a fine-tuned employee
• Robust certification
scheduling machine addressing
management
specific needs. It is ideal for
public service organizations like
EMS operations.
ePro Tracker
Offers 24/7 incident reporting,
• Instant alert notification to
compliance, HR management,
management of incidents
Field location management,
• 24/7 web access for employees
integrated calendar, online
and management
document library and integrated
• Document Management
Database
user interface.
ePro Fleet
ePro Fleet is a go -to solution for
• Preventative maintenance
all fleet management and
schedules
maintenance needs. With ePro
• Detailed work tickets
Fleet, managers create detailed
• Vehicle problem reporting
profiles and assign custom
• Vehicle cost tracking
preventive maintenance
schedules for every vehicle. Field
employees log in to report
vehicle problems and submit
custom check sheets. ePro Fleet
saves time keeps vehicles on the
road and ready!
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HealthEast 0
MEDICAL TRANSPORTATION
GEOTAB
management by measurement
HealthEast Medical Transportation has outfitted all of our vehicles with Geotab technology.
Geotab allows HealthEast Medical Transportation to adopt a "Security First" principle. To protect
our customers and partners, Geotab helps us by constantly reviewing, evolving, and improving
our security mechanisms and processes.
Utilizing Geotab, our vehicles send data from a multitude of sources, including the engine, the
drivetrain, the instrument cluster and other subsystems. Utilizing multiple internal networks, the
Geotab captures much of this data and results in the richest collection of information. This data
is comprised into reports that help to manage the driving of our employees and more importantly
helps us to maintain safe operations.
Geotab's fleet safety reports provide advanced insight into drivers' on -road activities. Risk and
safety scores are assigned to individual drivers based on various factors: speeding, seatbelt usage,
braking habits, degree of corner turn and acceleration. Geotab reports also illustrate daily, weekly,
or monthly driving trends to enable managers to develop performance benchmarks and
education programs.
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HealthEast Medical Transportation utilizes technology from Digital -Ally who provides digital
video tools needed to increase driver safety, track assets in real-time and minimize the
company's liability risk all while enabling our managers to operate the fleet at an optimal level.
With features and capabilities that are fully -customizable, Digital Ally's products are simple to
operate and maintain while being reliable and extremely durable.
This equipment allows for video images combined with sound to be utilized to improve driver
safety.
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HealthEast 0
MEDICAL TRANSPORTATION
Our Value to your Community: Vehicles
Benefits of Using REV Group Vehicles
HealthEast Medical Transportation values each patient and crew member; therefore, we cannot put faith
in just any vehicle manufacturer offering the best deal. HealthEast Medical Transportation is a strategic
partner with the REV Group. This partnership guarantees that we have the highest quality vehicles for
our staff and our patients. The REV Group offers only the most advanced systems: from collision warning
systems to advanced ambulance telematics, crews will arrive to the scene swiftly. REV's fleet of
ambulance manufacturers strive to deliver unmatched versatility. From the economical designs to
custom ambulance builds, REV offers the world's most diverse lineup. This serves to guarantee that their
products are above industry standard and continuously improving.
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HealthEast 0
MEDICAL TRANSPORTATION
Preventative Maintenance
Each vehicle operated by HealthEast Medical Transportation is maintained in safe operating condition.
Using the eCore Fleet Management System software program, we are able to accurately monitor
preventative maintenance schedules. All necessary vehicle maintenance is completed in ourstate-of-the-
art facility. Vehicles are inspected on a daily basis and have regularly scheduled preventative maintenance
performed, based on unit mileage, to ensure the vehicles provide safe and reliable transportation in both
emergency and non -emergency incidents.
These vehicles will comply with all applicable federal, state, county and City licensing requirements.
Commercial up -fitting:
HealthEast Medical Transportation is lucky enough to have the honor to be trusted by multiple local area
Police and Fire Departments to complete their vehicles. In this we take delivery of a stock vehicle and
turn it into what is used day in and day out to protect the citizens of the areas they serve.
1-
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HealthEast
MEDICAL TRANSPORTATION
Community Paramedicine / Population Health Management
Community Paramedicine is innovative in that it adapts an existing resource to an unmet need
that plays on the strengths of the paramedic. Community Paramedicine is a new healthcare
license in Minnesota. HealthEast Medical Transportation has successfully completed trials in
using Community Paramedics to improve the transitions of care for patients with behavioral
health issues. The CPs have been effective in preventing medication errors, troubleshooting
care plans in pragmatic ways, bridging patients between visits, proactively identifying problems
and implementing solutions before they reach an emergency level and adding to behavioral
health capacity in a cost effective way. The CPs have been able to reduce preventable
readmissions and improve patient's navigation of the behavioral health system. Paramedics are
highly trained problem solvers and the additional training to become a community paramedic
expands these abilities from only emergency care to the management of chronic diseases,
especially during times of transition.
At HealthEast Medical Transportation, Community Paramedics have been working with patients
who have behavioral health needs, helping them move from inpatient behavioral health units
back to their communities. CPs do not replace home health care services, but offer similar
benefits to people who do not qualify for home health care or who have other needs.
Community Paramedics can provide:
• Increased screening via outreach/interventions in the home and community
• Increased prevention via home and community programs, including supporting existing
organizations
• Increased treatment compliance and effectiveness by providing in home assessments
and transition health coaching
• Increased medication compliance/safety via home medication reconciliation
• Improved documentation and EMR use by deploying EPIC in the home, my chart
coaching
• Targeted population interventions, like screening for diabetes and heart disease in
Southeast Asian men (partner with HealthEast Heart Care)
• Unscheduled care to help improve appropriate utilization, as well as increase
capacity/access to primary care
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HeahhFast 0
MEDICAL TRANSPORTATION
911 Emergency Call Response
HealthEast Medical Transportation currently provides 911 Emergency call response to the
following communities:
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South St. Paul
Inver Grove Heights
Mendota Heights
Mendota
Lillydale
Eagan
Rosemount
Coates
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HealthEast*
MEDICAL TRANSPORTATION
HEARTSafe Communities
In pursuit of providing the highest quality of patient care and improving cardiac arrest survival
through community outreach, HealthEast Medical Transportation is seeking to help facilitate
the designation as a HEARTSafe Community for our Dakota County residents.
HEARTSafe Community is a program designed to promote survival from sudden out-of-hospital
cardiac arrest. It is a general concept focused upon strengthening the "chain of survival" as
described by the American Heart Association; it recognizes and stimulates efforts by individual
communities to improve their system for preventing sudden cardiac arrest (SCA) from
becoming irreversible death. The process HealthEast will help champion will involve bystander
CPR education, facilitating access to AED's in public places, and evaluations of how we respond
to cardiac arrests in the community.
HEAR`f Safe
—V
Com rundy
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HealthEast 0
MEDICAL TRANSPORTATION
Partnership with Rosemount Public Safety Agencies
L
id Overdose Ki,
HealthEast Medical Transportation works to partner with our primary service area public
service agencies to offer education and support whenever possible. Recently we were able to
work with Rosemount Police Department on their use of Narcan in the field. Offering our
partner agencies, the full use of our educational services if desired as well as our overall
industry specific knowledge and expertise helps bring value to our partners.
HealthEast Medical Transportation meets regularly with our PSA partners to discuss services
being provided, identify any opportunities and discuss any potential changes. Recently
leadership has meet with Rosemount Police Department to work on improvements to our
overall response times and have made sustainable changes ultimately improving response
times drastically.
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