Northwest EMS, Inc. Serving the communities of northwestern Lancaster County

Annual Report

2015

We once again thank you for your support of Northwest EMS. We depend on you to close the gap between our operating expenses and the payments we receive for our services.

As we look back on 2015, we are grateful to the municipal bodies, businesses and the greater Manheim community for their support of the capital fundraising campaign to construct the new ambulance station being built at 60 West Colebrook Street in Manheim Borough. We look forward to announcing ribbon cutting and celebratory open house events to dedicate the building later this year as the construction process nears completion. (For more information see page 11)

We also thank the greater Elizabethtown, Maytown and Bainbridge communities for donating $ 66,036 to purchase a new ambulance in 2015.

As we look forward to 2016 and beyond, we continue to pursue our mission of providing quality emergency medical care around-the-clock to our service areas stretching from East Donegal Township to Penn Township. During 2016 we will be extending our coverage areas eastward as we assume responsibility for providing EMS coverage in Elizabeth and Clay Townships.

Here is our 2015 annual report for your records and information. Please don't hesitate to contact us with any questions.

Respectfully, Dale E. Ressler, Board of Director's Chairman

Mission Statement:

To improve the quality of life within our service area by providing 24-hour basic and advanced life support coverage and offering educational programs relating to emergency health services.

Northwest EMS, Inc. Serving the communities of northwestern Lancaster County

The Elizabethtown station, 380 West Bainbridge Street (Above) Located in Elizabethtown borough, the Elizabethtown station serves as our primary headquarters and corporate offices. The station houses seven ambulances, two squads (or supervisor vehicles), one wheelchair van, a Cub Cadet ATV and a Mass Casualty Incident (MCI) trailer.

The Maytown station, 186 Rock Point Road (Above) Located in East Donegal Township, at the East Donegal Township Municipal Building, the Maytown station houses one ambulance.

The Manheim station, 26 East High Street (Above) Located in Manheim borough, the Manheim station houses two ambulances. (Below) Throughout 2015 site plans were finalized for our new Manheim station being built at 60 W Colebrook Street. See Page 11 for more details!

Serving our Community…

One patient at a time

2015 BY THE NUMBERS:

Population Served (Based on 2010 census)

52,300 55,200

Population in BLS primary response area Population in ALS primary response area

Square Miles 127.5 Square miles represent primary response area in Lancaster County Northwest EMS also has primary response area in Dauphin and Lebanon Counties

Municipalities (primary response area served)

13 Conoy Twp E Donegal Twp W Donegal Twp Elizabeth Twp Elizabethtown Borough Manheim Borough Marietta Borough Mount Joy Twp Penn Twp Rapho Twp Conewago Twp (Dauphin County) Londonderry Township (Dauphin County) S Londonderry Twp (Lebanon County)

# of Stations 3 Elizabethtown, Manheim, Maytown

# of Licensed Vehicles 13 10 ambulances 2 squads 1 wheelchair vans

Special Use Vehicles 3 1 car for travel/training use 1 Cub Cadet/utility vehicle 1 MCI trailer

Services Emergency Response (Basic and Advanced Life Support)

Non-Emergency Basic Life Support and Wheelchair Transports

Stand-By Services

Education, Prevention, and Outreach Services to the community Career Staff 66 career professionals (FT & PT) 30 volunteers

Operating Budget

3.2 Million

Uncollectible Bad Dept/Sent to Collection $457,049

911 Dispatched Calls 6,958

Number of Patients Cared For – 7,678

(Shown by Municipality)

The following municipalities are not in the primary response area of Northwest EMS: Mount Joy Borough Columbia Borough West Hempfield Twp Other locations

*Indicates municipalities that support NWEMS with a financial contribution to annual operating costs

