Closing the Loop!
For the first time, an affordable, easy to use Dispatcher Evaluation System that closes the loop on patient care
assessment. What are we talking about? Start-to-Finish patient care! For most agencies and medical facilities
there is an unknown factor when it comes to the quality of patient care prior to ambulance crew arrival.
Many cities and counties track patient care from the moment the ambulance crew arrives on scene, but not many
track it from the moment 9-1-1 is activated. emsEvaluator(tm) was designed to fill the void!
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What Is emsEvaluator™?
Unlike CAD reports, which are designed to evaluate volumes of calls and protocol compliance as relates to time-study analysis, and unlike pre-packaged evaluation programs, which are designed to evaluate the "types" of calls that come into a center, emsEvaluator™ was designed to assist EMD Coordinators, Supervisors and Communications Center Managers in identifying the strengths and weaknesses of their EMD dispatchers performance in handling calls. This is accomplished using the EMD Protocol system of the agency's choice without having to pay tens of thousands of dollars for someone else's system and evaluation programs.
State organized protocol systems are typically referred to as Self-Evaluating Centers (SEC). Traditional evaluation methods for SEC EMD protocols typically only provide a general overview of performance, and focus mainly on information pertaining to the call itself, rather than how well the Dispatcher actually performed their protocols. In addition, traditional evaluation methods
are extremely time consuming and leave a greater margin of error on the evaluator's part.
Traditional methods also typically do not specify areas where the EMD is performing to standard, or where the EMD may not be completing tasks as required. For example, traditional evaluation methods usually boil down to the "yes or no" statement; "Dispatcher performed protocols to standard".
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What Exactly Does This Mean?
Does the generalized statement "Dispatcher performed protocols to standard" tell you any of the
following about the Dispatcher's performance on a specific call:
* Every protocol question was asked?
* Every applicable instruction was given?
* Every nuance was caught, including things going on in the background?
* All information was entered into CAD notes?
* A calm and professional demeanor was maintained? And
* The Dispatcher performs to this standard every time?
Does it tell you whether or not the Dispatcher:
* Asked most of the questions,
* Gave most of the instructions,
* Only yelled at the RP once in a while, and
* Because they normally do a good job, they probably performed to standard?
Actually, an evaluation question of this nature does not tell you anything and leaves a huge window regarding the actual performance level of the Dispatcher. This, in turn, leaves the agency at risk of liability, as there is nothing to base performance on other than someone's opinion - for that particular call, or for that particular Dispatcher. In fact, depending on the various human factors that may be involved, an evaluation question of this sort is extremely subjective; not only for the Dispatcher, but for the Evaluator as well. If a call went to court, would a simple "yes" or "no" answer to this question really suffice in front of a judge or jury? If the call occurred 2 or 3 years ago, would you remember enough about the evaluation to substantiate your response in court?
In order to establish a standard, you must be able to identify quantifiable information for the individual dispatcher as well as the Communications Center as a whole. What may be considered "standard" to one person or agency, may be completely unacceptable to another.
Consider...
* How are you going to know what really is the
standard- or if you are meeting the standard -
when there is nothing to substantiate your assessment?
* What is required of your dispatchers?
* Are you certain that your training program is clearly
understood by those you are training?
* How do you know that they perform to the required
standard on a consistent basis?
* Are you able to identify an area that needs further training
because the dispatcher demonstrates uncertainties for this
particular area on a regular or consistent basis?
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Designed By A Communications Supervisor and EMD Instructor
emsEvaluator™ breaks down each call into Categories. These Categories are evaluated and scored individually.
The Category scores are then placed in a report that assists you in
identifying trends for the specific areas of your Dispatcher's strengths and
weaknesses; where they are meeting the EMD requirements and where they are not.
Using emsEvaluator™, you will immediately be able to determine:
* If you have a Dispatcher who doesn't feel comfortable with
giving instructions and providing patient care.
