case study in ivey method

Background Ambulance Yorkville (AYV) is a public company created by the Government of Yorkville in June 2007 to operate a standardized, government-wide emergency medical service, Situation before AYV Emergency medical services in Yorkville were delivered through dozens of separate contractors. There were for profit operators, non-profit operators (including provincial government systems managed by Regional Health Authorities), municipal ambulance services, and First Nations ambulance services. A private sector company provided air ambulance services. Some operations were subject to collective agreements and some were not. There was no centralized dispatch. Three regional centres in the government received emergency calls and dispatched ambulances. There was no accepted standard for response times. Thirty-five different medical directors set patient care protocols, resulting in different standards of patient care. Paramedic training differed greatly. Many ambulance operators provided on-call service during non-peak hours. At these times, paramedics had to be called into work when calls were received. Goals of AYV Unify all ambulance services under a single body; Create an improved, standardized response time for the government. The target is 90% compliance with a 9-minute response time in urban areas and 90% compliance with a 22-minute response time in rural areas; Elevate training standards for all paramedics until 100% are trained as Primary Care Paramedics. Introduce Advanced Care Paramedics at a later date; Improve consistency of care through a centralized approach to emergency care protocols; Have 24-hour on-site schedules, eliminating on-call systems. AYV Responsibilities The government expects AYV to: Operate land ambulance services, including patient transfers within and outside the government; Deliver air ambulance service, including patient transfers within and outside the government; Operate the Medical Communications Management Centre (MCMC) - a government - wide medical emergency communications and dispatch centre; Develop and maintain continual quality improvement processes; Acquire and maintain assets required to operate the ambulance service; Develop, test, and update the provincial disaster response plan for ambulance services, including an MCMC disaster and business continuity plan and emergency operations centre; Respond to customer, media and public inquiries and complaints and manage community and stakeholder relations; Work with related departments, organizations and agencies, including medical first responders (e.g. fire services) and 911. The core company - AYV Background Ambulance Yorkville (AYV) is a public company created by the Government of Yorkville in June 2007 to operate a standardized, government-wide emergency medical service, Situation before AYV Emergency medical services in Yorkville were delivered through dozens of separate contractors. There were for profit operators, non-profit operators (including provincial government systems managed by Regional Health Authorities), municipal ambulance services, and First Nations ambulance services. A private sector company provided air ambulance services. Some operations were subject to collective agreements and some were not. There was no centralized dispatch. Three regional centres in the government received emergency calls and dispatched ambulances. There was no accepted standard for response times. Thirty-five different medical directors set patient care protocols, resulting in different standards of patient care. Paramedic training differed greatly. Many ambulance operators provided on-call service during non-peak hours. At these times, paramedics had to be called into work when calls were received. Goals of AYV Unify all ambulance services under a single body; Create an improved, standardized response time for the government. The target is 90% compliance with a 9-minute response time in urban areas and 90% compliance with a 22-minute response time in rural areas; Elevate training standards for all paramedics until 100% are trained as Primary Care Paramedics. Introduce Advanced Care Paramedics at a later date; Improve consistency of care through a centralized approach to emergency care protocols; Have 24-hour on-site schedules, eliminating on-call systems. AYV Responsibilities The government expects AYV to: Operate land ambulance services, including patient transfers within and outside the government; Deliver air ambulance service, including patient transfers within and outside the government; Operate the Medical Communications Management Centre (MCMC) - a government - wide medical emergency communications and dispatch centre; Develop and maintain continual quality improvement processes; Acquire and maintain assets required to operate the ambulance service; Develop, test, and update the provincial disaster response plan for ambulance services, including an MCMC disaster and business continuity plan and emergency operations centre; Respond to customer, media and public inquiries and complaints and manage community and stakeholder relations; Work with related departments, organizations and agencies, including medical first responders (e.g. fire services) and 911. The core company - AYV