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Process Improvement Team “Response Times”. February 23, 2007. Team Members Jim Pettit, Paramedic Vince Macias, Paramedic Mike Martin, Paramedic Rob Sewell, EDC Lieutenant Kathy Giardina, EMS Lieutenant. Team Facilitators Warren Panem, EMS Shift Commander

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Process Improvement Team “Response Times”

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Presentation Transcript
project team
Team Members

Jim Pettit, Paramedic

Vince Macias, Paramedic

Mike Martin, Paramedic

Rob Sewell, EDC Lieutenant

Kathy Giardina, EMS Lieutenant

Team Facilitators

Warren Panem, EMS Shift Commander

David Wheaton, EMS Shift Commander


Mary Kim Dickerson, EMS Operations Chief

Project Team
define phase
Define Phase
  • Problem statement

EMS is constantly challenged to maximize efficiency by minimizing response times. Quicker and more appropriate responses by needed units will serve the citizens and visitors of Lee County by serving them to the best of our ability. The goal of responding to emergency calls less than 8:59 > 90% of the time is not being met.

project impact define phase
Project ImpactDefine Phase
  • Alignment to County’s goals and objectives
  • Goal 2:  Make Lee County Government the benchmark county in Florida for innovation and excellence in customer service and technological operations.
  • Objective 1:  Continue assessment of organizational practices through continuous improvement techniques.
  • Objective 3:  Continue to actively pursue technology systems that increase productivity and efficiency, and decrease costs.
project impact define phase5
Project ImpactDefine Phase
  • Project goal

County Ordinance - Response time average below 8 minutes or responses <8:59 at least 90% of the time. Our goal - Anticipated savings based on a reduction in unit hours necessary = $165,000 annually by minimizing response time.

project scope define phase
Project ScopeDefine Phase
  • In scope

All emergency calls and type I transfers

  • Out of scope

Calls cancelled prior to arrival and Type II or III transfers

sipoc diagram analyze phase
SIPOC DiagramAnalyze Phase

Call dispatched

Response Time

Unit arrives on scene

analyze phase14
Analyze Phase
  • Listing of root causes
    • Offloads – non-value added time awaiting unit availability
    • Transfers – 5% of total call volume – being treated as emergency calls
    • Clock stops upon Paramedic arrival – outlying medics arrive on scene, fire department medics on scene
    • Peak Demand issues
      • Staffing – too many units at night – not enough during the day
      • Roaming Units – peak demand with no designated zone
improve phase
Improve Phase

Pilot Program:

February 15-28 – Shift command will place units available 10 minutes after offload except trauma alerts and priority one calls

March – Medics 1,2,3,4,7,18 will not provide any interfacility transfers

April – Add 2 peak load units

improve phase17
Improve Phase
  • Results from pilot – will not be available until May 1
  • Preliminary data to be continually shared
control phase
Control Phase
  • Identification of process owner
    • EMS Shift Command
hand off issues parking lot issues
Hand-off Issues(Parking Lot Issues)
  • Peak load staffing
  • Static deployment
  • Accuracy of AVLs