* If you have a Dispatcher who likes to "wing it" and asks
questions off the cuff without following the protocol cards
* If you have a Dispatcher who is giving incorrect instructions
because they are not following the EMD card
* If you have a Dispatcher who could use some help with information gathering;
* If you have a Dispatcher who needs some Customer service skills...
Just to name a few. Plus, you will be able to see how closely your entire center
is following protocols using emsEvaluator™. Another useful tool - if you are
working with your Physician Advisor, you will be able to see how effective your
cards are and if they need to be revamped under your Physician Advisors direction.
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Who Recommends This Program?
Dr. Peter Vellman of St. Anthony's Central hospital located in Denver, Colorado
is the Physician Advisor for EMD of Colorado. He has approved this program for
assessing the quality of EMD performance.
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What Criteria Is Used For Reports?
The reports are broken into 6 basic Categories:
* Key Information
* Key Questions (card specific)
* Pre-Arrival Instructions (card specific)
* Logistics
* Contributing Factors
* Human Factors
Each Category exists on every card and is figured into the overall score that
the Dispatcher receives for that particular call. The reports on the Individual
level (the QA Report and the Monthly Call report) display the performance scores
for all 6 categories, giving you a clear picture of your Dispatcher's overall performance
in these specific areas. The Director Level reports do not show the 6 categories, but they
show overall performance levels for the entire center. Directors typically only need the
"bottom line" and don't need the individual breakdown.
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Where Did This Criteria Come From?
The Criteria was developed by our independent research as well as simple trial and error. Over time, it was identified that these 6 categories best identified the performance of the Dispatcher, as well as gave the most effective information to Managers and Chiefs regarding the Communications Center and Protocol compliance.
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What Happens If The Cards Change?
If small changes, updates, or complete removal of EMD Protocol cards are made by your Physician Advisor,
we will provide you with an updated version of that specific card or
card set to reflect those changes at no additional charge. Large
changes and Agency Customized EMD cards can be created for a nominal programming fee.
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Why Are You Doing this?
There are two points to this program:
1) To provide smaller agencies with the same tools the larger agencies have, enabling them to be in compliance with the EMD Protocol standards of their choice, in most cases, the State EMD Protocol cards, and
2) To provide a program tailor-made for the EMD Protocols that each agency is currently using. Therefore saving the time of re-training an entire center with new protocols, and saving each agency money as there is no need to buy an entire Protocol System and pay someone else to do your evaluations.
The best Evaluations are done in-house and by the people who know the system
inside and out. The best Protocol Systems are those in which you work closely
with your own Physician Advisor.. not one from another state that you will never
interact with or have never met. Also, the benefit of working directly with your
Physician
Advisor for Protocol Improvement is an incredible advantage.. a benefit that
would be in everyone's best interest to maintain.
This program is designed to assist you in providing sound, consistent information to your Dispatchers, your Agency and to your Physician Advisor so everyone benefits. Each agency involved is empowered to maintain the same standard of performance across the board and enabled to substantiate their evaluations and protocol compliance with hard data.
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What Is The Cost For This Program?
A big part of the design of this system was to be affordable and sensitive to
smaller agency budgets. Therefore, there are anticipated to be two versions
of the program:
The first will have strictly basic evaluation information.
This version is designed for agencies with lower call volume, or evaluate an
average of 10% of their calls. This version has
no frills so that it will be affordable for the smaller, rural agencies,
therefore, allowing them to be compliant and perform to standard with the same
hard data that the larger agencies can afford.
The second will be for the agency that has more financial leeway and will be
customizable and have more reporting ability and features that larger agencies
typically require. It will also have a greater capacity
for large call volumes or a greater number of evaluations.
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Cost
How much does this cost?
Version 1 is no longer available
1. Click here for screens shots of version 2
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Screen Shots
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Downloads
In order to view the sample reports, you will need the
Free
Adobe Reader. To download, right click on the link and select "Save Target As...".
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FAQ
Coming Soon!
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