A U D I T R E P O R T - Lee County Emergency Medical Services

December 12, 2005
LEE COUNTY DIVISION OF PUBLIC SAFETY
MEMORANDUM
TO: Chuck Short, Director, Internal Audit Department, Lee County Clerk of the Courts
FROM: John Wilson, Director and Chris Hansen, Deputy Director, Public Safety
The following is offered in response to the Conclusions presented by the Internal Audit performed by
the Clerk of Courts.
‣ Modify County Ordinance 02-19 to reflect a more appropriate EMS transport agency
standard relative to out-of-chute and response times. By September 2006, the Division
will present recommended changes to the ordinance to assure that the most current industry
standards typically seen in nationally-accredited ambulance services are considered. These
recommendations will undergo review by a cross sectional team representing those agencies
providing pre-hospital emergency medical care within Lee County.
‣ Investigate the use of Medical Priority Dispatch (MPD) System as a viable method to
improve response time reliability. The Division has retained the consulting firm of Medical
Transportation Consultants, Inc. to analyze and present a strategic plan that improves service
delivery for the entire Division’s Programs and customers. Slated for completion by July 1,
2006, the report will include the feasibility of MPD in Lee County.
‣ Implement a mechanism for customer satisfaction feedback. By January 2006, a twosided
single page Customer Satisfaction Survey will be included in the initial mailing of invoices
to EMS customers by the agency’s collection agency, Advanced Data Processing
Incorporated (ADPI). A web site has been setup for customers who would like to complete the
survey on-line (http://internet.lee-com/customer).
‣ Resolve the payment lock-box issue soon as possible. On November 1, 2005, ADPI
advised EMS that Medicare Part B was electronically depositing funds in the Bank America
lock-box. A message was sent to Jill Maschmyer in Finance, stating that the Wachovia lockbox
has been closed effective November 14 th .
‣ Enhance the collection efforts for self-pays, insurance and uncollectible accounts.
EMS modified the procedures used by their ambulance billing vendor ADPI, Inc., in the Spring
of 2005. This included increased activity to work or follow up with all self-pay customers by
phone in order to assist them with payment arrangements. Since this change in practice, EMS
self-pay revenues have increased by 6% (June – November 2005).
Upcoming federal changes will also assist in improving collection efforts for other self-pay
clients (i.e., undocumented aliens, etc.) and EMS anticipates partial federal funding to offset
costs. EMS has instructed ADPI, Inc. to make application on behalf of Lee County to secure
these reimbursements.
EMS will work with Lee County Sheriff’s Department to appropriately bill prisoners for EMS
services without adding additional fees to County through department-to-department billing.
While billing revenues from insurance providers remain satisfactory, EMS will annually provide
the Board of Commissioners with information concerning the need to increase ambulance
service fees in accordance with economic indicators and industry standards.
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