In-fighting, lack of unified leadership, non-existent policies and procedures, volunteer recruitment and retention issues, and an unclear mission and vision for the future were the findings of The Tideview Group’s six month review of the Wiscasset Ambulance Service.
Michael Pardue and Andrew Turcotte, of The Tideview Group, presented the results of their review, which was based on over 50 interviews with Wiscasset Ambulance Service and community members and more than 100 pages of documentation, to Wiscasset selectmen at their meeting Tuesday, June 16.
The Wiscasset community had overwhelmingly positive comments about the quality of services provided by the Wiscasset Ambulance Service, which medical professionals said was essential to saving lives, Pardue and Turcotte reported.
The report, however, identified 16 primary areas where improvement was deemed critical to the ambulance service’s future.
The Tideview Group was hired in January to conduct a review of the service at the request of members, Town Manager Marian Anderson said. “They [the members] had the courage to say what we’re doing isn’t working. Can you help?”
The Tideview Group, a management consulting firm, conducted a six-month assessment of the service and compiled a 40-page report, which encompassed organizational and management issues, safety concerns at the facility, recruitment problems, and revenue shortages.
The report found mistrust and poor communication among the service’s management, which was resulting in poor staff morale. “I can’t stress enough the importance of a unified leadership,” Pardue said.
The ambulance service was also found to be severely understaffed with only 50 percent of the 24 member roster active, or working more than 40 hours a month. Many of the service’s members live outside of Wiscasset or are not available during daytime hours, Turcotte said.
Two to three volunteers have handled the majority of calls, Turcotte said. In a highly competitive market for EMTs, the service’s wages were also found to be below the market rate, contributing to recruitment and retention issues.
Despite staff shortages, the ambulance service has never failed to respond to a call, though they have come close, Turcotte said. “At any time the service could fail because responders are not available,” he said. “Many fail when they have succeeded in the past.”
Turcotte also identified documentation issues, which may impact the service’s revenue stream. Wiscasset Ambulance Service’s revenue is based on insurance reimbursement, mutual aid agreements, and donations. Despite an increased call volume, the service’s revenue stream was decreasing, Turcotte said.
Improper documentation may result in decreased insurance reimbursements, Turcotte said.
The Wiscasset Ambulance Service has no strategic plan, such as a mission, vision, and value statement that will guide the service into the future, Pardue said. On a positive note, the service recently made an effort to adopt the policies and procedures recommended by the Tideview Group, Pardue said.
Policies and procedures to help guide the organization and hold staff and management accountable were previously non-existent, Pardue said.
There has been no effort to move forward with the development of a strategic plan, which was “concerning,” Pardue said.
The report also found the ambulance service’s station had no ventilation system causing the station to fill with fumes each time an emergency vehicle started.
According to the report, there was strong support in the community for a local EMS service. Voters overwhelmingly supported the Wiscasset Ambulance Service in the non-binding opinion poll on the 2015 annual town meeting warrant, which asked if the service should be discontinued.
“I applaud you,” Turcotte said. “You’re being proactive by bringing the Tideview Group in.”
“I’ve been lacking and I apologize,” Wiscasset Ambulance Service Director Roland Abbott said to selectmen.
“I think we are absolutely moving in the right direction,” Anderson said. “One of the steps involved in moving forward is recognizing where you are.”
Anderson said she will work with the Wiscasset Ambulance Service to develop a timeline to address the recommendations of the report. “We do have a lot of work to do,” Abbott said. “We’re going to work as a unified team. That is my goal. We have to if we’re going to survive.”