Annua l Re t - Mobile Medical Response

Annual
Fiscal Year 2014
or t
p
e
R
Listen to our Customers –
Dear Community Member,
Mobile Medical Response
(MMR) has one committed
and central focus – to
provide our communities
with unrivaled access to
medical care.
This year we are celebrating 20 years of
service to our communities and have
surpassed 1,000,000 patients served.
Our organization has grown to over
105 ambulances, approximately 600
employees and is now licensed to operate
in 13 counties in the state of Michigan. We
believe our success and continued growth
is based on creating a vision of perfection,
listening to our customers and delivering
on our promise.
Creating a Vision of
Perfection – Our mission statement
urges us to provide service to our
communities that exceeds expectation.
At MMR we focus on creating “raving fans.”
We believe that just satisfying our patients,
families and communities is not enough.
We want those we served to be so pleased
that they can’t wait to tell someone about
our service.
Our patients want us to get to them in a
timely manner, take care of the problem
and treat them with respect. We do this
by committing ourselves to create a
competent, compassionate, empowered
and accountable workforce. We have
experienced success in this regard. In
MMR’s 2014 patient satisfaction survey
we had a 98.2% positive response when
patients were asked if they were likely to
recommend MMR to others.
Deliver on our Promise – MMR
strives to consistently improve service by
collaborating with our communities and
focusing on outcomes. We continue to
work with our communities in developing
solutions to improving community
response to sudden cardiac arrest. Over the
last 5 years, MMR has trained over 10,000
citizens in CPR, deployed over 50 AEDs
through a matching grant program and in
collaboration with the Pulse3 Foundation
enrolled over 4,000 people in PulsePoint
smart phone cardiac arrest alert system.
MMR does what we say by providing a
consistent, high level of service while
continually improving service. During our
2014 fiscal year MMR was re-accredited
by the Commission on Accreditation of
Ambulance Services (CAAS). MMR has
been accredited by CAAS since 1997. Our
state of the art Medical Communications
Center was re-accredited as an Accredited
Center of Excellence by the International
Academy of Emergency Dispatch.
MMR was the first EMS organization
in Michigan to receive that distinction
back in 2011. Also, over the last year,
MMR’s dispatch center was recognized
by the National Center for Missing
and Exploited Children as the first
EMS dispatch center in the United
States to meet their policy and training
requirements.
In addition to this validation of
consistent high performance, MMR is
playing an important role in the health
care delivery system as it moves from
volume to value. Our data indicates we
are improving pain management and
documentation as well as response to
stroke management in our community.
As we celebrate 20 years of service to
our communities and treating over one
million patients, I would like to thank
our community partners, patients and
families for their support. In addition
I would like to thank our devoted
employees for providing professional
and compassionate care to our
patients at their most vulnerable time.
We are abundantly grateful for your
contributions to our mission.
Sincerely,
Mark Thompson
MMR President
2014
1994
24
100
2000
4
3
3.4 million
$1.05/gallon
13,068
300,000
Paper
105
600
7500
19
13
18.1 million
6.5 million
$4.25/gallon
89,226
1.5 million
Electronic
Ambulances
Employees
Square miles
Hospitals
Counties served
Payroll
Diesel fuel
Annual billable calls
Population
Patient care reports
Ambulances
Employees
Square miles
Hospitals
Counties served
Payroll
Charity care
Diesel fuel
Annual billable calls
Population
Patient care reports
MMR Services
Community
CPR and
First Aid
Instruction
Wheelchair
Van Service
Membership
Program
Medical
Dispatching
Services
Disaster Assistance
Response Team
Continuing
Education
for EMS
Professionals
EMS
Training
Centers
Basic and Advanced Life
Support and Critical Care
Transportation Services
Billing and
Consulting
Services
Medical Stand-By Service
for Community Events
Fleet
Maintenance
Two Decades of
Clinical Advancement
Health care is always in a constant
state of change and refinement. Over
the last 20 years the EMS industry
has made significant advancements
in the practice of pre-hospital care
and transport of the sick and injured.
Years ago, a quick response time
was one of very few measurements
of success. We now know it is much
more important to take a more “system
approach” to calls for service. Sending
the proper level of care based on caller
information over simply “racing” lights
and sirens to every call has made a
difference in how EMS now functions
within the public safety environment.
Some of the most notable changes
have been in the area of trauma.
