Cetronia, Soccer and Teamwork ….. a common link!

INSIDE THIS ISSUE:
Learning Dynamics
PA EMS Strike Team
SHH News
From the Billing Dept
Changing Seasons
Power of Public Relations
Kudos
St. Luke's News
Emergency Preparedness
Halloween Puzzles
Cetronia Basket Bingo
Blue Fox Hotel Fire
Fundraising-Team Sport
Applebee's Breakfast
Thank You
Toys For Tots
Patient Care Files
LVHN-Flu Shots
Wear Your Gear or
Meetings/Events/Training
2
3
4
4
5
6
6
7
8
9
10
10
11
12
13
13
14
15
16
16
OCTOBER 2011 Volume 5, Issue 3
Cetronia, Soccer and Teamwork ….. a common link!
As some of you
may know I am a
huge soccer fan
and have coached
youth for a number
of years within the
recreational
league. Throughout the years, I
have grown as a
Larry Wiersch, CEO
coach and have
learned from the kids and from other
coaches; not unlike what my day to day
administrative experience is, as I hope
many of you also experience. While
some learn by watching and others
learn by doing, all of us learn from each
other whether it is in soccer, football,
our jobs or our families. In short, there
is no “I” in team.
All of us have something to bring to the
table no matter what our position in life
or sports may be. Learning this basic
concept is often times the hardest for
many as they develop their skills over
the years and is often the downfall of
truly great people as they learn life’s
lessons from the school of hard
knocks. This being said, let’s go back
to the concept of teamwork and what
lessons we can all learn simply by
reading, not only this, but others that
follow.
First and foremost is Expectations.
As a team, knowing the expectations
up front is often the most important
aspect that any coach, leader or team
player can share. As a soccer player,
what are the physical, mental and team
requirements (expectations)? As a
soccer parent, what are your expectations? Do you expect to see your child
play all the time, sometimes or never?
As a member of Cetronia’s team, do
you expect to be treated fairly, equally
and respectfully? As a Cetronia patient
or family member, do you expect compassion, skill, respect, care, or something else? What do you do and how
do you respond when some of these
expectations are not met? Do you
meet them with anger, understanding,
compassion, or do you change and
accommodate? To borrow a soccer
term….do you give and go? Do you
receive or do you pass?
…..continued on page 2
Cetronia, Soccer and Teamwork ….. a common link!
…… continued from page 1
Next is Development. Not everyone starts off as a “star”.
Some progress more slowly than others and all have the
potential to be a star, although not everyone will achieve
superstar status. In soccer, it is apparent as time
progresses who will reach stardom and who will be in more
of a supporting role. Not unlike what we see here at
Cetronia or perhaps even in our personal lives. “Stardom”
is in the eyes of the beholder. Where do you fit? I firmly
believe that all of our Cetronia personnel have the potential
to be a star in one form or the other and all can serve in
some form of a supporting role. The important lesson here
is, how hard do you try? Do you firmly commit to make
every day better than the last and do you work your hardest
to ensure that you develop and learn the skills necessary to
be your best and maybe just a little bit better than yesterday? Are you on the team or do you really think that you are
the team? If it is the latter, you should refer back to the first
lesson and review expectations as obviously a lesson
learned was missed.
Finally, although certainly not the only piece left, is the
Game. You can carry (dribble) the ball, pass the ball, shoot
the ball, or run to open space and receive the ball. Not
unlike soccer, we are constantly being placed in positions of
going to “open space” to determine what our next move
might be. No matter what your role is in the game,
whether it is through administrative, billing, communications center, non-emergency transportation, or life saving care, no part of the team can function without the
other. All of us have a stake in the game and without every
piece working towards the success of the other, team
Cetronia cannot be a “super star”. If I have learned no
other lesson from the many children I have coached over
the years, I learned that no player is any more, nor any less,
important than the other. Not unlike our team here at
Cetronia, we cannot offer the best in care, the best in compassion, the best in service if not for all the true team players
and team concepts being carried forward all day…every day.
Thank you for being a team player and being on our
team….the families, friends, patients, volunteers, and
employees that make-up our community - Team Cetronia!
My best to all of you for a safe and awesome fall season!
