OTTAWA PARAMEDIC SERVICE 2013 ANNUAL REPORT OTTAWA PARAMEDIC SERVICE ANNUAL REPORT 2013 2465 Don Reid Dr, Ottawa, ON K1H 1E2 - 613-580-2424 599 113 Full-Time Staff Vehicles on the road 4:59 Saving Lives Average PRU Since 828 Response Time 2001 Public Access Defibrillators > 20,000 Hours of Continuing Medical Education Delivered 450 Paramedics > 65,000 Patient Assessments 119,292 Responses > 4000 Members of the Public 327 Trained in CPR Average Calls / Day 9-1-1 THE ONLY NUMBER YOU NEED TO KNOW Table of Contents Letter from the Chair1 Letter from the Chief 2 Our Service3 Mission, Vision, Values 4 Our People 5 System Performance 7 Response Volume 7 Response Times Standards 9 Paramedic Response Unit 10 Ottawa Central ambulance Communications Centre ��������������������������������������11 Strategic Plan 12 Clinical Excellence 13 Service Review 15 Research & Innovation 16 Partnerships 17 Community Partnerships 18 Offload Nurse Program18 Public Accountability 19 Looking Ahead 19 Appendix 1 - Key terms 20 Appendix 2 - Quality Service Model 21 Appendix 3 - Call Volume by Ward ������������������������������������������������������������������21 As the Chair of calls in the ByWard Market in the summer and the Community specialty trained hazardous materials experts and Protective working closely with the Fire Service From the Services Paramedics, to the Communications Officers Committee, I am and the Equipment Supply Technicians it takes pleased to receive an entire team of dedicated professionals to the 2013 Ottawa provide high quality service Paramedic Service Annual Report More important than the investments made City Council is or any new innovations, are the stories I hear committed to every day as I meet residents from across the improving the city The worried parents who were reassured quality of life for by the caring and professional responders, the all residents calming voice of a communications officer, or Together we are building safe and healthy the high degree of competence in the care they communities The Ottawa Paramedic Service received is a critical partner in achieving these goals Many of the programs and services highlighted As our population continues to age, the in this Annual Report demonstrate how well care provided by the men and women of our served the residents of Ottawa are Paramedic Service will become even more critical On behalf of the Community and Through Council’s investment the Ottawa Protective Services Committee and all members Paramedic Service has developed one of of Council, I am proud to acknowledge the the most robust Public Access Defibrillator professional dedication of all members from programs in North America. The survivability the Ottawa Paramedic Service rate for cardiac arrest in Ottawa is almost 179%, more than twice the national average We have also heavily invested in a number of specialty teams that keep our residents safe; we have tactical Paramedics assisting our police partners, bicycle Paramedics responding to Mark Taylor, Chair, Emergency and Protective Services Committee Letter from the Chair Ottawa Paramedic Service - 2013 Annual Report Letter from the Chief Each and every We have much to celebrate in our 12th year day the members as the Paramedic Service for the Nation’s of the Ottawa Capital: Paramedic Service serve • Five senior Paramedics retired in 2013 the residents and As our tradition, we had the pleasure of visitors of the presenting them with the Service flag that City of Ottawa was flying at headquarters on their last with pride Staff day of work not only provide • Four Ottawa Paramedics were honoured emergency with the Governor General’s Medal of response, Bravery triage, treatment • The Community Paramedicine program and transport had a very successful year and for patients during their time of need but demonstrated many benefits including also provide Community Paramedicine assisting the aging population to maintain programs, first aid and CPR instruction as their independence while reducing 9-1-1 well as emergency dispatching and 9-1-1 call calls taking for all of Eastern Ontario From the Equipment and Supply Technicians to the Next year is shaping up to be another busy administrative staff, Communications Officers year for the Service Response volumes will and Paramedics, it takes a full team working continue to rise as the population ages, and I seamlessly together to deliver the high quality am confident that staff is prepared to help us Paramedic Service you have come to expect meet this challenge There are a number of in the Nation’s Capital. exciting projects on the horizon that will give all staff the opportunity to continue to grow and develop their careers with the Ottawa Paramedic Service Anthony Di Monte, Chief, Ottawa Paramedic Service 