PULSE Magazine | June/July 2018 Issue

P U L S E June/July 2018 ANAUSTIN-TRAVIS COUNTY EMS PUBLICATION

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June/July 2018

Contents

Featured News

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ANNUAL BATTLE OF THE BADGES BLOOD DRIVE

On Tuesday July 10th We Are Blood announced this year’s winners of the 11th annual Battle of the Badges blood drive. This year’s friendly competition received 500 vital contributions over the course of a week.

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ATCEMS MEDICS RECEIVE THE AAA STARS OF LIFE AWARDS The American Ambulance Association’s Stars of Life program celebrates the contributions of ambulance professionals who have gone above and beyond the call of duty in service to their communities or the EMS profession. Four ATCMES medics were recently honored during the American Ambulance Association Stars of Life 2018 program in Washington DC.

BEHIND THE SCENES OF NIGHTWATCH NATION

ATCEMS photographer and videographer Clemente Leal got to go behind the scenes with the Nightwatch Nation crew to see how an actual reality TV series is produced.

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EXPLORER SPOTLIGHT

Izzy Margerrison is the ATCEMS Explorer in the spotlight this month! Izzy will be attending the University of Pittsburgh starting the fall of 2018. She will be studying emergency medicine as well as neuroscience. She hopes to one day become either a Paramedic or a Trauma Surgeon.

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Division News

In Every Issue

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CADET CLASS 0518

YOUR PHOTOS

Congratulations to Communications Cadet Class 0518 who graduated from the Academy on Friday, July 6th.

Catch a glimpse of your coworkers in action.

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EMPLOYEE RECOGNITION

ATCEMS employees receive kudos, special thanks and congratulations for a job well done.

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TAKE A 3D TOUR OF OUR NEW AMBULANCE

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Coming your way soon the brand new Austin- Travis County EMS D-4500 MetroMedic by Road Rescue. 3D tours courtesy of Siddons-Martin Emergency Group.

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CUSTOMER SERVICE SURVEY

Results from the ATCEMS Customer Callback Program.

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We answered the call… and gave it our all !

On Tuesday July 10th We Are Blood announced this year’s winners of the 11th annual Battle of the Badges blood drive. This year’s friendly competition received 500 vital contributions over the course of a week.

VOTES APD: 123 (Winner- highest donations) AFD: 104 EMS: 91 (Winner- highest percentage)

The real winners are the recipients of your donations. Thanks to all EMS employees, friends, family members and citizens who donated this year and took time out of their busy schedules to give the gift of life. Click on the picture below to see Chief Kane accept the trophy for highest percentage of donations!

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Nightwatch Nation Now this was interesting sig photograph department eve much work and detail went i

I managed to get a few phot trying to manage video, ligh

Nightwatch Nation premiers executive producer Dick Wol hours of 8 p.m. & 4 a.m.

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By Clemente Leal, EMT-P/Community Relations

t going behind the scenes of an actual reality TV series. As most of you know, I video and ts and personnel so I'm familiar with the tools of the trade. However, I had no idea just how to just the setup for this production.

s of behind the scenes of “Nightwatch” in action. I thought my job was difficult enough with ing and sound, but these guys are professionals and it was exciting to watch.

n A&E on August 16th so get set to watch your co-workers in action! This series comes from and documents emergent situations and the challenges our medics encounter between the

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The American Ambulance Association’s Stars of Life program celebrates the contributions of ambulance professionals who have gone above and beyond the call of duty in service to their communities or the EMS profession.

Stars of Life honors the contributions of these unsung heroes while shining light on the critical role EMS plays in our healthcare infrastructure.

Join fellow EMS professionals to celebrate our Stars as we showcase the value of ambulance services across the country.

Here is a look at four of our medics who received this distinguished award and honor.

Captain Marco Villasenor

Medic-II Brendan Cluskey

Medic-II Kyle Schutt

Communications Medic-II Dena Morgan

These four medics were being honored during the American Ambulance Association Stars of Life 2018 program this year. They where nominated by former Pennsylvania Governor and United States Secretary of Homeland Security Tom Ridge for their part in saving his life during a business trip to our city back in November of 2017. Mr. Ridge’s story has been reported through multiple news outlets and he himself made a video directed at ATCEMS and the first on scene medics who saved his life. The following pages are snip- pet's taken from those stories. Included is the perspective from two of the medics who responded to that call for help on Thursday morning.