Larry
SOCCER / TEAM ….. LEARNING DYNAMICS
by: Bob Walbert, Communications Center Supervisor
When I heard that the theme for the October newsletter was
soccer/team concepts, I thought I would have to do some
research being that I don’t follow soccer. I quickly realized
that I didn’t need to do as much research as I originally
thought. My initial findings made me realize that soccer, like
any other sport, starts off with a learning dynamic that helps
to build the foundation of the sport as a group. This is done
at a very young age, often as early as three-and-a-half or
four years old. In the following year, basic skills are introduced which include concepts like ball and body control and
passing the ball. Next, they learn, through a competitive
controlled environment, the basic skill mastery utilizing a
practice method of technical development plus scrimmages.
It isn’t until the next year that this program starts putting the
entire game together - passing, shooting, dribbling and scoring goals! Teaching is conducted through play, fun activities
and visually learning the how and why as the team works
through scrimmages and game situations. In addition they
learn about defense and offensive tactics, and strategies are
built upon those tactics. They also teach the expectations of
each position by using a small game format which gives the
player a truly exceptional soccer experience.
This particular program, as I pointed out previously, started
with players at the young age of three-and-a-half. What’s
really interesting is that they don’t move on until after the age
of 12. Can you imagine if Cetronia had a similar training
program? For instance, those associates new to EMS would
take small steps in learning the expectations of each position; receive the proper training needed to perform the position well; ultimately allowing you to choose which position is
best suited to your skills and abilities.
How would that impact today’s EMS world and how do you
think it could possibly change our profession? I would like to
think that if we had such a concept in place, we would be
regarded more highly as some other professions are which
would ultimately provide higher standards for EMS throughout the country. At the same time, it would make it difficult
for the “cream skimmers” so that they wouldn’t be able to
pop up as fast as they can to make a quick dollar, often forgetting about the community and “the patient” and “the care”.
More importantly, I think having everyone trained in each
position would provide a greater understanding of the
system as a whole and lessen the stress of our jobs.
Certainly is something to think about…
TEAMWORK — PA EMS STRIKE TEAM
by: Michael LaPearl, Operations Supervisor
What is a team? By definition, it is a group of organisms
working together for a common goal; which includes a
colony of ants gathering food to feed their queen, a pod of
whales encircling a school of fish or favorite football team
getting the ball after kickoff and running it all the way to the
end zone. As there are many types of teams that come in
all sizes I would like to focus on the team that deals with
emergency care and safety.
As I look at some recent events, I was very impressed with
Team PA EMS on our recent Strike Team deployments.
This is probably the best example of unity I have seen in
many years of emergency services work. During our deployment to Wilkes Barre last month, due to the remnants of
September 8, 2011
Susquehanna River about to flood into streets of Kingston
Tropical Storm Lee, we worked alongside and indeed integrated with the local EMS system to achieve the common
goal of evacuating those who were in potential danger.
After this mission was completed, the question was asked if
there were 5 of the 10 crews that would be willing to stay
longer. All of the teams agreed that we come as a team, we
work as a team and we stay as a team. I can honestly say
that on the three deployments I have been on, this same
team atmosphere has been present and all indifferences
were set aside to accomplish our goals and safely complete
our mission. GO TEAM PA EMS!
The next example of a team that I want to discuss is the
team that I am glad to be an active participant in and that is
our safety team. This team includes field providers from our
paratransit and EMS divisions, as well as management team
members. Cetronia’s safety team is responsible for taking
the suggestions of our peers, evaluating risks that are
addressed and developing plans of action to reduce those
risks. Most of this takes place behind the scenes and is
often unseen by the majority of our staff. This team would
not be able to be successful without the cooperation of all
associates providing feedback, which allows us to ensure
the continuous improvement of our safety record through
training, engineering controls and changes to procedures.
As a side note, there is one lesson learned that I would like
to share from recent experience. If you’re tired, please don’t
drive!!! This may lead to distractions and/or falling asleep
and the end result could be unfavorable. As my article from
a few months ago pointed out, staying awake to drive when
you are feeling tired can have severe consequences. Again,
I urge you not to drive tired! Have a great autumn and enjoy
the break before the white stuff starts falling.
Helpful Hints ….. from: The Billing Department
by: Sheila VanHorn
A friendly reminder from the Billing Department to all Field Providers regarding
patient signatures…..
