Effective: 08-24-20
Supersedes: 06-22-20
Purpose: In an effort to improve the delivery of patient care, improve customer service and identify potential opportunities for improvement, Brewster Ambulance Service has promulgated the following policy and procedure
Policy:
It is the goal of Brewster and EasCare Ambulance Service to provide the highest standard of patient care and to treat all patients, family members, colleagues, and the public with dignity, compassion, and respect. Accordingly, any complaint concerning the quality of care or failure to adhere to a policy or procedure will be investigated thoroughly, objectively, and efficiently.
Whenever an individual indicates a desire to file a complaint, we will encourage the complainant to speak to a supervisor and facilitate the referral in any way possible. Individuals will not be discouraged from filing a complaint.
Duty to Cooperate
Each employee is expected to cooperate fully in company investigations. This may include, but is not limited to, the disclosure of any facts known to such employee that are relevant to the investigation, the submission of a written statement or affidavit verifying such facts, the reasonable search of personal belongings, etc.
Each employee is asked to maintain confidentiality with regard to the conduct, scope and content of company investigations.
Initiating an Investigation
Upon receipt or notification of a complaint concerning an employee on his or her shift or division, the Supervisor will determine whether the matter can be appropriately dealt with at the Supervisor/Regional level.
If the nature of the complaint or infraction is such that if sustained, would likely warrant a “Last and Final”, Suspension, or termination, the employee’s Director and Human Resources shall be notified.
The Director of Risk and Safety and the Chief Clinical Officer will also be notified and review all matters that involve a potential patient care issue.
Notification
An employee who is identified as the subject of an investigation will be notified of the investigation as soon as possible so long as such notification would not jeopardize or compromise the investigation. An employee against whom a complaint has been made or any coworker shall not attempt, directly or indirectly, by threat, appeal, persuasion or the payment or promise of money or other things of value, to secure the withdrawal or abandonment of the complaint, or in any way penalize the complainant or potential witnesses. Such actions will be dealt with very strictly by the Company.
Resolution
Based on the investigation, the complaint will be found:
1. Unfounded: The investigation revealed the alleged conduct either did not occur, or that the employee acted properly and reasonably;
2. Unfounded, but with misconduct not based on Complaint: Initial complaint was unfounded, but evidence of employee misconduct not identified in the original complaint was discovered as a result of the investigation.
3. Not Sustained: The investigation failed to prove or disprove the allegations. This definition also includes incomplete investigations. An incomplete investigation is an investigation that cannot be thoroughly or properly completed due to lack of cooperation by the complainant or witness(es) and / or physical evidence is not available.
4. Sustained: The investigation disclosed sufficient evidence to support allegations in the complaint.
Corrective Action Guidelines for Sustained Allegations
Brewster Ambulance has established a process to be used when employees are in violation of stated Company policies. Corrective Action refers to all actions taken to assist in correcting substandard job performance and/or unacceptable behaviors. Corrective actions may vary in degree from informal coaching and/or counseling, verbal warnings, personal improvement plans, written warnings, final written warnings, administrative leave pending investigation of circumstances, or termination. The level of corrective action applied will depend on the facts and circumstances surrounding each situation. It is important to note that the type of corrective action applied to an employee, as well as any prior notice of corrective action, is vested to the sole discretion of Brewster Ambulance. Exceptions to this policy may be made if extreme business demands
For clinical related issues, the goal of the Clinical Services Department is the delivery of safe, high quality patient care. Education and remediation are the primary tools used to improve individual employee patient care. Disciplinary actions are utilized when employees fail to complete education and/or remediation, or in those cases in which an employee’s patient care requires the sternest of company response.