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Derry Fire Department
Derry Fire Department is a CAAS accredited municipal fire department in Derry, New Hampshire.
Derry Fire Department
Leadership:
CEO: George Klauber, Fire Chief
Medical Director: Hank Wagner, MD
CAAS Coordinator: Chuck Hemeon, Paramedic Director EMS
CAAS Team Lead: Shawn Haggart Paramedic.
Location:
14 Manning Street,
Derry NH 03038
Phone: 603-432-6751
Fax: 603-537-9216
Key Statistics:
Provider Type: Municipal, Fire Department Based
Number of Medical Transports:
Derry Central Station - 1810
Town of Chester - 125 (EMS transportation contracted community)
Town of Auburn - 140 (EMS transportation contracted community)
Mutual Aid - 69
Estimate Population of Total Area Served:
POP. 42,495 (2001 U.S. CENSUS)
CAAS Q&A - November 2008
Q. What are the most important improvements your agency has made in the past year?
A. Our improvements include:
- Initiated EMS Dispatch based on E911 call determinant protocols. Calls determined to be non-emergent by E911 call takers are transferred to the Derry Fire Communications Center and Derry apparatus are dispatched to respond with traffic and without the use of lights and sirens. This provides for a safer response for our staff as well as a decreased risk to the public.
- Expanded scope of practice for our paramedics, intermediates and basic providers. Developed Rapid Sequence Intubation (RSI), RSI Provider and RSI Assistant recertification Department wide.
- Developed Strategic Planning with 1-year, 3-year, 5-year and 10–year initiatives. Planned and prepared for future needs of our growing community.
- Developed comprehensive evidence based EMS continuing education, including human simulation based on trends identified during the CQI process.
- Developed an electronic, paperless organization from patient care reporting to a Department Internet which maintains all department records and files.
- Signed Collective Bargaining Contract.
- Promoted on site State of New Hampshire Fire Instructor I program.
- Ordered new ambulance, new design promoting increased safety for our staff.
Q. What financial benefits have you seen to accrediting with CAAS?
A. The Derry Fire Department currently bills for medical transports and the services related to those transports. CAAS Accreditation required the Derry Fire Department to comply with more than fifty sets of business and medical standards. The Town of Derry has developed an EMS financial management program including numerous financial policies, budgeting and financial statements, billing and accounts receivable. The Director of EMS, as well as the Town of Derry’s Finance Department, work closely with a third party billing agency. The revenues from those services offset the potential taxes for the operating expenses for the Town of Derry. As a direct result of our compliance of CAAS Standards, EMS revenues for the Town of Derry Fire Department are amongst the highest in our region. Higher returns in EMS revenues offset the costs associated with maintaining CAAS Accreditation.
Q. Has accreditation led to a decrease in employee turnover either at the lower levels or management levels?
A. Our turnover rate is very low. The Department reviews hundreds of applications for open positions. EMS providers in our region aspire for the opportunity to be a member of our team. The average Derry Fire Paramedic has in excess of 10 years experience with the top 5 having over 25 years experience. Many Department Officers maintain their Paramedic certification after being promoted. This allows the Department to put multiple paramedics on the scene of high priority calls. Less experienced EMS provider’s benefit as well by having the opportunity to be mentored by seasoned veterans of EMS. Meeting the CAAS Standard insures our employees are appropriately cared for.
Q. Have your employees noted other improvements in their work as a result of accreditation?
A. Continuous Quality Improvement (CQI) and Customer Satisfaction surveys were both developed as a direct result of the accreditation process. Derry Fire EMS providers, as well as their officers, receive continuous feedback from our CQI Committee on patient care documentation, best practices, patient outcomes, as well as the appropriateness of patient care provided. EMS providers also receive feedback from our customers after our staff obtains a Customer Satisfaction Survey. Feedback is provided to our staff when service is provided above expectations or when remediation and/or educational opportunities are identified.
Our CQI process identifies not only individuals but most importantly system weaknesses and areas in need of improvement. Department wide EMS education programs are developed as a result of CQI process, improving the skill set of our providers. Additionally, in complying with CAAS Standards we have developed numerous Standard Operating Guidelines (SOGs) and Administrative Regulation (ARs). Our staff clearly understands their roles and responsibilities. Our SOGs and ARs are available electronically on our Department Intranet.
Q. Do you feel you provide better patient care as an accredited agency and in what areas?
A. Clinically, the Derry Fire Department provides what we consider to be the “gold standard of prehospital care”. CAAS Accreditation requires compliance with more than fifty sets of business and medical standards. CAAS compliance requires documented, measurable clinical standards, including active medical oversight in Continuous Quality Improvement (CQI), patient care, educational programs, clinical protocol development, staffing and dispatch models. CAAS Accreditation standards promote best practices in patient care and customer service.
Q. What aspects of accreditation led to these clinical improvements?
A. Compliance with CAAS Accreditation standards help develop our CQI program. Peer driven CQI with active involvement from our Medical Director ensures the highest level of care is being provided. State of New Hampshire EMS laws require New Hampshire EMS agencies to provide quality assurance either by strict rules written into state law or by the EMS agency becoming CAAS accredited. CAAS accreditation standards exceed both local and state requirements.
Q. What other benefits has management noted following accreditation?
A. The process of becoming accredited included a comprehensive self-assessment and an independent outside review of the entire EMS operation. This independent process provided verification to our Town Council, our medical community and most importantly, our citizens that the quality of emergency services provided by the Derry Fire Department is cost effective and of the highest possible standard.
Q. What advice would you give other agencies that are considering or on the fence about CAAS accreditation?
A. The end will justify the means; completing the application and document checklist takes time and energy. I truly believe we are a better organization as a result of our commitment to completing the CAAS accreditation process. Our advice for success is simple - get a solid commitment from your department, medical resource hospital and community leaders. Establish a plan, assemble a team, delegate responsibilities, have document submission time lines and start the accreditation process. Seek assistance and advice from other CAAS accredited organizations in your region.
Q. For an agency that is just about ready for their first on-site review, what words of advise would you share?
A. Make sure your day to day operation follows rules and regulations as outlined in your document submittals. Set forth structured training cycles with all employees and staff to review your standard Operating Guidelines, Administrative Regulations and EMS Protocols. The CAAS site review team that visited our department was just awesome, knowledgeable, experienced and professional. The CAAS application and support materials had already been submitted and we were excited to showcase our department, our staff and the many people who worked on the application and submittals.
Q. How has CAAS accreditation affected your risk management/ loss prevention efforts?
A. CAAS Accreditation standards require agencies to implement and provide for safe operations limiting risk to both first responders and the public. Our risk management programs include:- An active Department Safety Committee
- Safety manual available to all employees maintained on the Department Intranet
- Infection Control Manual available to all employees maintained on the Department Intranet
- Vehicle safety programs including emergency vehicle operations (EVOC) training Employee safety programs such as nutrition, lifting and back safety, the Department is replacing all manual patient stretchers with hydraulic lift stretchers
- Patient safety programs such as, appropriate restraining policies and patient movement device training
- Incident reporting for both potential exposures to infectious diseases and unusual occurrences
Derry Fire In Action
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