Administrative Procedures

Front 1

There are multiple ways that ATCEMS received complaints, these include:

Back 1

-Administrate a phone line

-Customer service line

-The citizen assistant forms, (CAF), automated citizen assistance program.

-Staff approached by public

-Accounts receivable

Front 2

Complaints are documented in the department (RMS) electronic records management system or the automated

Back 2

Citizen assistance program database. (ACAP)

Front 3

For Account receivable complaints, the supervisor will place the patient's account on

Back 3

Hold pending the outcome of the investigation.

Front 4

Resolution of complaints is achieved after a thorough investigation is conducted and all information pertaining to the issue has been gathered. Once this information has been gathered a resolution to the complaint is presented to the

Back 4

Person or party making the complaint.

Front 5

Feedback is provided to any staff person in the department who may be involved in a matter that was investigated through the complaint process. This feedback is also documented in the department's

Back 5

RMS system.

Front 6

Complaints will be _________ and trended by the department using control or run charts, and database analysis tools.

Back 6

Tracked

Front 7

Complaints pertaining to outside agencies or other agency professional shall be directed to the

Back 7

Agency involved, and documented in the RMS system.

Front 8

All medical errors shall be reported in accordance with the policies and procedures established by the

Back 8

EMS medical director. All such reports shall comply with local, state, and federal confidentiality laws.

Front 9

Performance Management staff in conjunction with the office of the medical director are responsible for monitoring the daily

Back 9

Clinical performance of the department by collecting, analyzing and producing data for process improvement recommendations.

Front 10

Process used to assist in choosing candidates that are well-educated and reflects the values of the department. Ensuring every provider is oriented to the mission, vision and organizational structure of the department.

Back 10

Perspective (process improvement step)

Front 11

Process used to detect specific issues be a real-time monitoring of the department's performance through actual observation and real-time data collection.

Back 11

Concurrent (process improvement step)

Front 12

Process used to collect and review data retrospectively for the purpose of analysis of department performance, identification of issues and thorough investigation of clinical concerns.

Back 12

Retrospective (process improvement step)

Front 13

All providers are expected to participate in the Quality______ ____________ program . Providers are encouraged to self-report errors or near misses help to identify department weaknesses, assist the department and improving processes, and preventing recurrence of similar errors.

Back 13

Management Program

Front 14

There are various committees and work groups focused on continually improving the knowledge, behavior and performance of our department. Including but not limited to:

Back 14

-EMS quality committees

-Equipment committee

-Protocol committee

-Dispatch review committee

-Employee work group committee

Front 15

There are three subcommittees under the heading EMS quality committees:

Back 15

-Communication subcommittee

-Clinical subcommittee

-System performance subcommittee

Front 16

Activities undertaken in the context of the review process are not subject to disclosure by

Back 16

Court subpoena or otherwise.

Front 17

Issues identified through the quality management program are provided to the professional standards section as well as the department quality steering committee for

Back 17

education and process improvement activities.

Front 18

ATCEMS continuing education program is currently delivered on a _________ basis.

Back 18

Quarterly

Front 19

The ATCEMS educational model utilizes three components to deliver the best education possible. Those three components are:

Back 19

-Distance education and pre-course activities

-Direct delivery the classroom or scenario education

-Reinforcement activity

Front 20

Employees attending other educational opportunities at conferences or other agencies may or may not be ___________for their time and expenses at the discretion of the EMS chief.

Back 20

Compensated

Front 21

Employees assigned to specialties, rescue, tactical, are required to complete training to maintain

Back 21

Qualifications for that specialty.

Front 22

Healthcare fraud and abuse training is provided through the ATCEMS compliance program. It includes _________ training for all staff.

Back 22

HIPPA

Front 23

Upon return from any type of leave or absence the human resource department will determine the exact number of days the employee has been absent. HR will notify the employee development and wellness division of any individual returning to duty if their absence was greater than________ consecutive days.

Back 23

30 consecutive days

Front 24

If your absence is greater than 30 days but equal to or less than 90 days...

Back 24

-Verification of state certification

-Verification of current mandatory department certifications

-Verification of operational status

-Current with all department required training including COG test and CE

-Review of any self-identified issues or concerns.

Front 25

If your absence is greater than 90 days but equal to or less than 180 days, the additional verifications are:

Back 25

-Completed corresponding tabs on the reintegration module under the supervision of a captain.

-Completed any operations component pertinent to the medics job

-Completion of the portfolio approved edwd.

Medic 1 - phase 2

Medic 2- ALS 2

-Portfolio approved by the EMS medical director

Front 26

If your absence is greater than 180 days but equal to or less than 365 days, you must meet all the requirements in addition to:

Back 26

Medic 2 - ALS 1 and 2.

Front 27

If your absence is equal to or greater 366 days:

Back 27

Reassignment to a cadet academy, in its entirety or in part, maybe utilize for reintegration at this stage. You must also successfully complete a credentialing scenario and complete all phases of medic 1 and medic 2 respectively.