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DEDICATION, SERVICE, PRIDE

sure I go through my check lists. I remember the crew went down the service elevator and when they arrived on the ground floor CPR was started again followed by pulses. Deep in the depths of the JW Marriot our radios bonked and no signal to let comm know we had CPR in progress but luckily it was a short arrest. They then quickly moved him to the ambulance. Afterwards Kyle told me the patient was giving two thumbs up as he was going through the lobby and I thought wow we got a fighter on our hands and that’s pretty awesome. So what seemed like an eternity was only about 25 minutes on scene followed by about a 5 minute trip to the hospital. Unfortunately we lost pulses again during transport and took him into the emergency depart- ment with resuscitation in pro- gress at Dell Seton. They worked on Gov. Ridge for a long time pushing medications and pumping on his chest and then just as hope was dwindling you hear “We got a pulse!”. Quickly the teams rush the Governor up to the CATH lab where they open up his coronaries and is further stabilized. We later find out he would be transferred to Seton main where the rest of his course of treatment. About a week or so later I get a call from Dr. Escott letting me know “He’s got purposeful movement” and he’s slowly recovering but prog- nosis is good. And all I could think was “Wow” this is awe- some!

be considered for it. I decided to take my wife and son along so we boarded a plane and made our way to Washington DC in June. The Hotel the AAA had us stay at was beautiful and with a lot of history i.e. where the Beatles stayed during their first US tour and FDR had his presidential inaugural speech. On the Monday, we had break- fast and some story telling in the Blue room. Blue room as in Blue Eyes, where Frank Sinatra sang. We then got dressed up in our class A’s and were bussed to the National Press Club for the Recognition Luncheon. This was where we saw Gov. Ridge again since that day back in Novem- ber. I can’t describe the feeling I had to see him and to feel so proud of our team that made such a difference in this man’s life as well as his family. Gov. Ridge was forever grateful not only for us and what we did that day but for what we do every time we put on the uniform and respond to help. His key note speech reflected his appreciation for EMS and the families who support us when we leave our homes to serve those in need. All the Stars were given a Medal and it was placed by Gov. Ridge. Tuesday morning we set out for Capitol Hill to have coffee in Senator Ted Cruz’ office and later visit with Senator John Cornyn’s staff. The room was packed with AAA Stars from Texas and other visitors. Our visit was short with an nice exchange of pleasantries and a great photo opportunity with the Senator. Between our appointments we took some time to walk around the Hart and Russel buildings. The group wanted to see if we could see Bernie Sanders so we made our way to his office. Just as we walking down the hall Senator Elizabeth Warren walks by our group, she kindly took a minute for a photo. Minutes later we caught a glimpse of

Marco Villasenor

RESPONSE

On that morning of November 16 th 2018 I remember seeing the call go out for chest pain and self-assigning myself to the call. I arrived at the same time AFD Engine 13 did and we made our way to the elevators. As were going up I was thinking to myself this is going to be a STEMI. Because at seven in the morning a 70’s year old male with chest pain is not good and I remember telling the AFD guys “this is going to be the real deal”. When we got to the 22 nd floor and entered the room the patient was lying in bed with the monitor and defib pads already attached. Brendan turned to me and said we’ve got a STEMI and in my mind was let move quick- ly. As I walked closer to the bed the patient became unrespon- sive and on the monitor was fib. We charged the monitor, made sure we were clear and shocked the patient. We then moved to the floor and Pit Crew CPR was started. Minutes later the patient started waking up and was a bit altered so we tried to reassure him as best as we could. We lifted him off the floor and onto the stretcher. This is when we learned who the patient was but it really didn’t click for me until later in the call. It was like, I recognize name and I know I should know him but I was thinking I got to get him to the CATH lab and I need to make

RECOGNITION

Fast forward half a year later we find out we were nominated to receive the Stars of Life Award by the American Ambulance Association (AAA). I had never heard of this award but quickly research it to discover what it was all about and felt grateful to

