Preparing Future

Preparing
for the
Future
ANNUAL REPORT 2009-2010

THE NUMBERS
Number of Requests + Gaps in Service*
Patient Admissions (Air and Land)
Patients Flown
Land Patients Transported
Emergent Patients
Urgent Patients
Non-Urgent Patients
Organ Legs
Statute Miles Flown
Patient Transfer Authorization
Centre (PTAC) Requests
FY 08/09 FY 09/10
30,442 31,282
20,391 21,405
18,486 18,906
1,905 2,499
7,747 8,904
4,363 4,227
8,281 8,274
541
590
6,710,896 7,003,553
389,608 392,277
Medical Transfer Numbers Issued
*Requests+Gaps in Service includes both met and unmet needs
388,539
390,461
HIGHLIGHTS
• Increase in number of patients
we carried by 5.0% last year.
Made up of a 2.3% increase in air
transports and a 31.2% increase in
land transport
{ times
Ornge flew 7,003,553 Statute Miles
in 2009/10, or 11,271,125km.
This is 2,236 times the flight distance from St.
John’s, Newfoundland, to Victoria, BC (or 1,658
as far as the length of the Amazon River).
{
BOARD OF DIRECTORS
Rainer Beltzner, FCA, FCMC, ICD.D
Chair, Board of Directors; Chair, Operations Committee
Dr. Christopher Mazza, MD, FRCPC, MBA
Barry Pickford, FCA
Chair, Finance and Audit Committee
Luis Navas, HBA, MBA
Chair, Governance and Compensation Committee
Dr. Robert Lester, MD, FRCPC
Lorne Crawford, B.Sc.F
Bethann Colle, B.Comm
Donald Lowe, B.A.Sc, M.A.Sc.
EXECUTIVE MANAGEMENT
Dr. Christopher Mazza, MD, FRCPC, MBA
President and Chief Executive Officer
Tom Lepine - Chief Operating Officer
Rick Potter - Chief Operating Officer, Ornge Air
Maria Renzella, CA - Executive Vice President,
Corporate Services
Rhoda Beecher - Vice President, Human Resources and
Organizational Development
Steve Farquhar - Vice President, Operations
Jo-Anne Oake-Vecchiato - Vice President, Clinical Affairs
Catherine Rosebrugh - Vice President, Regulatory Affairs
Debbie McGarry, CFRE - Chief Operating Officer, Ornge
Foundation
2
Annual Report 2009-2010

ANNUAL REPORT 2009-2010
CONTENTS
Message from the President and CEO 4
Ornge Has a New Home 4
Preparing Transport Medicine 6
Preparing Dispatch & Logistics 10
Preparing Education and Research 12
Preparing Awareness 14
Other Ornge Accomplishments 15
Ornge Foundation 18
J Smarts 20
Pulse Awards – Year Three 22
Annual Report 2009-2010
3

PREPARING
For The Future
MESSAGE FROM THE PRESIDENT AND CEO
The past is fading. In a few brief years, we have effected a
radical transformation in the delivery of life-saving medicine for
the people of Ontario.
The Ontario Air Ambulance Base Hospital Program
and earlier programs which are our legacies have
served to transform us into what we have become:
A true system of transport medicine, reliably
providing the right vehicle, with the right crew,
at the right time.
And yet, what we have built together is only in its
infancy – having put the fundamental elements of
excellent transport medicine into place, we can now
turn our attention to the task of refinement, giving
us the increased efficiency, quality, and scalability
that will allow us to meet the ever rising task of extending
high quality medical care to Ontario’s ill and
vulnerable citizens – regardless of their physical
location. In this, Ornge has become the vital strategic
link that enables the Centres of Exellence model
in our provincial health care system to function: the
link that provides all Ontarians with the ability to be
treated at whichever specialized hospital they require.
As such, the theme of this annual report is one of
preparation for the future. We have motivated
staff across the organization to new innovative
heights in solving problems beyond the immediate
and short term, and to strive to create solutions that
address the greater and longer-term issues behind
them. This is what is meant by our vision of a true
system of transport medicine: A state in which we
do not merely do things, but rather develop a way of
doing them – a way that will meet the long term
needs of health care in Ontario.
The situation is both urgent and
commonly known: Health-care continues to
represent an enormous and growing challenge
in Ontario. Crucial appendages of the system as a
whole, of which transport medicine is perhaps the
most central, must find ways to either do more with
their limited resources or face inevitable collapse.
The potential cascade effects of our shortcomings,
as patients find themselves unable to be moved
to the facilities that they require for treatment, are
“this report is a salutation
to these ideas, as well
as to the people who
compassionately collaborate
to bring them into fruition.”
4
Annual Report 2009-2010