Twenty years ago we treated patients
on scene with IV’s and compression
devices. We now know that rapid
transport to a regional trauma center
where a surgeon is standing by is
paramount. We continue to stabilize
the patient while enroute but no
longer delay transport to achieve that.
State of the art equipment and devices
allow us to quickly stabilize patients for
transport.
By contrast, we found that we
can better manage cardiac arrest
patients on the scene. The entire CPR
procedure has changed dramatically. CPR
compressions are no longer interrupted
to perform other procedures. EMS crews
simply work around each other to keep
compressions steady and strong, and blood
and oxygen flowing to the heart and brain.
MMR introduced “Rescue Pods” in 2013,
a device that increases the amount of
circulating blood to reach the vital organs
in cardiac arrest patients. We also have
several mechanical CPR machines in our
most rural communities where CPR rescuer
fatigue can be an issue. These machines
called “thumpers” perform the “hands
on” CPR for us. We know that the more
common use of AEDs and bystander CPR
in the community is helping to save lives. A
smart phone application called PulsePoint
is yet another example of exciting
technology used as we work towards
achieving heart safe communities.
We continue to find better ways of
controlling obstructed airways in patients
by investing in LED technology to visualize
the airway with intubation. We strive
to better control our patients’ pain and
discomfort not only with medication, but
the human touch as well. MMR has recently
embarked on a company-wide customer
service training initiative as our industry
moves into value and quality based
measurements and outcomes.
“I have been
consistently
impressed with
MMR’s ability
to succeed both
strategically and
operationally. MMR functions
as a successful
business
because its
leaders always
demonstrate
strong
professional
values.” - Spence
Maidlow, CEO,
Covenant
Healthcare
Phil Petzold
Jim Zobel
Matt Foley
Sheri Bird
Carl Bryans
Randy Barnes
20
Year
ber
Jeff McCum
lis
Nick Berne
erald
Dave Fitzg
s
n
a
r
e
Vet
MMR Salutes
Our 20 Year
Employees!
Jay Coop
er
Bill Hall
Rick Gil
man
Dave Crampton
On day one, MMR employed a staff of
approximately 124. Today, there is an elite
group of 14 that continues to serve our
patients and communities. MMR salutes
these employees for their longstanding
dedication to our organization, to careers in
EMS and to providing outstanding patient
care, leadership, innovation and creativity.
Tuscola County Operations
Randy Barnes, EMT
Matt Foley , EMT
Jeff McCumber, Paramedic
Jim Zobel , Paramedic
Rick Gilman, Paramedic Supervisor
Saginaw & Bay County Operations
Dave Crampton, Paramedic
Sheri Bird, Paramedic
Steve Spellerberg
MMR West
Carl Bryans, Paramedic Supervisor
Arenac County
David Fitzgerald, Paramedic Supervisor
Administration
Steve Spellerberg, Fleet Maintenance Manger
Bill Hall, Instructor/Coordinator
Phil Petzold, Operations Manager Tuscola Co.
Nick Bernelis, Operations Manager Iosco Co.
Jay Cooper, Director of Ancillary Services
MMR Timeline
of Growth
1994
1995
1996
“We here at MMR are proud of the
progress that we have made over the
last 20 years as we transitioned from
multiple ambulance companies to the
very efficient company we are today.
What was a vision of quality and service
has become a reality and we continue to
strive to improve even further. None of
this progress would be possible without
the dedication of our employees and
the support of the communities we
serve. We promise to continue to deliver
excellence in each interaction with our
company and compassionate, quality
patient care to our communities.”
- Jim VanTiflin
Chair, MMR Board of Directors
1998
2000
2001
2003
2004
2007
2009
2010
2013
Inception of MMR in September
Gratiot County EMS becomes MMR
of Gratiot County
MMR begins operation in Isabella
County, Arenac County EMS
becomes MMR of Arenac County,
MMR purchases Frankenmuth
Ambulance Services, MMR
purchases Clare County EMS.
MMR becomes exclusive provider
of EMS services in Isabella County
MMR begins operations in
Crawford County
MMR begins operations in Bay
County
MMR and Vassar Area Ambulance
Service combine forces to form
Vassar Area MMR
MMR purchases Chesaning Valley
Ambulance
MMR begins operations in Owosso
Township and City of Durand
MMR begins operations in Genesee
County
MMR becomes sole provider of
EMS services in Clare County
MMR begins operations in Lansing
with preferred provider agreement
with Sparrow Hospital
Predictability
Software
It Works!