It is imperative that you obtain a signature for all transports. In the event that the
patient is unable to sign, please have a family member or their representative sign
on the patients behalf. If you are still unable to obtain a signature, make sure you
have the receiving facility complete the supplemental signature form. Keep in mind
that signatures need to be legible. If it’s hard to read, ask them to re-sign prior to
leaving, informing them that this is important documentation needed in order to
comply with insurance regulations. If the signature remains illegible, you must have
them print their name legibly under their signature and their title (RN, MD, etc.) must
be included. If you are not able to obtain the patients signature, family member signature or signature from the receiving
facility, make sure you get a secondary form of documentation. Examples of this include: patient care report, patient medical
record, facility face sheet, admissions record or hospital log. Please note that if you are obtaining the facility face sheet or admission record, the date of the transport must be listed as the visit date in order for it to be acceptable for billing the insurance
company.
For those trips that use Med Mobile signatures, remember to check the box for technician signature and receiving MD/RN
signature. If the patient is unable to sign in this instance, follow the same guidelines as you would for the supplemental
signature form.
If you have any questions, feel free to stop by the Billing Department at anytime, we are always happy to help!
CHANGING SEASONS!
by: Chris Peischl, Director of Operations
Happy Fall to all! This is the time
of year when the changing of the
seasons matches our change in
emotions. Gone are the long sunny
days into the late evening hours,
running around in shorts and t-shirts,
swimming all day long and waking up
to the sun shining bright. Now, the
days are getting shorter, we are breaking out the longsleeves and jackets and waking up to cold mornings. While
it is easy to get depressed, there is still plenty of beauty to
be found. Watching the leaves turn bright colors beautifying
the landscape, squirrels scurrying around gathering their
nuts for the winter, a beautiful sunset on a cold crisp autumn
day and the anticipation of the holiday season are a few of
the things that make this a special time of year.
It is also a good time to appreciate the accomplishments
that we have achieved both as individuals and as an organization. The level of medical care provided by our associates
continues to be top-notch. Each week, we get notifications
from both LVHN and St Luke’s about patients we identified in
the field as having a STEMI that reached the cath lab in less
time than the national standard. In fact, I was recently informed by LVHN personnel that they have achieved a 100%
record of getting patients to the cath lab within the 90 minute
standard. A large part of that is due to the EMS involvement
- the fastest door to balloon times continues to be patients
that have called 911 versus those who drive themselves to
the ER. Well done to all of our providers, you not only
helped achieve this level of care but also work hard to
maintain that level on a daily basis.
Not only is our medical care to our patients top of the line,
but our customer service is also being recognized. I hope
you have seen the many
letters we receive from
our patients each week
highlighting the extent to
which our associates go to
provide the highest level of
care and compassion to our
customers. As I meet and
talk with people throughout
our coverage area and our contracted customers, the common theme is how much they enjoy working with our crews
and appreciate the work they do for our community. As a
reminder, when you are doing a standby make sure you are
out of your ambulance, visible to the attendees and talking
with them on a social level.
Finally, I want to thank all of our associates who recently
attended our training day and the documentation class at
SLAC with attorney Steve Wirth. We realize your personal
time is very important to you, so when we schedule a mandatory training we want to make sure it is useful and applicable training to your job functions. While some of the topics
may not be the most exciting, these are topics we are required to share with you and provide you the information
should you need it in the future. I hope you all enjoyed the
classes and took away some valuable points. After listening
to some of the feedback we received, we will be scheduling
a meth lab class for early ’12 - stay tuned for details.
Cetronia Training Day
September 29, 2011
Upper Macungie Station #56
Left to Right: Paul Wilhelm, Chris Peischl, Bob Walbert,
Krista Benner, Tina Fatzinger, Larry Wiersch,
Steve Wirth (Page, Wolfberg & Wirth), Shawn McGovern
There are times when we can be very critical of each other
and get caught up in the day-to-day crisis’s that arise. Take
the time to step out of your normal comfort zone, and look
down on our organization from a different level. Due to the
diligence of many of our associates we continue to be in the
forefront of our industry. We have achieved some great
milestones over the past 56 years and we have a huge
challenge to continue to remain in the forefront. Are you
ready for the challenge?
Until next month, stay safe and may the force be with you!