oth grim and self-evident. It is in this spirit that we
accept our mandate as not merely a desire to
improve, but as an outright necessity for the
sustainability of future generations.
By considering transport medicine from this
perspective, Ornge must be driven to become
a model whose abilities render it capable of
increased service, allowing us to close the demand
gap for transport medicine in the province, as well
as position our expertise as a global standard for a
service of this kind. This drive is found in sharpening
the cost effectiveness and good business sense of
Ornge, and in promoting transport medicine as both
a sustainable and ever-growing industry.
The progress made in these efforts has been
dramatic, and this report is a salutation to these
ideas, as well as to the people who compassionately
collaborate to bring them into fruition. As President
and CEO, I continue to have a great passion for the
ongoing evolution of Ornge, and have been gratified
to see its ambitions shared amongst those who work
together to achieve it.
Though the past is gone, the future remains –
these pages contain the story of what we have done
in this past year to prepare for it.
Congratulations are in order across
the organization for our collective
persistence in striving to show the
compassion, collaboration and
innovation necessary in navigating
both the enormous changes that
we have seen already, as well as
those ascending on the horizon.
Dr. Chris Mazza
President and CEO
ORNGE HAS A
NEW HOME
5310 EXPLORER DRIVE
Ornge is pleased to announce the implementation of
operations at its new headquarters.
Located at 5310 Explorer Drive in Mississauga, the
new facility allows for the complete integration of all
of Ornge’s back office operations, establishing a new
and better home for the Ornge Communications
Centre, the Academy of Transport Medicine,
J Smarts, and the Ornge Foundation. Whereas
Ornge was once located in multiple spaces around
20 Carlson Court, our new headquarters allow for
complete organizational consolidation, facilitating
seamless collaboration and fostering a greater sense
of the Ornge identity as a whole.
Most importantly, however, our new building
offers a dramatic increase in overall physical
space, giving us the opportunity to augment our
programs and services, install new resources, and
expand our business to unprecedented heights.
5310 Explorer represents a wise
investment, giving us yet another
valuable and secure asset for the
future.
Rainer Beltzner
Chairman
Annual Report 2009-2010
5

PREPARING
Transport Medicine
AIR OPERATOR CERTIFICATE
The formation of Ornge Air is, in many ways, the greatest
symbol of how Ornge is dedicated above and beyond to future
sustainability.
This dedication has shown itself not only in our
willingness to bear the ongoing responsibility of
operating an airline, but also in the tremendous
amount of work required to undertake the founding
of one in the first place.
On April 3, 2009, the culmination of this effort
was realized by our being granted an Operating
commitment of everyone who contributed to the
acquisition of our Operating Certificate reflects the
excellence and adaptability that our organization
requires. Our expedited navigation through the
process as a whole also demonstrates our ability to
align with the complex compliance and regulatory
guidelines required to start an airline.
“On April 2, 2009, the
culmination of this effort
was realized...”
Certificate by Transport Canada. This necessary legal
certification was the end result of a deeply complex
and collaborative process, one which required a
broad range of expertise from within Ornge, and the
authoring of hundreds upon hundreds of pages of
manuals, policies, forms and other documents.
In spite of the aggressive timelines required to
have the airline servicing the patients of Ontario
as quickly as possible, Ornge Air got the job done.
The competence, breadth of experience, and
6
Annual Report 2009-2010