West Donegal Twp * 1443

Elizabethtown Borough * 1252

Mount Joy Twp * 639

Penn Twp * 639

East Donegal Twp * 539

Manheim Borough * 508

Rapho Twp 452

Columbia Borough 234

Conoy Twp * 227

Mount Joy Borough 193

Marietta Borough 98

Londonderry Twp (Dauphin Co) 69

West Hempfield Twp 66

Conewago Twp (Dauphin Co) 32

Elizabeth Twp 24

South Londonderry Twp (Lebanon Co) 14

Other Locations 1249

Routine wheelchair transports 1060

Total patients cared for 7678

Average Response Time 1.31 minutes from dispatch to response

7.06 minutes from response to on-scene

Customer Satisfaction Ratings 96% of respondents rated the services as “outstanding” or “excellent” 4% of respondents did not complete the survey with enough information to quantify results

Subscription Membership 49.34 % of the community purchased a subscription membership in 2015

Northwest EMS is a not-for-profit 501C3 corporation with oversight provided by a

15-member Board of Directors. Our board members are local community leaders who offer a wide variety of professional business experience. Each Board member voluntarily offers his/her expertise to the corporate management and oversight of the operation of Northwest EMS.

2015 Board of Directors:

Dale Ressler, Chairman Owner, Dream Maker Bath & Kitchen Robert Enck, Vice Chairman Retired, Susquehanna Bank/BB&T (not pictured)

Bill Prazenica, Treasurer Chief Financial Officer, Masonic Villages Greg Gobrecht, Secretary Codes Compliance, Elizabethtown Borough Jay Bell Retired, Senior System Engineer/SME Kathy Burkhart Quality Assurance Director, Pharmaloz Manufacturing, Inc. Jeffrey Butler Manager, East Donegal Township Julie Cooper Attorney, Gingrich, Smith, Klingensmith & Dolan Nancy Florey Vice President of Human Resources at Pennsylvania College of Health Sciences Scott Kingsboro Executive Director, Northwest EMS (not pictured) James Leaming, MD FACEP Director, John R. Dietz Emergency Ctr, Holy Spirit Hospital/Geisinger Affiliate (not pictured) Wayne Martin, EdD Retired Superintendent, Northern Lebanon School District Julian Richter Communications Specialist, TeachBeyond Global Matt Shenk Public Safety Trainer, APCO International Pete Whipple Government Program Administrator, The Benecon Group

In addition to their role on the corporate board, each member is asked to serve on at least one working committee. Committees include the Finance & Properties Committee, the Personnel Committee, the Long-Range Planning Committee, the Municipality Committee and the Public Relations Committee.

Services

Northwest EMS is licensed by the Pennsylvania Department of Health as both a Basic (BLS) and an Advanced (ALS)

Life Support provider.

BLS services are provided by EMT’s and include basic care and treatment such as stabilizing fractures, controlling bleeding, simple airway management and other basic treatments.

ALS services are provided by a Paramedic who can provide more advanced care and treatment, including cardiac monitoring, IV interventions and the administration of medication.

EMT’s and Paramedics are trained to a National Standard and are certified by the Pennsylvania Department of Health/Bureau of EMS. Certification levels for EMS providers in Pennsylvania include:

Emergency Medical Responder (EMR)

Emergency Medical Technician (EMT)

Paramedic (EMT-P)

Pre-Hospital RN

Physicians

Our personnel consist of approximately 66 career and 30 volunteer paramedics and EMTs.

We often do not learn the outcome of our patients after transferring their care to the emergency department, but during 2015 there were several positive patient outcomes that we were fortunate enough to learn about.

We welcome former patients to visit our stations and share their recovery with us!

(Left) Northwest EMS providers, with the help of police and fire department, extricate a patient from their 3rd floor apartment with a stair chair. The only access to this apartment is the fire escape. (Right) A Northwest EMS Paramedic begins Advanced Life Support interventions on a trauma patient while rescue efforts are underway to move the patient from the truck to an ambulance for transport.

(Above) Paramedic Zach Slothower and EMT William Splain pose for a picture with one of their patients.

Home on leave from the Air National Guard, this patient was involved in a serious motorcycle accident in May of 2015. He suffered major trauma to every vital organ and required 7 pints of blood within the first 24 hours. His doctors gave him a less than 8% chance of survival!

Reunions like this one are why we do what we do!

(Above) Paramedic Chris Burns visits with one of his patients, who suffered extensive injuries in a motor vehicle accident in July, 2015.

