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SANTA ROSA COUNTY OPERATION REPORT

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SANTA ROSA COUNTY OPERATION REPORT Powered By Docstoc
					       S A N TA R O S A C O U N T Y O P E R AT I O N R E P O R T
                                               DECEMBER 2008

Response Time Performance
Lifeguard Ambulance Service is excited to bring
                                                     96
2008 to a close with unprecedented response
time performance, confidently transitioning into a   95
new year with the momentum necessary to take
the Lifeguard organization and services to the       94
next level!
                                                     93
Key Statistics:
Call Reliability:                                    92

Combined Call Reliability = 92.81%                   91
Urban Call Reliability = 92.80%
                                                     90
Rural Call Reliability = 92.94%
Average Response Times:
Urban Response Times = 6:58
Rural Response Times = 11:23
                                                              Combined Call Reliability Percentage 2008

                                  “Taking the organization to the next Level!!”
System Resource Utilization
                                                      1600
During the month of December, Lifeguard re-                                                           January
sponded to 1268 requests for service, 952 emer-       1400
                                                                                                      February
gency calls, 316 non-emergency, for a total
                                                      1200
transport volume of 1036 patients.                                                                    March
                                                      1000                                            April
Lifeguard is committed to executing system re-         800                                            May 
source strategies that maximize ambulance pro-
tection to the nearly 150,000 citizens of the com-     600                                            June
munity across the 1017square miles of Santa                                                           July
Rosa County with industry leading results.             400
                                                                                                      August
                                                       200
                                                                                                      September
Lifeguard works seamlessly with members of the
                                                          0
Santa Rosa County Communications Center to                                                            October 
                                                                    April




                                                              December 
                                                                October 
                                                                February




                                                                     July

                                                              September
                                                                  August
                                                                  March
                                                                 January




                                                                    May 
                                                                    June




                                                              November




maintain a continual uninterrupted “Pulse
                                                                                                      November
Check” of the system to ensure the most appro-
priate ambulance deployment design that care-                                                         December 
fully matches ambulance supply to call demand.
                                                                  Response Volume By Month 2008
Clinical Performance and Quality Improvement
Lifeguard is committed to clinical and customer service excellence and expends a great deal of energy to en-
sure a strong quality improvement (QI) process. The current QI process consists of patient care reports being
generated by the field staff and centrally forwarded to a Shift Lieutenant who manually reviews 100% of all
“High Intensity” calls and 100% of all calls in which medications were administered, along with a random sam-
pling of 20% of the overall calls for that date of service and forwards each chart to the medical director for fur-
ther review. High Intensity Call Types = Trauma Alerts, Stroke Alerts, STEMI Alerts, Cardiac Arrests, Calls
requiring the use of advanced airway/RSI. During the month of December, members from the Lifeguard train-
ing office worked with the Santa Rosa County Medical Director to revise and enhance the new employee ori-
entation and field training program.

Community Education and Community Service

Lifeguard Ambulance Service has a true
commitment to the community, a commitment that
goes over and beyond the call of duty, past the
expectations of a contract, to the door step of
those we are so fortunate to be serving. During
the month of December, Lifeguard launched the
first annual “Home for Christmas” program.

The “Home for Christmas” program provided
complimentary ambulance transportation on
Christmas Eve and Christmas Day to residents in
skilled nursing and assisted living facilities that
would otherwise be separated from their families
because of limited specialized transportation to be
home for Christmas dinner.


Training and Education
Lifeguard offered two Evasive Vehicle Operators Courses (EVOC):
♦ EVOC is a National Standard curriculum that covers the basic knowledge required for ambulance operators
including the legal aspects of ambulance communication, ambulance types and safety considerations.


Financial Performance and Cost Recovery
During the month of December, Lifeguard made definite strides towards building a stronger set of processes
to ensure the greatest opportunity to maintain accountability of patient care reports, process patient insurance
data locally and close the billing month out on the 1st of each month in order to expedite the cost recovery
process.


Opportunities for System Improvement
Lifeguard began designing an on-line patient satisfaction survey that is forecasted to go live in January 2009,
providing another medium to receive feedback from the customers that we are so fortunate to be serving
each day.
                  Lifeguard is committed to ensuring “100% Customer Service Excellence”

				
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