SMS: SAFETY MANAGEMENT SYSTEMS
Safety is critical to the future of Ornge – without it, we risk
personnel, resources, and the confidence of every stakeholder.
With the establishment of Ornge Air, safety has
taken on an all-new importance and focus, as we
have become directly responsible for not only the
medical care of our patients, but also for their safe
passage through the skies. This responsibility extends
no less to safety assurances for our pilots, crew and
paramedics, and as Ornge is above all a propeller of
life, this duty exists that much more deeply within us.
To address this, Ornge initiated the establishment of
a dedicated aviation safety team in the past year. The
role of this team within Ornge and Ornge Air is to provide
proactive and reactive safety oversights, conduct
safety investigations and ensure we have a forwardthinking
approach to aviation safety for all aspects of
Ornge Air operations. The aviation safety team is also
working to establish a holistic approach to aviation
safety, combining Quality and Safety Management to
produce an Integrated Safety Management System.
A variety of processes – periodic site auditing, a thirdparty
system of assessing standing agreement (SA)
carriers, and a variety of other initiatives – are currently
being established on aggressive timelines, following
what was itself the very high priority implementation
of overall safety policies in January. Safety is a core
value of both Ornge and Ornge Air, and the establishment
of these projects is and continues to be critical
for the organization from a philosophical point of
view: more than merely trying to keep our vehicles
coming and going without incident, the future of
Ornge is dependent on instilling Safety Management
Systems as a core idea in everything
Ornge does – even beyond aviation.
The gradual expansion of Safety Management Systems
across the organization is an exciting and innovative
approach to safety management. By leveraging and
adapting comprehensive aviation safety-related practices
to other aspects of Ornge business, we hope to
promote safety both in the skies and on the ground.
By focusing on safety throughout Ornge, we are securing
the integrity of every resource we have, and ensuring
that our patients, staff and equipment can remain
entrusted to us for the many challenges that lie ahead.
BOND ISSUE
“Ornge’s initial offering of debt securities was
made challenging by the worst capital market
crisis in recent memory: capital availability was
severely reduced, even for Canada’s largest and
most respected companies. The ultimate success
of the capital raising program reflects the strength
of Ornge and the quality of its people.”
- David Santangeli, Managing Director,
Morrison Park Advisors
“Ornge has strong support from the province,
a high degree of integration with the provincial
health system, the essentiality of the services
provided, robust liquidity, healthy financial results,
and an excellent record of flight and medical
operations.”
- Standard & Poor’s
To continue meeting the needs of transport
medicine in Ontario in a spirit of safety and
excellence, Ornge completed a private placement
offering of $275 million, making a 25-year bond
offering which will facilitate the purchase of
cutting-edge aviation assets. The bond, rated AAby
Standard & Poor’s, reflects a strong confidence
in the future of Ornge, as both a business and as
a crucial element of health care in Ontario.
By exercising acute business acumen throughout
the completion of this bond offering, and by
leveraging it to extend the lifespan of the organization’s
air capability in a sustainable and safetyfocused
fashion, Ornge positions itself
for operation and scalability into
the years and decades to come.
Annual Report 2009-2010
7

Wade Durham demonstrates the interior of a Pilatus PC-12
PILATUS DEPLOYMENT
In 2009, the Ornge vision of deploying state-of-the-art fixedwing
aircraft for critical care medical transport became a reality
for the people of Ontario.
By deploying our first Pilatus PC-12s in Thunder Bay,
Timmins and Sioux Lookout, Ornge has answered
the call of creating equal access healthcare in the
province by offering it in a rapid and efficient
manner to those who live in its most remote areas. In
particular, Ornge assumes a pivotal role in providing
access to healthcare for First Nations communities
throughout Ontario.
The PC-12s will function primarily in an inter-facility
capacity for patients whose conditions require more
complex levels of care than those found in their
communities. Offering advanced and critical levels of
“creating a faster and
stronger bond between
medical centres...”
care, the PC-12s are creating a faster and stronger
bond between medical centres across the province,
enabling lifesaving interventions for patients with
even the most severe medical conditions.
With cutting-edge avionics, expansive operational flexibility,
and an overall excellence that demonstrates Ornge’s dedication
to quality, Ornge’s PC-12s will both serve the people and
retain value for decades to come.
8
Annual Report 2009-2010

