2019-20 EM/ANB Annual Report 2019-20 EM/ANB Annual Report Table of Contents Message from the Chair and CEO . 4 Strategic Direction #1: Ensure Operational Excellence by Delivering Quality Patient- and Overview of EM/ANB . 6 Family-Centred Care . 27 Mandate & Governance Structure . 6 Privacy and Security Framework . 27 Board of Directors . 7 EMP Clinical Care Policies and Procedures . 27 Governance Structure Chart . 8 ANB Policy Review . 28 Ambulance New Brunswick Overview . 9 EM/ANB Quality and Safety Framework . 28 Accreditation Canada . 28 Medical Communications Management Centre . 10 EMP Clinical Practice Leadership Structure . 29 Air Ambulance Operations . 10 EM/ANB Ethics Code and Framework . 29 Land Ambulance System . 11 Dedicated Patient Transfer Unit System . 30 Advanced Care Paramedics . 12 EMP Liaison Program . 30 Rapid Response Unit Project . 12 Performance on Objectives . 31 Billing . 13 Palliative Care Project . 33 Facilities . 13 Shared Care Plan . 35 Fleet Report . 15 Strategic Direction #2: Strengthen Community Extra-Mural Program Overview . 16 Partnerships and Community Engagement . 35 Facilities . 17 Launch of ANB’s Transparency Page . 35 Fleet Report . 18 Strategic Direction #3: Improve Employee EM/ANB Human Resources . 18 Engagement, Retention & Recruitment . 35 EM/ANB Quality, Patient Safety and Education . 19 Creation of Video to Highlight Integration of EMP & ANB . 35 ANB Clinical Care Auditing . 19 Years of Service Recognition Program . 36 Controlled Drug Report . 19 Corporate Recruitment and Retention Program . 36 ANB Safety Program . 20 Official Languages . 36 ANB Clinical Education Report . 21 Strategic Direction #4: Use Technology to EMP Education Report . 22 Enhance Service Delivery and Promote Innovation . 37 EM/ANB Quality Improvement Plan Report . 22 Health Services Coordination Centre (HSCC) . 37 Emergency Preparedness . 23 Learning Management System – The Source . 37 Exercise Activities . 23 EM/ANB Inc . Financial Statements . 39 Historic Flood of Saint John River . 23 Independent Auditor’s Report . 40, 41 COVID-19 Pandemic Response . 24 EM/ANB Inc . Statement of Operations and Surplus . 42 Statement of Financial Position . 43 Strategic Plan Update . 26 Statement of Changes in Net Debt . 44 Overview of Mission, Vision & Values . 26 Statement of Cash Flows . 45 Overview of Strategic Directions . 26 Notes to the Financial Statements . 46-51 ANB Statement of Operations and Surplus . 52 EMP Statement of Operations and Surplus . 53 2019-20 EM/ANB Annual Report 3 Message from the Chair and CEO 2019-20 marked another successful year of operation for EM/ANB, and we are pleased to present this year’s Annual Report . We’d like to take this opportunity to thank all EM/ANB staff for their expertise, dedication and hard work – all of which ultimately helps to ensure that New Brunswickers continue to receive the highest quality emergency and community care every day . This report provides an overview of the organization: its operations, accomplishments, contributions and financial results for the period of April 1, 2019 to March 31, 2020 . The annual report also includes an independent audit of EM/ANB’s finances, and we are pleased to report that the organization has remained within budget . This year’s annual report also features an overview of updates on initiatives related to the EM/ANB Strategic Plan 2019-2022, which was completed in 2019 . Development of the plan involved extensive consultation with our stakeholders – including senior leadership, front-line staff, partner organizations, and patients and their families . The Strategic Plan defines EM/ANB’s mission, vision and values, as well the strategic directions, and supporting objectives and actions that have acted as the organization’s roadmap during this past fiscal year and will continue to guide EM/ANB through to 2022 . It has been just over two years since EM/ANB was first created in order to develop a new integrated model of care, bringing together the two pillars of community care in our province – Ambulance New Brunswick (ANB) and the Extra-Mural Program (EMP) – a model that has made New Brunswick a national leader in innovative community and home-based care . Ongoing efforts to maximize collaboration between Ambulance New Brunswick and the Extra- Mural Program have continued well into 2019-20, with innovative approaches in a variety of areas that are featured in this year’s report . One such example is in the field of palliative care, as paramedics begin working in tandem with EMP health-care professionals to provide safe and high quality care in patients’ homes, when transport to hospital is not necessary and the patient would prefer to be treated in the comfort of their home . We look forward to many more opportunities to enable the skills and talents of both EMP and ANB to complement each other to the benefit of all New Brunswickers . 