Front 28

Candidates who wish to be considered for the field training officer program must submit a letter of intent to participate and meet the following eligibility requirements:

Back 28

-Candidates must be cleared independent duty as an EMS medic 2

-Candidates must not be on probation for disciplinary action

-Candidates must not have received a disciplinary action involving a suspension or probation within the previous six months.

-Candidates must not be involved in performance improvement process or clinical improvement process.

- Must have attained an overall successful rating or greater in our most recent annual SSPR.

Front 29

Applicants to the FTO program must successfully pass a written examination with a score of

Back 29

80 or better. This exam will include 120 multiple choice questions designed to assess a candidate.

Front 30

The example included 120 multiple choice questions for the FTO process exam is designed to assess the candidate in the following areas:

Back 30

-general medical knowledge

-national standard paramedic curriculum

-pharmacology

-pathophysiology

-12 lead interpretation

Front 31

Applicants for the field training officer program must successfully pass________simulated patient scenarios.

Back 31

2

Front 32

Candidates for the field training officer position must participate in an interview with the medical director or the associate medical director. This interview is designed to evaluate the candidates

Back 32

Overall medical knowledge and is pass or fail.

Front 33

If a candidate is unsuccessful in the testing process, they must contact recruiting within_____hours to file an appeal. Recruiting will contact the commander at EDWD that is handling the process.

Back 33

24

Front 34

Upon successful completion of all prerequisites, candidates will be assigned to the program eligibility list that is ranked numerically based on the following criteria:

Back 34

-Written examination score first

-Then hire date

-Badge number will be used to break potential ties an exam score and hire dates.

Front 35

The eligibility list for FTO will remain valid for

Back 35

One year. When assignments become available, the number of necessary personnel will be selected in order from the list.

Front 36

The EMS department shall comply with all of the City of Austin personnel policies as distributed by

Back 36

The director of human resources.

Front 37

EMS department values diversity and inclusion in the workplace. The benefits of diversity are

Back 37

Powerful and essential in the work environment.

Front 38

Diversity and inclusion shall be considered essential____________ in every department decision and activity.

Back 38

Elements

Front 39

The EMS Chief is responsible for setting and implementing ____________ for all employees in the EMS department.

Back 39

Schedules

Front 40

The EMS department utilizes the City of Austin____________ to communicate, evaluate, document and provide feedback to employees about performance and expectations.

Back 40

(SSPR) success strategy performance review

Front 41

SSPR

Back 41

Success strategy performance review

Front 42

The department shall comply with Progressive__________ _______ _______ including, but not limited to, oral reprimands, written reprimands, suspensions, dismissal and other disciplinary actions.

Back 42

discipline policies

Front 43

There are four types of drug tests:

Back 43

-random

-post-collision

-reasonable suspicion

-pre-employment

Front 44

Random and post-collision testing applies to all

Back 44

"covered employees"

Front 45

Reasonable suspicion testing applies to all employees. ______________Testing applies to certain positions as specified by the Policy.

Back 45

Pre-employment

Front 46

Where possible, all employees will be tested during their

Back 46

Regularly scheduled work hours.

Front 47

The DTC notifies the supervisor in the morning when an employee is to be tested. The supervisor monitors the system to determine when to send the employees to the clinic, and notifies Communications to place that unit in________ _________. If the unit receives a call in route to the clinic, they run the call, then go back ________ ________ to the clinic.

Back 47

Priority status, priority status

Front 48

Once at the clinic, the employees contact EMS Communications to place them_____ ___ _________. The employee reports to the front desk that they are there for an ATCEMS random drug test.

Back 48

Out of service (OOSTDH)

Front 49

Following a collision, ATCEMS drug testing coordinator will receive a page and contact the DC to determine if the situation meets the criteria for drug testing:

Back 49

-when neither vehicle is removed by towing due to damage.

-when an individual is transported for medical care.

-when the collision results in a fatality.

Front 50

If law enforcement arrests the driver for driving while impaired, Austin EMS will

Back 50

Not conduct testing.

Front 51

When there is reasonable suspicion testing the supervisor will utilize a __________ ___________to document observations and determine if a drug test is warranted.

Back 51

Predetermined checklist

Front 52

Employees do not provide a list of current medication at the time of

Back 52

Testing. Only after an initial positive finding will the MRO evaluate these with the employee.

Front 53

The goal of the pre-course activities is to introduce the topics that will be covered and to provide preparatory information that is necessary for direct delivery education.

Back 53

Distance Education / Pre-Course Activities -

Front 54

The classroom and/or scenario education pieces are the second tier to our education model. These allow for direct classroom education and allow us to expand on what the student has read or completed in the pre-course activities.

Back 54

Direct Delivery -

Front 55

The Re-enforcement activity is the third tier in our education model. This activity enables the educational staff to present information and concepts relating to the totality of the topic delivered.

Back 55

Re-enforcement activity -