ORNGE COLLABORATES TO CREATE
INNOVATIVE MEDICAL INTERIORS
In the spirit of professionals working together to provide the best
possible care for our patients, a team of Ornge employees worked
with Aerolite Max Bucher AG of Switzerland and AgustaWestland of
Italy to conceptualize and design new medical interiors for AW-139
helicopters, scheduled to begin operations in late 2010.
The interiors, which were built according to
specifications from the Ornge Management and
Ornge Operations team, which included Philip
Giles, Dr. Christopher Denny, Robert Bird, Wayde
Diamond, Keith Simons, and Andrew Hunt, reflect
the understanding of our paramedics and physicians
with regards to the ideal environment in which to
safely and efficiently access the tools they require to
treat patients and save lives. Actual Ornge medical
equipment was used to simulate working conditions
with maximum fidelity, allowing the clinical team to
dictate the appropriate locations for positioning and
mounting equipment. The operations team worked
through multiple scenarios designed to test these
optimal placements, while engineers from both
Aerolite and AgustaWestland recorded the activities
to ensure all of the necessary adjustments would be
incorporated into the final design.
The dedication and expertise of the operations
team, combined with their ability
to practice in a highly simulated interior
during construction, were key to ensuring
that the end product will provide safe,
practical, technologically superior medical
interiors in our helicopters. The integration of
these helicopters into the Ornge fleet will facilitate
the assessment and treatment that our patients
require.
Paramedic Jason Crockett takes a sneak peek at an AW139 interior
Annual Report 2009-2010
9

PREPARING
Dispatch & Logistics
COMMUNICATIONS OFFICER TRAINING
PROGRAM (COTP)
To continue establishing the Ornge Communications Centre as
a world-class facility for the coordination of transport medicine,
this past year saw the initiation of a new staff structure in the
OCC, complemented and developed into the Communications
Officer Training Program (COTP).
The program, now actively developing the standardized
and progressive Communications Officer
position, seeks to erase the paramedical/aviation
divide that once characterized staffing within the
OCC. Focused, background specializations in flight
and medicine remain common and valuable within
the OCC, but Communications Officers are
now cross-trained to handle all elements
of working in the OCC through a comprehensive
and ongoing system of mentorship,
supervision and classroom learning.
By enabling broad-based, generalized competencies
among OCC staff, Ornge positions itself to
operate the Centre with maximum efficiency.
Communications Officers are now able to function
within the total variety of frontline tasks required,
are organized in an optimally effective fashion for
educational and professional development, and their
more comprehensive skill set can be applied by OCC
management to produce increased flexibility and
reliability for OCC operations overall.
Other aspects of the COTP include creating proficiencies
in OCC professionals that were previously gained
primarily through experience rather than instruction.
A notable example of this is customer service training,
introduced as a standard component for all frontline
OCC staff. Through this program, the OCC as a whole
is undergoing a tonal shift towards focusing on the
needs of specific audiences in choosing their communications
style, consistently providing multiple options
based on available resources and developing their
co-operative role in shaping patient care.
By expanding the capacity of OCC personnel to
handle not only a diverse range of disciplines and
tasks, but also a wide range of clients and other stakeholders,
we are preparing frontline staff to increase
their ability to service Ontario with greater resources as
they are acquired by Ornge, and to be a model for the
international implementation of services of its kind.
EOC IN
A BOX
As a leader in business continuity and redundancy safeguards,
Ornge has now implemented backup plans for the most extreme
of situations: the complete and total loss of Ornge’s corporate
headquarters, including all facilities of both the OCC and EOC.
10
Annual Report 2009-2010

THE NEW EMERGENCY OPERATIONS
CENTRE (EOC)
Having moved to 5310 Explorer, Ornge took the opportunity
to markedly improve on the design and implementation of our
Emergency Operations Centre (EOC).
With a new physical layout and new technology,
the tools of situational awareness and collaboration
in this facility have been enhanced. Computer
controlled lighting systems, as well as the expansion
of existing smartboard technology, make for greater
reliability of the EOC overall.
To maintain constant readiness for the future, the
EOC is frequently used in a limited capacity, so as
to be prepared to deal with a major incident in the
event that one occurs. In a state of readiness,
the EOC can coordinate with other
government or non-government agencies.
The EOC was deployed in a limited activation during
the annual James Bay spring flooding; working in
concert with the Ministry of Natural Resources, the
EOC was prepared to evacuate upwards of 120
hospitalized patients in that region whose condition
would have required them to undergo medical
transport as per the Ambulance Act. The EOC was
once again deployed in a limited activation this past
year during H1N1.
VOIP RULES
A major advancement in OCC technology was
implemented this year with the launch of our
comprehensive Voice Over Internet Protocol (VOIP)
communications system. With new features and
increased reliability, VOIP allows for incoming calls to
the OCC to be routed directly to the correct regional
responder via automatic detection of the call location.
This assists the OCC in rapidly routing communications,
increasing the efficiency of making the many decisions
that factor into each and every patient transport.
Annual Report 2009-2010
11