The Power of Public Relations!
by: Caitlin Osmun, Marketing & Public Relations Manager
Public relations is arguably the most
ignored marketing tool. For organizations that do not have deep pockets,
public relations is a way to achieve
marketing goals at a much lower cost.
It is important to understand that
successful public relations are not
just the efforts of one person in the
organization; it is really a team effort
especially in our business. As a community-based organization, successful community engagement is vital to the growth
and stability of the organization. Community engagement is
defined as “the process of building relationships with community members who work side-by-side with you as an
ongoing partner, building an army of support for your
mission, with the end goal of making the community a
better place to live.” This is exactly what we try to achieve
by participating in so many special events and stand-by’s
within the communities we serve.
In our marketing messages, we pride ourselves on being
compassionate and caring. I can use that phrase over and
over in our brochures, but what really gets that message out
there and sells Cetronia is the way the field providers treat
the patients that they come into contact with and the level of
customer service they receive when they call our billing department, communications center or administrative offices.
As you go about your day, regardless of whether or not you
are on or off duty, you are interacting with other staff, potential employees, partner organizations, supporters, potential
supporters and the general public. Each shift, stand-by or
special event that you work, you are representing Cetronia to
the public and it’s important to be conscious of the message
that is being sent.
Because we are
all engaging in
public relations
activities on behalf of Cetronia,
we should all be
able to speak
clearly about the
mission and
values of the
organization. Constantly telling people what we do and what
we are about is the most effective way for us to raise community awareness and engage members of the community.
By being involved in the community and exhibiting effective
public relations, we are able to give residents an inside look
at our organization; showing them what our mission is about,
how we are achieving it, what we are doing to make the
community a better place to live and why it is important that
they support our efforts.
A very nice thank you (and
a monetary donation was
also received of $100) from
the daughter of a patient
who received multiple bee
stings and nearly died.
Obviously very grateful and
thankful that we were there
within less than 4 minutes
of the call or the outcome
could have been much different. In reviewing the
PCR I am exceptionally
proud of the crew who did
what they had to do quickly
and effectively as vital signs
were rapidly deteriorating.
Nice work team! Mark
Kleibscheidel, Dave Berger,
Shelly Bluis, and Chris
Fegley along with Joe
Kunkle our controller that
day. Perfect response and
excellence in care everyone! Thank you. Larry
Emergency Medical Services — NEWS
St. Luke’s Hospital,
Allentown Campus,
dedicated their new
pediatric waiting area
in the emergency room
on October 14th.
The area was named
“Mimi’s Place”, in honor
of a long-time ER employee,
and is decorated with
“under the sea” décor
that includes interactive
and educational activities
to keep young patients
and siblings occupied
and calm during their wait.
Sexual Assault Care Program
October is Domestic Abuse Awareness Month. Emergency Medical Services (EMS) plays a very important role in the
transport and transfer of care of victims of sexual assault to the Emergency Department at St. Luke’s Hospitals. In this role,
EMS provides the initial medical care and emotional support to a victim of sexual assault.
Since many victims of sexual assault or abuse do not report the crime to the police or seek medical help, assisting these
patients to receive medical treatment and preserving physical evidence is extremely important.
In order to preserve physical evidence of sexual assault, please encourage each patient to not change his/her clothing, bathe
or brush his/her teeth before being brought in to the Emergency Department.
Each St. Luke’s Emergency Department has specially-trained staff to help victims of sexual assault through the healing and
legal processes. The Sexual Assault Nurse Examiner (SANE) Program is focused on promoting a healthy healing environment, as well as providing emotional support for the victims. Staffed by nurses professionally trained and certified in the collection of forensic evidence, the SANE Program is a community based partnership between St. Luke’s Hospital & Health Network,
law enforcement and the Crime Victim’s Council.
In addition to the physical assessment of the sexual assault victim, the main purpose of the SANE examination is to collect
and document evidence, as well as to preserve the chain of evidence for a better legal prosecution.
Take home messages about sexual assaults:
 Rape is an act of violence and is a felony.
 Rape is not about sex, but is about power and control.

A rape occurs about every 5 minutes.
St. Luke’s thanks our Cetronia EMS partners for the care and compassion they provide to the all too numerous victims of
sexual abuse that are brought to our Emergency Departments.