2 Our Service Mission, Vision, Values In 2001, the new City of Ottawa assumed The Ottawa Paramedic Service is dedicated to its responsibility for the delivery of Paramedic community and patients by providing progressive Services as defined by the Ambulance Act of paramedic care in the nation’s capital The Service Ontario The Province of Ontario funds 50% of strives to be a dynamic leader in delivering and land ambulance services and 100% of the cost for improving paramedicine, continuously seeking the Ottawa Central Ambulance Communications new knowledge and applying innovation As Centre (OCACC) The City was given the an employer, the Ottawa Paramedic Service opportunity to improve the quality of paramedic champions a safe and supportive work environment services provided to the community based on the core values of trust, integrity and respect Since 2001, the Service has emerged as a leader, both provincially and nationally, in progressive The Ottawa Paramedic Service provides paramedic service delivery Through the emergency medical coverage to 2,791 square professionalism and dedication of Equipment kilometers while the OCACC provides dispatching Supply Technicians, Communication Officers, services to over 10,000 square kilometers of Paramedics and administrative staff, a dynamic Eastern Ontario The Service provides a fully organizational culture of service excellence has integrated advanced life support system delivering been created state of the art medical services to over one million residents and visitors to the City of Ottawa every Table 1: Ottawa Paramedic Service Profile1 day Area Served: City of Ottawa Geographic Coverage: 2,791 km2 Base Population1: 927,118 Daytime Population: ≈ 1.1 million Percentage of Population over age 65: 13% Services Provided: Advanced Life Support (ALS) Community Paramedicine Program Public Access Defibrillator (PAD) Program 1. http://www12.statcan.gc.ca/census-recensement/ Mission, Vision, Values Our Quality Service Model serves to focus our efforts in achieving success and guides all decision making within the organization To achieve success, the Service depends upon each and every one of our members to be aware of, understand, believe in and contribute to our commitment of quality service There are five drivers within the Quality Service Model: 1 Business Processes and Performance 2 Our People 3 Research and Innovation 4 Partnerships 5 Technology and Information Mission The Ottawa Paramedic Service is dedicated ot its community and patients by providing progressive paramedic care in the nation’s capital. Vision To be dynamic leaders in delivering and improving paramedicine, continuously seeking new knowledge and applying innovation. Values Safe & Supportive Work Environment Trust - Integrity - Respect Our Mission, Vision and Values statement guide day-to-day decisions and strategic planning for the future of our service 4 Our People Our people are our greatest asset at the Ottawa Paramedic Service Members of the Service work in one of four unique divisions: Operations, Communications, Technical Services and Special Operations with a total of 599 staff members From front-line Paramedics, to Communications Officers to the “behind the scenes” support staff, all members provide a wide range of expertise that adds value to the delivery of medical care to our community Each division works together to ensure that the right Paramedic Service resource arrives at the right patient in the right amount of time Approximately 40% of front-line Paramedics are certified as Advanced Care (ACP) Paramedics, allowing for one of the highest advanced care capture rates in the Province This ensures the residents of Ottawa receive the highest possible level of care when utilizing the Paramedic Service All staff in the Communications Centre are bilingual and approximately 50% of the front-line Paramedics are French speaking This ensures that in most cases at least one of the Paramedics in the ambulance is bilingual. Approximately 33% of the workforce is female, a significant increase since the City assumed responsibility for the Paramedic Service in 2001 Our People The Diversity Champion Program (DCP) has three primary mandates; 1 To support current diversity within the Ottawa Paramedic Service; 2 To engage and build relationships with diverse communities in Ottawa, allowing us to learn how we can better meet their unique needs and to educate them on the role of the Paramedic Service within the city; 3 Improve diversity through recruitment and retention strategies to help ensure that the Ottawa Paramedic Service is diverse and representative of the community it serves In 2013, three Ottawa Paramedics were awarded with the Governor General’s Exemplary Service Medal recognizing 20 years of exemplary