Last year MMR rolled out new software technology
called MARVLIS in our dispatch center that uses
historical call data to forecast call locations. The
software seamlessly integrates with our CAD or
computer aided dispatch technology to predict
the time and location of the next called based on
six years of call data. The technology has proven
to be a valuable asset to our Medcom center and
to our staff in the ambulances. We have been able
to modify the placement plan for our ambulances
from a static system to a dynamic, flexible system.
We are now positioning resources based on
demand for services rather than merely covering
square miles. This has resulted in the significant
reduction of unnecessary post moves, reduction of
mileage on our vehicles and fuel costs. However,
most importantly, this system puts our resources
in the right place at the right time allowing for
improvement in response times to our callers.
(decrease of 1,000 miles per week @ savings of
$52,000 annually fuel and maintenance costs)
Predicted demand, displayed visually, allows
dispatchers to strategically place resources.
MMR Aligned to Secure FIVE National
EMS Accreditations & Certifications
TE
AL
ION
NAT
THE INTER
ER
GE
NCY
DISPATC
H
NCE
ACE
LLE
E DI
ACE – Accredited Center of Excellence, International Academy of Emergency
N T R E OF
CE
ACCR
CE
EX
D
CAAS – Commission on the Accreditation of Ambulance
Services – the gold standard in the ambulance industry
for organizational and operational success. MMR has been
CAAS accredited since 1997 and was recently recognized by
CAAS for a perfect score re-accreditation review.
AC
ADE OF EM
MY
Dispatch – Accredited Centers share a common goal of improving public
care and maximizing the efficiency of 911 systems. The National Academies
of Emergency Dispatch, through its College of Fellows, has established a high
standard of excellence for emergency dispatch, providing the tools to achieve
this high standard at both the dispatcher level through Certification, and at the
communication center level through the Accreditation Program. MMR provides
superior, up-to-date public care and efficient resource utilization to achieve
maximum results in emergency situations.
CAC – Certified Ambulance Coder, National Academy
of Ambulance Coding – the nation’s leading source for
education and certification programs in ambulance billing
and compliance, arms EMS billing professionals with the
critical knowledge and commitment to excellence necessary
to assure accuracy, professionalism and compliance. Many of
our professional billers are Certified Ambulance Coders.
Letter of Review – MMR has submitted the
ASE – ASE is short for the National Institute
for Automotive Service Excellence. Since 1972
ASE has worked to promote excellence in
automotive industry by testing and certifying
repair and service professionals. Each one of
MMR’s Fleet Maintenance staff are ASE certified.
application to have our paramedic training program
accredited. Accreditation helps to assure potential
students that a school is a sound institution and
has met certain minimum standards in terms of
administration, resources, faculty and facilities. MMR
has taken the necessary steps to design our programs
to meet the accreditation standards and is currently
awaiting our approval status.
Providing a Safe Working
Environment
MMR Fleet Maintenance Department
First impressions do make a difference. From our uniformed staff to our building
grounds, we take great pride in our appearance. Our ambulances and response
vehicles are no exception. MMR’s fleet maintenance department is staffed by
seven ASE Master level mechanics that care for our vehicles with the same
passion as our EMS professionals care for their patients. Servicing, monitoring
and tracking maintenance schedules for over 100 vehicles is a monumental task
that, over the years, has been perfected by the MMR team. What was once a
two person department has grown into a sophisticated, tech saavy process that
keeps our vehicles always “response ready.”
Vehicle upkeep is maintained using a robust preventative maintenance schedule.
Each vehicle is serviced at least every 4,000 miles. From a Schedule A that takes
two hours to a Schedule H taking three days, our maintenance team provides
bumper to bumper service in two locations – our Saginaw Headquarters and
our Pickard Road station in Mt. Pleasant. Providing a safe, clean and functioning
environment for our patients as well as first-rate workspace for EMTs and
Paramedics is key to a quality experience for all.
MMR’s re-chassis shop is also located in Mt. Pleasant. This operation gives new life
to older ambulances – ones with 350,000+ miles. The “box” or patient care area
is removed from the chassis and then remounted to the new chassis. The box is
then freshened up with new upholstery, diamond plated flooring and electric
service. Our team does such a great job that one cannot tell the difference
between a new ambulance and a re-chassis. The re-chassis team will produce
about 15 vehicles each year. This process will save over 40% of the cost of a new
ambulance.
Safe vehicle operation is a priority at MMR. Monitoring driver and vehicle
performance helps keep our employees, our patients and our communities safe.