Not yet 5 years of age at the time, this young patient suffered 2 femur fractures and other extensive injuries. She remained trapped in the vehicle for an extended period of time during which Paramedic Burns provided life-saving interventions and comforted her as he would his own child/grandchild. To be invited to her home a few weeks later was an honor!

(Above) Paramedic Brad Anderson talks with one of his patients who suffered a stroke a few weeks earlier.

On the morning of this call the patient and his wife did not know the seriousness of the situation. They only knew ‘something’ was not right. Anderson immediately recognized the symptoms of a CVA (stroke).

Just a few weeks later the patient returned to meet the paramedic who saved his life.

PROFESSIONAL AND COMMUNITY COMMITTEMENT

Northwest EMS sponsors a Junior Academy program (formerly known as our Explorer Post). We are

committed to serving our community not only as a response agency, but also as a leader and a mentor to our community. The Junior Academy is a unique opportunity for teenagers, aged 14 – 21 to receive basic first aid training, CPR and other basic first aid skills. We currently have 8 Junior Academy members who attend training twice each month. With their basic training they are given opportunity to observe on calls and to practice their skills with non-critical patients and to assist at standby’s and community events. The Junior Academy is a unique investment in our community and provides a young person thinking about a career in EMS the opportunity to see what we the job entails. Our Junior Academy members often continue their education and become EMT’s and Paramedics and many of them are current providers for us as volunteers and career providers.

Northwest EMS is a Master Level EMS for Children provider,

meeting or exceeding the minimum licensure requirements set forth by the Pennsylvania Department of Health and the Bureau of EMS. Master Level Recognition is voluntary and is a four-part process of approval. To be recognized as a Master Level agency, the agency must:

1. Demonstrate that it has, in service, specific pediatric equipment and devices 2. Show proof that all providers have submitted to the Pennsylvania Childline background check process* 3. Show proof that all providers have successfully completed specific pediatric education, as identified by the 4. Pennsylvania Department of Health 5. Provide a minimum number of educational and preventative outreach opportunities in their communities that

focus on the health, welfare and safety of children

*Northwest EMS is fully compliant with all State and Federal Background checks as mandated by Act 15, the Child Abuse Clearance legislation

Donations to our Toys For Tots® toy drive are dropped at a local warehouse for distribution

Children enjoy an Easter Egg Hunt at one of the community events at which NWEMS participated

Education, Prevention and Outreach Services

Northwest EMS provides a variety of education, prevention and outreach services, including:

CPR & Hands-Only CPR® classes to the community Basic First Aid education Assisting scout groups in obtaining merit badge achievements Providing stand-by services to sporting events and public gatherings Providing continuing education courses to EMS personnel Providing education and prevention services to schools, youth sports leagues, and community

groups A resource for home safety information A Crib For Kids® safe sleep education partner A partner with Lancaster General Trauma Services and the Amish Safety Committee Hosting Camp Lady Bug and other educational opportunities Educational presentations to school groups, church groups and others Presenting a Mock DUI/Prom Promise demonstration to local high schools that includes a

variety of safety messages for teen drivers on the dangers of distracted driving, driving under the influence and other risky behaviors

Serving as a drop off point for Toys For Tots and Food Pantry Drives

Northwest EMS hosts Camp Lady Bug campers from the E-town GEARS program for

a visit with their public safety friends

Executive Director, Scott Kingsboro, speaks to residents at Pleasant View Retirement Community

(Left) 2015 Santa Run in Manheim Borough

Northwest EMS provides first aid standby services at community and sporting events

(Left) Amish Safety Day, Quarryville, PA

In partnership with Lancaster General Trauma Services and the Amish Safety Committee, Northwest EMS provides farm and home safety presentations throughout Lancaster County

(Right) Cribs For Kids® Education Materials

In partnership with Cribs For Kids®, Hershey Medical Center and Children’s Miracle Network, Northwest EMS provides safe sleep education and resources to families in our community

Company History

Northwest EMS is a regional EMS system made up of several community ambulance services that wanted to be able to provide the highest level of care available while still functioning with a small-town feel. The first merger of our community ambulances took place in 2000, when the Elizabethtown Fire Company Ambulance and the Northwest Advanced Life Support Unit joined forces to become Northwest EMS, Inc. In 2004 Bainbridge Fire Company Ambulance and the Maytown-East Donegal Township Ambulance joined Northwest EMS. And in 2013, the Manheim Veterans Memorial Ambulance Association (in Manheim Borough) merged their operations to become a part of Northwest EMS.

