Financial reports identified a significant decline in heart attack volume. The decrease in business averaged a $1M loss of revenue per quarter. Research identified a dramatic decrease in EMS referrals to the Emergency Department (ED), as well as a declining reputation in customer service.
In order to stop the financial decline, we had to reestablish trust with EMS. Past experiences taught me that trust is established through communication, transparency and a consistent display of value. A solution could only be derived from something that successfully incorporated all three of these elements.
I developed a smartphone app for local EMS, which accomplished just that. The fundamental principles used to create this one-of-a-kind product were: provide instant and ongoing communication with ED, and offer a unique set of tools and functionality focused on making the EMS provider’s job easier.
Quarterly heart attack volume through ED surpassed previous 2 year average and remains on a steady incline. Four EMS Squads that had never before brought patients to the hospital are now consistently doing so. *Note: Actual numbers are omitted to due confidentiality agreement.