By driving responsibly, we also save thousands of dollars in fuel expenses as well
as decrease maintenance costs. MMR
uses a driver feedback system called
AceTech that provides immediate as
well as web-based feedback on driver
and vehicle performance. An audible
“beep” is emitted when the ambulance
exceeds posted speed limits or is
exceeding G-force parameters in
accelerations, deceleration and
turning. Patient satisfaction scores
tell us the skill of the driver is key –
it’s important to keep our patients
as comfortable as possible during
transportation.
The AceTech system also provides
Google maps/GPS replay to show
where a vehicle was, the speed it
was travelling, if emergency lights
were activated and when brakes
where applied and the identity of the
person driving. Additionally, when
the ambulance is at idle, the AceTech
system monitors the electrical and
heating/cooling needs of the vehicle.
When parameters are met, the system
will shut off the engine until the needs
meet another threshold and the
system will re-start the vehicle.
Ffaucnts:
s annually
e
il
m
n
o
li
il
m
3.29
annually
l
e
u
f
in
n
o
li
il
$1.8 m
Upcoming Endeavors
Heartsafe Communities
Pulse3 Collaboration and SCA Training Consortium
• Heart Safe Communities is a
program designation to promote
survival from out-of-hospital sudden
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.
MMR continues to work together with the Pulse3 Foundation and others to
raise awareness and educate our communities about sudden cardiac arrest,
bystander CPR training, use of AEDs and the importance of having an plan for
emergencies – of any kind. The SCA Training Consortium is a group of local
healthcare institutions, providers, instructors and funders. Our mission is to
provide opportunities and the necessary tools for training and education.
• Goals support bystander CPR, public
access defibrillators, aggressive
resuscitation protocols for
responders and hospitals.
8th Annual Shocks and Saves Charity Hockey Game
Scheduled for February 7th, this annual event pits local EMS professionals
against local physicians in a charity hockey game to raise awareness regarding
sudden cardiac arrest, and the critical need for bystander care, education
and AEDs in our communities. To date, this collaboration between the Pulse3
Foundation, MMR and the Saginaw Spirit has raised over $350,000 and placed
150 AEDs. AEDs donated through this endeavor have been responsible for
saving the lives of five people!
CARES Database
Cardiac Arrest Registry to Enhance
Survival or CARES is a secure, webbased data management system in
which participating communities
enter local data and generate their
own reports. Communities compare
the EMS system performance to deidentified aggregate statistics and
the local, state or national level and
discover practices that could improve
emergency and cardiac care.
What is an AE
D?
Automated External
Used for public acceDefibrillator.
Cost about $1300 ss.
.
MMR Director’s Council
Mark Thompson –
President
John Brophy –
Director of Quality
Mike Barrow –
Vice President
Operations
Steve Myers –
Director of
Patient Access
Michelle McGill –
Vice President
Finance
Jill Westall –
Director
of Human
Resources
Jay Cooper –
Director of
Ancillary Services
MMR Board of Directors
Jim VanTiflin –
Chair, Retired
Citizens Bank
John Graham –
President,
St. Mary’s of
Michigan
Spence Maidlow –
President,
Covenant
Healthcare
Matt Holtcamp –
Director
of Operations
Ed Bruff –
Chief Operating
Officer, Covenant
Healthcare
Jason MacDonald –
Director of
Operations
Dr. Ken Hanson –
Medical Director
Board Certified
Emergency
Medicine
Mike McCloskey –
Community
Member
Lynn Schutter –
Director of Community
Relations & Strategic
Planning
Ed Holtcamp –
Randy Bierlein –
President, Schaefer Community
Member
Bierlein Chrysler
Dodge Ram Jeep
MMR
Mission
rivaled
s with un
r communitie
u
o
e
d
vi
ro
p
To
dical care
access to me
MMR V
ision
We are
as
organiz trong, agile, v
ation, r
alues-d
eco
riven an
ourselv
d collab
es to th gnized nation
or
all
e follow
ing pilla y for excellen ative EMS
Growth
ce whil
rs of su
& Crea
e comm
tivity, O
ccess:
& Com
rganiza
itting
munity
tional E
Service
xcellen
ce, Hum
an Res
ources
MMR Values
Professionalism
Respect
Integrity
Dedication
E xcellence
834 S. Washington Avenue • Saginaw, MI 48601 • (989) 758-2900 • www.mobilemedical.org

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