Issue link: https://viewer.e-digitaledition.com/i/674833
LifeCare employs 246 people at its headquarters and satellite locations in Stark, Summit, Cuyahoga, Medina and Hamilton counties. Its fleet includes 48 ambulances, two of which are specially-equipped bariatric units. the specific needs of hospice patients, ventilator-dependent patients and patients with other special situations. QA AND QI PROGRAMS To continually assess quality assurance (Q A) and qua lity improvement (Q I), LifeCare has ongoing programs in place. An advanced computer-aided dispatch system simplifies generation of reports on each crew member's performance, includ- ing technical competence, adherence to company medical protocols and operating procedures, and customer service skills. In addition, each patient transported is mailed a satisfaction survey to complete and return anonymously. The crew mem- ber's number is included on each survey mailed, so LifeCare can easily identify who delivered the care. LifeCare managers also meet monthly with the directors of case management at client facilities to assess their satisfaction. Together, they review the number of calls made, the company's response time, and any concerns that might arise. "We strive to ensure our crew members are on time, well-mannered and highly competent, and that their vehicles, as well as their uniforms, are clean," says Caplinger. "All of our Q A and QI results indicate that they are." Programs are also in place to hone LifeCare's employees' communication, problem-solving, multi-tasking, a nd team-building skills. Employees are a lso encouraged to think outside the box. LifeCare's Managed Transportation Program is a good example of this. ONE-STOP TRANSPORTATION SHOP While ambulance services are LifeCare's niche, the company now schedules addi- tiona l transportation services for its client hospitals and healthcare facilities through a network of approved providers. This has resulted in LifeCare becoming a veritable one-stop shop for transporta- tion services. "With our Managed Transportation Program, we can schedule through our dispatch center whatever transportation needs our contracted facilities request— taxi cab, courier service, shuttle service between a hospital's clinical sites, even air transportation services — and bring an e˜ciency to their entire transportation program," says Reed. For example, to arrange for a patient's cab transportation, a hospital employee needs to call just one number — LifeCare C om mu n ic at ion C ent er 's — where dispatchers complete a voucher a nd fa x it directly to the cab compa ny. This not on ly saves the hospita l time a nd money — up to $800 per month — but a lso simplif ies the process for ever y- one involved. A nd just like LifeCa re's employees a re continua lly eva luated for Q A a nd Q I, so are the transportation companies in LifeCare's network. "Quarterly meet- ings a re conducted with providers a nd clients to discuss on-time percentages a nd a ny patient ca re issues or billing issues. We even help our transportation providers Q I their ca lls," Reed explains. " It 's a l l about prov iding excel lent patient care and customer service," says Caplinger. "A nd going that ex tra mile." LifeCare Medical Ser vices , Inc., is an a ctive m e mbe r in good stan din g with the Ohio Ambulance and Medical T ran s po r tat i o n A ssoc i at i o n . A l l of LifeCare's ambulances are staffed with Ohio-certified EMTs and paramedics, capable of providing both Ba sic Life Support and Advanced Life Support. For more information , call 888-328-5228 or visit LifeCare-EMS .com ■ PHOTO © SMITHBERGER PHOTOGRAPHY, NORTH CANTON, OHIO M D N E W S .C O M /// M D N E W S C L E V E L A N D /A K R O N / C A N T O N n M AY/J U N E 2 016 1 1