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Senator Sanders and took his picture. It was pretty exciting to be in the presence of these law makers and have catch a glimpse of how truly hard their jobs can be. We met with Stephen Reynolds from Senator Cornyn’s office. Our conversa- tion was short, in the hall way and circled around any specific needs for EMS. Folks in our group made requests to chance the verbiage in the current healthcare laws and requested additional disaster relief for the coast of Texas. A small group of us was then given the oppor- tunity to have a personal tour of the US Capitol Building by one of

went into cardiac arrest. We placed the defib pads on him and delivered a shock. He was moved to the floor and com- pressions began. This was the first of multiple shocks we delivered along with multiple medications. When we were wheeling him across the hotel lobby he became very quiet suddenly, I asked him if he was OK and he gave me the thumbs up sign with both hands. I remember being amazed that he had endured so much up to this point and was still able to give the two thumbs up, I felt that he was definitely going to make it through this alive as he had a great spirit for survival. It really reminds me of how worthwhile and important our EMS jobs are when I follow up on patients who survive these events and go on to live great lives. RECOGNITION Meeting Governor Ridge in Washington DC was a great experience and it was wonderful to see how healthy and vibrant he was as if the event never even happened. He was very gracious and spent a long time talking with my family about Sen. Cornyn’s intern. We took the underground rail to the capitol and felt like we were in some secret tunnel not available to all. The in itself is an amazing building with so much US history that you can spend days and not get enough. Tuesday evening was Banquet and Awards time at the Empire Ballroom! The award was a beautiful crystal glass award given to each of us by the president of the AAA, Mark Post- ma, as we crossed the stage. The AAA made such a tremen- dous effort to make us feel like true stars at every step of this event. I can’t thank the them

enough for all their hard work to put together such an amazing celebration. Also a special thanks Rafael De La Uz our photographer that followed us. It was great to get to meet such an cool person and learn about his documentary film making career. And a sincere thanks to our Department for supporting and allowing us to travel to Washing- ton DC to receive this special award.

our lives before giving us a special award. It made me feel very proud to be honored like this. The AAA put on a great banquet and awards ceremony and treated us very well. It was great meeting so many other EMS people and learning all their stories.

Brendan Cluskey

RESPONSE The morning we responded on this call was fairly quiet, this was our first call of the day. Myself and my partner arrived first in the room and found the Governor sitting up in bed complaining of chest pain and feeling ill. He looked pale. When I began to place the first EKG electrode he began having full body seizure like activity and

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Kyle Schutt

Dena Morgan

Field MII

Communication MII

Real HERO’S don’t wear capes. Next to creating life, the greatest thing man can do is save one. Changing the world is a daunting task, but changing one persons world is realistic and done by unsung HERO’S known as PARAMEDICS

Marco Villasenor

Brendan Cluskey

Captain-DMO

Field MII

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CLICK TO HEAR TOM RIDGE PERSONAL EMS WEEK VIDEO MESSAGE TO ATCEMS

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On November 16th 2017 a life was forever changed. Former Pennsylvania Gover- nor and United States Secretary of Homeland Secu- rity Tom Ridge was in Austin Texas attending a confer- ence. Upon waking Thursday morning Mr. Ridge said he was not feeling well. He quickly researched his symp- toms and felt that he was ex- periencing a cardiac event. Mr. Ridge states he struggled to get to the hotel phone to inform the operator of his need for emergency assis- tance. Mr. Ridge was found in cardiac arrest in his room minutes after he placed that urgent call. The responding medical team worked on him for over an hour. During that time first responders performed CPR getting his

pulse back reviving him on three separate occasions during transport to the local emergency department. He spent over a week in the hospital, followed by months at home recovering from a massive heart attack. An event he feels he would likely not have survived had he been anywhere else in the world. Mr. Ridge states “I owe my life to the first responders who so diligently worked to save my life. I'm filled with both admiration and gratitude for their persistence and their training.” He continues to express his deep and pro- found appreciation for all that the medic crew did for him during his time of peril. He has fully recovered from the cardiac event that made such an impact on his life.