Submitted by: Candice Gerber, RN, BSN, SANE, St. Luke’s Hospital & Health Network
EMERGENCY PREPAREDNESS DAY
SATURDAY, SEPTEMBER 17, 2011
The annual event is a team effort with Upper Macungie, South Whitehall and
North Whitehall Townships. Attracting its biggest crowd yet, the 2011 version of
Emergency Preparedness Day was a festive gathering that combined family
fun with the serious business of community safety.
If you missed this year’s fun, look on the townships websites for the 2012
Emergency Preparedness Day.
Halloween Puzzler
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“Individual commitment to a
group effort — that is what
makes a team work, a company work,
a society work, a civilization work.:
—Vince Lombardi
AUTUMN
BATS
BLACK CAT
BLOOD
BREW
BROOMSTICK
CANDY
CEMETERY
COSTUME
GHOUL
GOBLIN
GOODIES
JACK O’ LANTERN
MASK
MONSTER
PRANKS
PUMPKIN
SCARECROW
SCARY
SKELETON
SPIDERS
TOMBSTONE
TRICK OR TREAT
VAMPIRE
WEREWOLVES
Sudoku
Cetronia Ambulance Corps Presents
Longaberger “Basket Bingo” Blitz
Sunday, November 13th
12PM ~ 4PM
Held at Cetronia Fire Hall
Tickets: $25 for 25 Games
(Five Specials included - Extras available)
Info call Deb #610.530.5513
Benefits Cetronia Ambulance Corps
R.E.L.I.E.F. Program
Doors open at 12PM ~ Bingo starts at 1PM
Food * Raffles *Chinese Auction Items
Please note: no smoking and no children (must be 18 to play)
Blue Fox Hotel Fire — Whitehall Township
October 9, 2011
Pictures by Chris Post
Fundraising as a Team Sport
by: Deborah Allen, Director of Development
Over the past two years the development plan has relied
heavily on the establishment of a “culture of philanthropy” for
the organization, which has its similarities but is still a different concept from the historical “culture of volunteerism” that
Cetronia Ambulance Corps was founded with. In the volunteer culture, people volunteer their time for the organization
and sometimes offer donations above their time. In the
philanthropic culture we also seek funding from sympathetic
supporters whether they are individuals, foundations, corporations or our own leaders, volunteers and employees.
Cetronia, one could argue, has elements from both cultures...
The most apparent way that Cetronia Ambulance Corps
engages in philanthropy is through the pledges, grants and
gifts being established for our capital campaign to generate
contributions to offset the expenses associated with the
building, technology and equipment necessary for our future
growth. To date, more than $200,000 has been committed to
the building project, with many requests still pending. However, this is not the only way individuals, foundations, corporations, our board members and our associates are becoming more aware and engaged with Cetronia Ambulance.
Members of the Employee Support Committee have been
conducting smaller scale fundraising initiatives over the past
year to support a new fund called the R.E.L.I.E.F. program,
which stands for “Relieve Employee Life in Emergency
Fund”. The concept is to engage associates by participating
in small fundraisers (i.e.; Corbi’s food sales, Enjoy the City
coupon books, raffles, basket bingos) which generates funds
to support employees who experience a personal or family
crisis. When “charity begins at home”, philanthropy is at its
best . . . people helping people in their time of greatest need.
Ironically, helping people in their time of greatest need is
what Cetronia Ambulance personnel do every day; and if we
are not at our best, then we cannot be of service to others.
Another demonstration of
our new found philanthropic prowess is from
earlier this year when we
mailed an annual appeal
for support to our nearly
6,000 subscribers. It was
the first time that Cetronia
Ambulance Corps sent a
specific request for support to our membership, other than
the understated opportunity for subscribers to make a gift at
the time of their subscription renewal. The mailing generated
gifts of $38,717 from just over 1,000 subscribers. Plans are
now to make this an annual request (or appeal) to be mailed
in conjunction with “EMS Week” which happens in May of
each year.
Other recent or pending attempts at engaging more support
for our philanthropic mission are the “Cruisen with Cetronia”
Cruise and raffle designed to engage our subscribers in a
more personal way; however, this may be a concept which
will take more time to develop. We are also developing ways
that we can encourage planned giving opportunities through
bequests (gifts stated in wills), and charitable gift annuities
where individuals can generate an income for the rest of their
life based on a significant gift to Cetronia Ambulance.
