Table 2 Performance Measurement Framework for collapse in ambulance – CIA
Category | Indicator | Likert scale (0–3) – Scoring out of 100 | |||
|---|---|---|---|---|---|
Below expectations (0) 0% | Partially meet expectations (1) 50% | Meet expectations (2) 75% | Exceed expectations (3) 100% | ||
Structure | EMD Compliance (Call Evaluation) | Non-Compliance/Low Compliant | Partially Compliant | Compliant | High Compliant |
ETC Compliance (Call Evaluation) | Non-Compliance/Low Compliant | Partially Compliant | Compliant | High Compliant | |
Call Dispatch Time | More than 90Â s | - | Less than 90Â s | ||
Management of fleet/biomedical equipment and logistics | Ambulance not ready for an emergency | Real time issues | No fleet/logistic/biomedical issues | The real-time issue was killed efficiently without compromising the patient | |
Station Supervisor (SS) Remarks ** | No intervention of SS (Lack of signature plus remarks) | lack of SS remarks (Only signature present) | SS remarks, properly signed & errors highlighted | SS ME + Action points | |
Post-intervention procedures ** | Post-intervention procedure not done | - | Post-intervention procedure done | ||
Process | Movement Response Time | Moved after 2Â min | Moved within 2Â min | Moved within 1Â min | Movement below or equal to 30Â s/staff himself intervened for emergency response |
Hospital Handing-Taking | Not done | Vitals taken and handling done | 1 + checked IV-line, infusion Status, and documentation | 2 + Anticipated management asked for/ done | |
Patient Counseling | Not Attempted | Partially done | Done properly | Done properly/ Decision of attendant changed | |
Patient Management | Not done | Partially done | Done Properly as per protocol | 2 + Patient revert ROCS achieved | |
Documentation | Not done/False/fake documentation | Missed some points/overwriting | Adequate documentation | Documented everything, no error, no overwriting, properly readable and matching with the treatment given | |
Request for Physician supervision | Not asked or asked after 30Â min | - | Asked within 15Â min | ||
Medical Help by MO (Call Evaluation) | Medical help not provided adequately | Medical help only as per symptoms/sign | History/vitals taken, assessment done and help provided remains on call if needed, CPR protocol and dose if needed | ME + Proactive assessment and instructions | |
Outcome | Caller Feedback | unsatisfied | Partially satisfied. | satisfied | highly satisfied |