Tom Ridge nominated the Austin Travis County EMS responding medics for the American Ambulance Associ- ation Stars of Life 2018 award. He stated “These first responders kept me alive. They are the first to respond and the last to leave. I look forward to seeing my friends from ATCEMS to personally express my deep apprecia- tion.”

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By Allyson Hall

Explorer Spotlight

Future Career Goal Izzy will be attending the University of Pittsburgh starting the fall of 2018. She will be studying emergency medicine as well as neuroscience. She hopes to one day become either a Paramedic or a Trauma Surgeon. Interests In her free time, Izzy enjoys cooking, swimming, reading, listening to music, and hanging out with her friends. Most memorable experience Her favorite memory with the post was the last day of winter camp when every- one sat in a circle and played two truths and a lie. She enjoyed spending time with everyone just laughing and having a good time.

Achievements

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Community Service Award

Izzy Margerrison

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CERT Award

Sergeant and Honor Guard member since December 2017 Member of Post 247 since June 2017

Interested in getting to know more about Izzy and the other members of Explorer Post 247?

Visit www.emspost247.org to learn more and register to join .

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CADET CLASS 0518 ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||| We are pleased to announce the graduation of two new communications medics. Jonathon Delong and Laurel Weeks were sworn in as civil servants Friday, July 6th at EMS Headquarters with family and friends in attendance.

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Pub Ed event at Ramsey Park with MII Ken Davis and MI Zachary Smith .

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Take a 3-D tour of the new Austin-Travis County EMS D-4500 MetroMedic by Road Rescue coming your way soon, courtesy of Siddons-Martin Emergency Group.

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YEARS OF SERVICE ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||

Our values and principles are Excellence in Service, by People Who Care. Your dedication and commitment serve as a vital link in the chain which drives our department. The years of service award symbolizes the time you’ve given to help us as we pursue those values and principles. It is also a token of appreciation for the part you’ve played in making ATCEMS what it is today. Your talents and efforts already have helped us achieve excellence in many areas.

P. Pickering 15 years

A. Cornwall 5 years

F. Thomas 5 years

J. Yarbrough 5 years

J. Stanislaw 5 years

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EMPLOYEE RECOGNITION ||||||||||||||||||||||||||||||||||||||||||||||||||||||||

KUDOS

Kudos to Maria Valenzuela ,

A patient’s wife called asking for Maria since she was so helpful last time she called. I advised Maria was out today and if I could help. I assisted her with her questions. The patient’s wife wanted to pass on to Maria how grateful she was to Maria because she was so helpful. I told the wife I would pass this on. Awesome customer service.

Margaret A. Hackett CAC ATCEMS Billing/Coding Supervisor

Way to go Maria Valenzuela!

The son on this account asked to speak to Maria. I explained she was out today and he stated he wanted to call in and just say thank you as she made sure he received what he asked for. He stated he knows it was small and it is our job but the things we think are small really helped him and he really appreciated all of her help. He stated he had a deadline, no remittance form and she made sure he received everything and that nothing was dropped. I explained I would pass the message on.

Tabitha Barborak ran her first half marathon and is currently scheduled to run two more half marathons. WAY TO GO!!

Lisa Castillo

06/08/2018—18159-0130—M01 From: Mark 1 Residential Services, owner and care giver. ”Most of our patients are non- responsive, and the medics did great. Checked over meds., very attentive to her needs and listened to our information to share concerning our patient. I really appreciate EMS as they are so good, and have gone out or their way for some of our patients”.

Natalie Ruiz (patient) requested that Lisa Castillo be recognized for her profession- alism and wealth of information as she was working through a billing inquiry. Lisa helped the patient navigate through a confusing time since the patient is from out of state. Lisa provided excellent customer service that resulted in the patient calling back to express her gratitude.

Carolyn Huckle, Administrative Specialist

Thank you, Meagann Wade, EMS Customer Care Program Manager

CONGRATS

The Community Relations & Injury Prevention section is excited to welcome Jason Cantu to the team and are eagerly anticipating the positive impact he will have in our community education and outreach efforts.

WELCOME

We are pleased to announce two new team members.

Cynthia Hurta as our new MuniP rog, Administrative Support for Finance.