A new concept for a community awareness/fundraising event
will be the “Flapjack Fundraiser Breakfast” scheduled for
Saturday, November 26th at Applebee’s on Cedar Crest (by
Target). This event is an opportunity for everyone to be part
of the fundraising team – simply by eating breakfast! The
funds raised from this event will specifically support CPR
training equipment, a very important element of Cetronia
Ambulance Corps role in community health and public safety.
In closing, I recently read an article in Advancing Philanthropy magazine which stated “Many non-profits rely on a
lone staff member or volunteer to raise the money necessary
to sustain or grow their programs. In the most insightful
organizations a more practical approach involving the entire
organization in fundraising is embraced. In doing so, board
members, executive directors, and development directors
turn their staff and volunteers into a cohesive team with
clearly defined goals, specific roles, joint accountability,
utilizing diverse talents and skills, and strong leadership
which ultimately results in significant philanthropic support to
the organization.” My mother used to say “many hands make
short work” . . . at Cetronia Ambulance Corps supporting the
organizations philanthropic success is a team sport where
we all win!
You're invited to an
Applebee's® Flapjack Fundraiser Breakfast
to support Cetronia Ambulance Corps
$7.00 per person
55+ and Kids -7 $5.00
WHEN: Saturday, November 26, 2011
8:00 a.m. - 10:00 a.m.
WHERE: Applebee's Neighborhood Grill & Bar
1510 Cedar Crest Boulevard
Allentown, PA 18104
For More Information:
Funds will help purchase CPR Training Equipment and materials
For Tickets call either 800-604-5678 or 610-530-5513
Deadline for tickets is Tuesday, November 22, 2011
Valid only at participating restaurant listed above. Ticket valid for pancake event only.
Applebee's menu items are not included as part of purchase.
≈ Customer Thank You ≈
A nice thank you from one of our patients! Great job Alexa Groover
and Brad Miller! As I always state, you never know who our patients are.
This particular person is very active in the community and a fan of EMS in
general. Very active in collegiate EMS systems at the state and national
level. Thank you both for representing us well.
Larry
Each year, Cetronia participates in the
Toys 4 Tots toy drive along with many
other businesses in our area.
Both William Ave and Broadway have
been registered as drop-box locations.
Please bring in NEW & UNWRAPPED toys
and place them in the marked boxes at
either location. The toy drive will run
through November 28, 2011. Drop-box
locations are also advertised throughout
the community to encourage residents to
contribute to the cause so don't be
alarmed if you see a resident stop by to
drop off their toys.
Thank you for supporting this very worthwhile project for kids and families in our
communities that are less fortunate than
us. Your generosity will certainly make a
difference this holiday season!
Care files
One of our pa
tients stopped
in at Operatio
to hand deliver
ns on 10/14/11
this very appr
ec
Dunkin Donut
s Card to the cr iative thank you card and a
ew
Eddie Boyle w
ho cared for he of Luke Bulmer and
r on 9/19/2011.
them to know
how much she
She wanted
appreciated th
rescued from
em after being
her vehicle whi
le entrapped af
been forced in
ter having
to the guard ra
il and then ha
her vehicle ru
ving the front
n over by the
of
truck that hit he
team! 4 minut
r. Nice work
e response tim
e
during the extri
and extra com
passion
cation from he
r vehicle!
Larry
We received a very lengthy letter and heartfelt thank you from
one of our patients whom might not have made it, had it not
been for the crews who attended her on this call. It's not often
we see synchronized cardio- version utilized for V-Tach in the
field, but when it is indicated, it is truly a spectacular and life
saving event. The crews quick action in recognizing why this
patient passed out while driving saved her life! Thanks to the
team of Jeff Hoffman, Michelle Bluis, Caitlin Barna and Jason
Lindtner this patient could write a thank you for saving here
life! Nice job everyone and thank you for being on our team!
Larry
Cetronia Training
November 8 — BLS CPR Re-Cert, 1830
November 12 — BLS CPR Re-Cert, 0900
November 21 — BLS CPR Re-Cert, 1000
Cetronia Meetings/Events
November 2 — Safety Committee, 1000
November 2 — Do No Harm Committee, 1830
November 9 — Compliance Committee, 1000