PREPARING
Education & Research
CAE PARTNERSHIP
To prepare Ornge for taking its role as a world leader in transport
medicine standards, Ornge has entered into a historic partnership
with CAE Healthcare, a global leader in aviation training.
12
“We share a common vision with Ornge for the
delivery of innovative and quality education to health
practitioners in order to improve patient care and
safety,” stated Guillaume Hervé, President of CAE
Healthcare.
Under the terms of the agreement, CAE Healthcare
will be the exclusive worldwide provider of Ornge’s
current and future product portfolio of medical
educational programs outside of Ontario.
This includes the only Canadian Medical Association
(CMA) accredited Critical Care Paramedic program in
Canada, as well as Ornge’s CMA-accredited education
program for Advanced Care Flight Paramedics.
All educational programs are based on innovative
and flexible models that integrate different types of
learning: students participate in classroom sessions,
videoconferences, seminars, and high fidelity patient
simulations. Students also benefit from online learning
sessions, as well as from placements in hospitals,
helicopters, fixed-wing aircraft and land ambulances.
Through combining educational principles common
in aviation with those found in the medical world,
Ornge and CAE are forging a system of learning with
precision responses to meet the needs of transport
medicine. Preparation for high acuity, low frequency
medical events will be developed to educate
medics through aviation-inspired intermediate
task training, a cost-effective way to develop
unique but critical skill sets that complement and
enhance learning done during clinical time. Aviation
practices of debriefing will also be brought into
the examination of medical cases, appending the
traditional medical debrief with critical and innovative
models pioneered in the review of adverse aircraft
incidents.
Annual Report 2009-2010
By partnering with CAE, Ornge looks to the future
of transport medicine education overall. Through
the combination of our respective expertise, this
alliance will bring the best of educational training
practices from both the medical and aviation worlds
together in a singular simulation, conjuring crossparamedic/pilot
simulations of unprecedented
fidelity to create new efficiencies for general crew
resource management.
“forging a system of
learning with precision
responses...”
Dr. Christopher Mazza, President and CEO of Ornge, with
CAE Healthcare President Guillaume Hervé

FIRST CCP CLASS
WORKS WITH
HUMAN
SIMULATION
Although simulation has been integrated into
courses for years at the Academy of Transport
Medicine (ATM), this past year saw the graduation
of a Critical Care Paramedic (CCP) course that
made use of patient simulation functionality to an
unprecedented extent. Simulation is now being fully
leveraged into the overall curriculum for all Advanced
Care Paramedic (ACP) and Critical Care Paramedic
(CCP) students, as well as for supplemental and
examination purposes.
Offering patient simulation throughout ATM
courses prepares paramedics to handle any medical
emergencies that they may face while in transit.
Through the recreation of highly acute, lifethreatening
situations that require highly invasive
procedures, the use of simulators ensures that many
of the most difficult and critical patient tasks faced
by paramedics can be practiced in a hypothetical
atmosphere. Through regular and constant
exposure to simulations, paramedics become more
comfortable and adept at procedures such as the
needle decompression of the chest and intubation.
Because Ornge knows that skills must be developed
for potential patient illnesses and injuries of all kinds,
CCP students are cross-trained across all of our
human patient simulation models – adult, pediatric
and neonate – for as comprehensive an educational
experience as possible. For Ornge, the idea of
focusing on specialized or limited patient groups is
not seen as an asset; rather, we are using simulation
to build as inclusive and all-encompassing a service
as possible.
As the years progress and more and more clinical
staff graduate from Ornge’s educational programs
with the benefit of this high fidelity, cutting edge
training, the readiness and ability of transport
medicine staff in Ontario to save and preserve life
will increase dramatically - preparing us to face
the emerging challenges ahead.
RESEARCH & DEVELOPMENT
In the past year, the Ornge Research and
Development group has continued to work on
projects in areas such as simulator-based education
methods, stress and performance, patient safety,
resource allocation and optimization, occupational
safety, infectious disease and sentinel events, critical
care and critical events, and trauma and injury
prevention. Ornge is working on and becoming a
research leader in many of these areas, particularly in
that of adverse events and errors.
Research & Development staff have forged
collaborations with a number of external agencies,
including Cornell University, the University of
Toronto, the University of Michigan, and St. Michael’s
Hospital to carry out these projects. Team members
have received several honours for their work, and
Publications Mail Agreement no. 41387051; PAP registration no. 9848. USPS #0762-530. Return undeliverable Canadian addresses to CMA Member Service Centre, 1870 Alta Vista Drive, Ottawa ON K1G 6R7
CMAJ•JAMC
OCTOBER 27, 2009, VOLUME 181(9) • LE 27 OCTOBRE 2009, VOLUME 181(9)
have represented
Ornge on a number
of national and
international researchrelated
boards,
urgent air transport of patients
committees and
Incidence and predictors of critical events during transport
RESEARCH
REVIEW
PRACTICE
working groups.
Crack cocaine and HIV
Asthma: prevalence
Yellow nail syndrome
and risk factors
Overall, Research
& Development
staff were authors of six abstracts, eleven papers
(seven papers in print and four papers in press) in
peer-reviewed journals, and contributed to eleven
book chapters. They were invited to deliver twelve
lectures and presentations at international and
national meetings, and at fourteen regional meetings
representing Ornge.
Annual Report 2009-2010
13