Northwest EMS is a company that is built on the belief that our success comes from the passion and commitment of

our providers, and the vision that the founding members of our community ambulance services had, to provide the best possible EMS services possible. We believe that our success is measured, not only by our corporate business practices, but also on the satisfaction of our customers and successful patient outcomes. As a result, we’ve adapted a set of Core Values that reflects our passion and commitment.

The Elizabethtown Fire Company Ambulance and Northwest

Advanced Life Support Medic 5 merged in 2000

The Bainbridge Fire Company Ambulance and the

Maytown/East Donegal Township Ambulance merged in 2004

Manheim Veterans

Memorial Ambulance

joined us in 2013

NORTHWEST EMS CORE VALUES

TRUST – Trust is the cornerstone of all relationships and we will continuously strive to build and earn trust both within

the unit and community we serve

COMMITMENT – Committed to the community we serve. In all things, we do what we say we are going to do

INTEGRITY – Adherence to high principles and professional standards. We do what we say we will do, the right thing,

not the easy thing

PARTNERSHIP – Teamwork is of the utmost importance in all that we do, in both our interaction with the community

and with each other

COURAGE – Having the courage to do what is right, even in the face of personal or professional adversity

ACCOUNTABILITY – Being responsible for our actions

QUALITY – Commitment to provide quality services through positive change and continuous improvement

PROFESSIONALISM – Following the highest standards of ethical conduct

TEAMWORK – Achieving more by working together than we can achieve as individuals

COMMUNICATION – Communicating expectations to employees or volunteers, and providing honest and timely

feedback on performance

EMPOWERMENT – Developing and retaining individuals who continually excel in their performance; we will empower people to successfully accomplish goals

COMMUNITY – To be caring and compassionate to those who we serve and to strive to make the place we live and work or volunteer better for all

RESPECT – To respect each other and those we serve

STAFF – The members of our organization are valued as our most vital asset

911 EMS dispatches in Lancaster County are prioritized as Class 1, Class 2, or Class 3

Class 1 emergencies are those calls that the caller has indicated to the 911 dispatcher that the victim, or patient, is suffering a life-threatening situation. Class 1 emergencies require the dispatch of a paramedic and an emergency response by the EMS crew (a response using lights and sirens).

Class 2 emergencies are those calls where the caller has indicated to the 911 dispatcher that the victim, or patient, is in an emergency situation, but the patient’s condition does not appear to require ALS services. Per dispatch protocol, these types of dispatches do not require that a paramedic be dispatched, but do indicate that an emergent response by EMS is appropriate with the use of lights and sirens.

Class 3 emergencies are those calls where the caller indicates to the 911 dispatcher that the victim, or patient, is stable but in need of an ambulance. Response to Class 3 calls does not require the use of lights and sirens. (Right) The Lancaster County-Wide Communications (LCWC) dispatch center. LCWC dispatches all EMS, Police and fire units In Lancaster County. LCWC uses computer-aided design technology (CAD), as well as Emergency Medical Dispatched (EMD) protocol to determine EMS response criteria.

Northwest EMS is recognized throughout South Central Pennsylvania as a professional EMS service that provides

excellent EMS response services as well as an agency that is active in community outreach services, public safety education, and prevention services. Our staff takes pride in serving our communities one patient at a time and to make a difference in each and every patient encounter. The communities we serve (represented on page 3) are a mixture of rural, agricultural, urban and industrial areas and encompass more than 127 square miles and a population of more than 55,000 people.