Julia Byron as our new MuniProg, professional with the Bar Team.

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EXCELLENT

Holly Craghead & Rebecca Owen

On February 21, 2018 officers were dispatched to a crash with serious injury call on W. Slaughter Lane. The crash involved an 18-year-old female who had swerved her vehicle to avoid a vehicle collision, went up on the curb, and struck a 16-year-old male who was walking on the sidewalk. The male was seriously injured. The female driver remained on scene and was extremely upset and in shock. Officers immediately called for Crisis to which I responded. The female’s parents had also come to the scene. The female stated that she was feeling numb and contemplating suicide. She refused EMS stating that she did not deserve it. She was non-communicative at times and appearing to shut own. Her mother expressed concern for her and requested that EMS be called back to the scene to have her evaluated. While I spoke to the female, she shared several non-related stressors with me. I spoke to Officer Brown and informed him of my concern with the female making suicidal comments and he agreed to evaluate her. EMS personnel arrived at this time as well. While I was dealing with other issues on scene, the female went with Officer Brown, Medic Craghead and Medic Owen into the ambu- lance. I joined the conversation later and the female was no longer non-communicative and talking with all the personnel. I sat with them as we all provided support to the female. Officer Brown was relatable to the female and empathic as he explained his role and offering to get her appropriate help. It took a while before the female would admit to suicidal ideation. Officer Brown was very patient, waiting while I counseled with her regarding the non-related stressors understanding the need to give the female the time she needed to process. Medic Craghead and Medic Owen displayed genuine empathy and compassion to the female. They truly listened to her to support her and address her needs while offering education about what she was experiencing due to the trauma of the crash. They took the time to discuss future goal setting and positive outlook, which encouraged the female. All personnel were patient, kind, helpful and provided great service to the female. They each gave her the appropriate amount of time she needed to establish rapport and feel safe to express her feelings. It was apparent by the female’s demeanor and confidence as she left the ambulance that there was a significant impact resulting from their care. These first responders exemplified that night the service that our community expects and deserves.

Melby H. APD Victim Services

St. David's Round Rock Medical Center and four of our ATCEMS Medics were reunited with patients who survived their injuries from significant motor vehicle collisions back in early 2017. This heartfelt reunion between the patients, their moms and our medics was amazing. They were able to tell their stories and share some of the moments during their care. A sense of peace and gratefulness was definitely present. Congratulations Medic-34: Kevin Delashmit, George Bunting, District Command-2: Bryan Fitzpatrick Medic-10: Kristy Canales & Brandon McGarrh Medic-19: Marcos Lara, Jonathan Milburn & Chris Montgomery, District Command-2 Temple Thomas

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Palmer, Jake Gaskin, Terry

The patient called in to pay her balance and before disconnecting she stated she wanted to say something about the 2 gentlemen that helped her on this day. She had their last names and numbers which are below and stated they were just so good to her. She stated she is 89 years old, had fallen, was really hurt and they were so good and she would really like to commend them for their service. I explained I would pass the information on and thanked her.

Margaret Hackett, Ambulance Billing and Coding Supervisor

Jake Smith Robert Mathes Jeff Moore

The patient on this account asked that I give some information on his transport. He stated he did not know what to expect as he thought we’re a big city and thought we’d take forever to get to him but the paramedics were there so fast and he was really shocked. He stated the team was exceptional, fabulous and appreciates all they did. He stated he is from Chicago, thought our cost was cheap and knows we probably hear all the ‘bad stuff’ but feels like the superior of this team needs to be notified. He stated the captain was unbelievable knowledgeable and they worked well as a team and everyone knew what they had to do. He stated he really appreciates everything and would like to let them know. I explained I will pass the information on.