2019-20 also marked another accreditation for EM/ANB by Accreditation Canada – an independent, non-governmental, not-for-profit organization that delivers assessment programs for health and social services organizations to improve quality and safety for the public throughout Canada . Following two assessments in 2018, EM/ANB was again surveyed in February of 2020 . Accreditation Canada’s evaluation focused on system-wide standards 4 for leadership and governance, as well as service excellence standards that included home care services, infection prevention and control and medication management for community organizations . Following the completion of this survey, EM/ANB was awarded Exemplary Standing – Accreditation Canada’s highest level of rating . We are also pleased to report that during 2019-20, EM/ANB has met its objectives with respect to Ambulance New Brunswick’s performance-based targets and the Extra-Mural Program has demonstrated improvement in four out of five of its key performance indicators established by the Department of Health . Patient satisfaction rates also remain high for both EMP and ANB, with patients rating their overall satisfaction at 94 1%. for the Extra-Mural Program and 95% for Ambulance New Brunswick . As 2019-20 came to a close, our attention was closely fixed on the COVID-19 global pandemic, and we’d like to commend the teams within EM/ANB for their great collaboration and hard work to ensure the health and safety of our employees and patients as we continue to navigate during this evolving situation . EM/ANB will continue to approach both challenges and opportunities with focus, teamwork and determination – under our guiding mission of providing excellence in emergency and community care for our fellow New Brunswickers . Respectfully submitted, René Boudreau Richard Losier Chair, EM/ANB Board of Directors CEO, EM/ANB 2019-20 EM/ANB Annual Report 5 EMP provides provincial home health-care services to individuals in their homes and/or communities . The program provides acute, support maintenance, palliative and care coordination services that: • Reduce/prevent unnecessary hospital/ Overview nursing home admissions; • Facilitate appropriate discharge of of EM/ANB clients from hospitals; and, • Assist individuals to live as independently as possible . ANB provides comprehensive, province-wide emergency medical services to the citizens, residents and visitors of New Brunswick . These services include: Mandate & Governance Structure • Air and land ambulance services, all in As of January 1, 2018, New Brunswick’s accordance with applicable provincial Extra-Mural Program (EMP) and Ambulance legislation and policy direction; and, New Brunswick (ANB) services have been • Providing the communication and delivered by a Part III entity EM/ANB Inc ., dispatch systems necessary to meet the governed by a Board of Directors . standards developed for ANB . The Board is responsible to contract and EM/ANB is tasked with: govern the EM/ANB administration for the • Entering into performance-based provision of Extra-Mural and Ambulance contracts with third-party service New Brunswick services through the providers for the management and management of key performance indicators delivery of emergency medical services and adherence to provincial policies, and EMP, at the discretion of the Board legislative acts and associated regulation, of Directors; which support the direction for the delivery of programs and services . • Being accountable to the Minister of Health through a Board with an The EM/ANB Board has a contract with accountability framework that includes Medavie Health Services New Brunswick performance metrics; and, (MHSNB) to manage operations of the services . • Doing such things that, in the opinion of the Board of Directors, are or may be The primary purpose of EM/ANB is: necessary to develop, foster, enhance, Plan and manage EMP and ANB services assist or otherwise contribute to the while ensuring that home health-care and provision of emergency medical services emergency medical services are delivered and EMP . according to established policies and standards . 6 BOARD OF DIRECTORS In order to fulfill its mandate, EM/ANB entered into performance-based contracts with Medavie Health Services New Brunswick to manage the province’s Extra-Mural Program and Ambulance New Brunswick services for 10-year periods respectively . As a result of those contracts, the President of MHSNB is also the CEO of EM/ANB . The CEO reports to the Board of Directors, whose members are appointed by the Department of Health and are employees of the Government of New Brunswick (GNB) . EM/ANB’s Board members