Map displays the Northwest EMS response area

Looking Ahead

As Northwest EMS looks ahead to 2016 and beyond we look forward to the completion of the new Manheim

station being built on West Colebrook Street. (See page 11 for details on the process)

In 2016 we will continue to seek ways in which to improve our response capabilities and better serve our

community. Already underway are plans to develop a strong, in-house, educational program for our providers

so that they have access to the training and education necessary to keep their skills sharp.

Targeted training areas include additional pediatric training, Autism and Spectrum Disorder training and tactical

response training for critical incident responses such as active shooters.

In the spring of 2016, Northwest EMS will begin providing both BLS and ALS services in Clay Township and

Elizabeth Township, an area currently served by Brickerville Fire Company Ambulance. Brickerville Fire

Company has operated an ambulance and served that community with BLS services since 1969, however, as is

common for volunteer ambulances, Brickerville Fire Company has seen a decline in volunteer EMS staffing

forcing them to take their ambulance ‘out of service’ frequently due to a lack of volunteers. In October, 2015,

the chief officers of the fire company invited Northwest EMS to meet with them to discuss the options and

services that Northwest might be able to offer.

After several meetings an agreement was reached (in December, 2015), to provide EMTs to Brickerville Fire

Company on a ‘leased’ or ‘contracted’ basis, five days a week, with the Brickerville volunteers supplementing the

additional days.

As we entered 2016, conversations were continuing for more advanced services that would provide 24/7 ALS

MICU coverage. At the time of this report, it was anticipated that Northwest EMS will merge EMS operations

with Brickerville Fire Company (as we have done in previous communities) and that Northwest EMS will be

providing all EMS services in that community with a target date of May 2016.

Construction Update:

The need for a larger EMS station in Manheim has been something that has been needed for some time.

We are excited to see construction of a new station underway. It is anticipated that the new station could be ready for occupancy by early to mid-summer. The station will be located at 60 West Colebrook Street in Manheim Borough. The EMS station will include 4 bays, a meeting or training room (that will be available to the public for meetings), as well as crew quarters and offices.

The project is a collaborative effort with Manheim Borough who has purchased a parcel to the rear of the property on which to construct a new police station. Below is a rendering of the new EMS station, as well as several pictures of the construction throughout 2015.

(Above and Left) Construction sign depicts the use of the former American Legion property and color rendering depicts the building design (Below) The first construction efforts began in November 2015

Funding for the EMS project has been accomplished with a Capital Fundraising Campaign titled the Campaign To Save Lives, under the leadership of Campaign Chairman, Coach Mike Williams, and co-chairmen Dr. Lewis E. Jury and Mr. Mike Graham.

Mike Graham was a founding member of the Manheim ambulance (as founded by the Manheim VFW Post 5956 in 1948). Coach Williams and Dr. Jury have graciously committed themselves to this project out of a desire to serve the Manheim community in a project that will have a decades-long impact on the lives of the residents in the Manheim community.

Our fundraising goal for this campaign was $900,000. At the time of this report, pledges totaling over 1 million dollars has been received. We anticipate making announcements regarding the completion of the building project in the next several months.

For information on the construction project or to support the Campaign, contact Lori Shenk at our Manheim station. 717-371-8282.

(Left) At the time of this report construction continues to progress and it is anticipated that we will be occupying the new station by mid-summer.

What our patients are saying:

Random surveys are sent to patients that we treat/transport. These are just a few of the

comments shared with us through those patient surveys.

“Excellent service” "I was treated with respect" "Excellent, Excellent, Excellent. Very Pleased" "I have required several trips to hospital ER and was always treated with respect” “My comfort was always taken into consideration. Now I am in a nursing home and require wheelchair transport. Each time I have been treated with care and concern for my welfare” "My son was only 2 months old at the time and they were very responsive and encouraging. The crew kept me informed of my son's progress and of everything they were doing/testing along the way. You guys did a great job at a time of stress. Thank you!" "Very professional” "I would be very proud if they worked for me" "I was very comfortable and I felt that I was in good (no great) hands" "Thank you very much" "The crew was very caring and made me feel at ease" "The staff put me at ease, provided care and I was able to relax with less pain"

At Northwest EMS we are Serving our Community, one patient at a time.