Thank you, Lisa Castillo

Coryell Response

Jakubauskas, Eric Johnson, Adam Hopkins, Wesley Didonato, Pete Noble, Keith Pierce, Carol Thomas, Temple Zapata, Millie Smith, Craig Mudge, Jonathan Richter, Eric Warren, Milissa Todd, Joshua Benavides, Michael Noak, Darren Beggs, Jason Bregenzer, Brian Lapham, Kurt Hardy, Traci

Hardy, Blake Kline, Paul Lucia, Audrey Villasenor, Marco

Lancaster, Eric Ferrando, Anthony Reyes, Edwin Cummings, Daniel Lester, Christopher Hernandez, Raul Patterson, Roger Parker, Kevin Israel, Pete Lara, Marcos Cluskey, Brendan Cuevas, Saul Castleberry, Jason Fairbrother, Craig

Holman, Tom Schickel, Matt Luk, Leor Gordon, Eric

Green, Rachel Urben, Frank Bible, Robert Neal, Tara Martinez, Luis Milburn, Jonathan Koesterer, Shannon

Torres, Raul Isaacs, Jared

Rupp, Dylan Carr, Angela Rose, Donald Burrier, Trevor

I can not tell y’all how proud of you guys I am today....y’all are the best. It is my great honor and pleasure to work with such professionals like you all are. Thank you for letting me be a part of your service to those who call us for help.

Mikel Kane , Division Chief

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Take Our Daughters and Sons To Work Day

Because your work is inspirational to children

On Friday, June 22 nd , the City of Austin had its annual “Take Our Daughters and Sons To Work Day”. This citywide event required staffing with an on-duty medic for a static display at Kreig Field, along with AFD, APD and several other city departments. Jordan Crouch and Pete Israel , both immediately volunteered for the assignment without hesitation. I was assigned to photograph the event and Jordan and Pete did such a fantastic job with the kids, and in my personal opinion their enthusiastic attitudes made EMS one of the most engaging departments there! Pete would entertain the kids with his “Robot Stretcher”, his emphasis kept the kids captivated and intrigued as well the adults. Meanwhile Jordan, with her cheerful personality, educated the children inside the unit. She did a great job and it was very exciting for all in attendance. I was very proud of the effort and energy these two medics put into this event, all on short notice. Our medics are not only great with patient care, but are especially great with community care!

Thank you Jordan and Pete for what you do each and every day.

Clemente Leal , EMT-P Community Relations

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Customer Service Response:

388 calls were made during April. The questions asked focused on measurable

customer service actions.

Patient Comments:  “They were very fast, efficient, friendly, personable, and conversational. They talked about things that were of concern to me. They were good to me.”  “They did a good job on the I.V., and helped the hospital staff when I got there too. I appreciate every- thing they did for me. They were awesome.”  “They were extremely gentle, explained everything and were great about calming her down as she was in a lot of pain. They reassured us about the hospital also, and that made us feel better too.”  “They were very friendly, nice and made me feel comfortable. They kept asking me if I was O.K. when there was a bump in the road because they knew it was a little painful. They kept watching my face for evidence of discomfort.”  “He hit my vein right away and it didn't hurt. He was funny and made me laugh. I was scared and they relieved my anxiety. Please tell them thank you very much for everything they were wonderful!” Respondents were asked to rate the customer service provided by our medics on a scale from 1 to 5, with 5 being the best 79.55% of the patients rated the customer service they received at a 5 and 19.32% rated their service at a 4. The average rating overall was 4.78 out of 5 for customer service. The response we obtained from our customers is evidence of the great medics we have and the tremendous job they do each and every day.

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Customer Service Response:

259 calls were made during May. The questions asked focused on measurable

customer service actions.

Respondents were asked to rate the customer service provided by our medics on a scale from 1 to 5, with 5 being the best 86.67% of the patients rated the customer service they received at a 5 and 13.3% rated their service at a 4. The average rating overall was 4.87 out of 5 for customer service. The response we obtained from our customers is evidence of the great medics we have and the tremendous job they do each and every day.

Patient Comments:

 “I really felt like I was in great hands, they were very caring, All was great, except the bumpy ride.”

 “They were very well trained and knew what they were doing and that was very comforting.”

 “Excellent! I asked the medic in the back to tell me a story about EMS. He did and kept me entertained all the way to the hospital.”  “They were so nice to me, they explained everything while they were helping me and were very professional.”  “Yes they were very good and worked really hard, I had fluid on my heart and they were very helpful and understanding.”

 “They were great, and gave me a lot of insight about everything that was going on with me.”

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