PREPARING
Awareness
SOCIAL MEDIA / ORNGE.CA
To further educate and raise awareness of our work in Ontario
by embracing innovation in the world beyond us,
Ornge has significantly increased its online presence
by launching a new website and establishing
active accounts on major social media networks.
With improved navigation and a look and feel
more consistent with the Ornge identity, as well as
with improved processes for content management,
our new website (www.ornge.ca) is now fully
operational. Our new site provides more
information and expanded media to external
stakeholders, and allows for closer interaction with
them – most notably through Ornge in Action,
a photo-submission service for those who have
caught pictures of Ornge staff in action!
Other ORNGE Accomplishments
OPSEU / CAW
AGREEMENTS
requirements are formalized.
14 Annual Report 2009-2010
On December 18, 2009, Ornge
ratified a new collective agreement with
Canadian Auto Workers Local 2002, representing
Ornge paramedics across Ontario. A variety
of enhancements were made to working
conditions, including the implementation of new
training weeks in which all continuing education
On January 14, 2010, an Ontario Public Service
Employees Union agreement was reached,
which advances Ornge’s future through its
enabling of the new aviation/medical unified
Communications Officer position.

Other ORNGE
Accomplishments
Hilary McNamee reunites with paramedic Marcie Beaudoin
OTTAWA 10-YEAR ANNIVERSARY
Ornge is pleased to mark 10 years of providing high-quality
transport medicine services from its air bases in Ottawa, Kenora,
London, and Moosonee.
Since the facility doors opened in September 1999,
the dedicated professionals on the Ornge team have
answered more than 5,600 calls – approximately
565 each year – from the Ottawa air base alone.
Many have involved caring for critically ill and injured
patients from across Eastern Ontario during their
transport to specialized medical centres.
Transport medicine staff work together to
provide patients with a very high level of care in a
challenging mobile environment. Their skill often
means the difference between life and death, and
provides comfort to patients and their families during
a time of great anxiety.
“Ornge is dedicated to giving citizens of Ontario
the freedom to live, work, or play wherever they
choose without fear,” said Dr. Chris Mazza, President
and CEO of Ornge. “The 10th anniversary is an
opportunity for us to get the word out to citizens in
the Ottawa region and throughout Eastern Ontario
that we are committed to providing the
best care possible, with the confidence to
live your lives to the fullest, and without
worrying about access to health care.”
To commemorate the anniversary, Ornge hosted a
patient reunion between Hilary McNamee and CCP
medics Patrick Auger and Marcie Beaudoin. Hilary
was seriously injured after she and other cyclists
were struck by a minivan while cycling; her injuries
were such that she required an immediate airlift from
Ornge. Several months after her accident, Hilary was
pleased to be able to thank the paramedics who
saved her life.
PATIENT
TESTIMONIALS
“While I don’t remember any of the crash itself,
people who were present at the scene that day
have reported to me personally how amazed they
were by the calmness and competence exhibited
by these flight paramedics. I’m so grateful to them
for transporting me to the hospital so quickly
and I look forward to being able to meet them in
person to show my gratitude.”
- Hilary McNamee
“In our opinion, these flight paramedics not only
did their job efficiently, but rather did it with
compassion, care and went far above
and beyond the standards that
are expected.”
- Christine LeNeveu, mother of 17-year-old
Alex LeNeveu, Petawawa, Ontario. Alex was
transported to Children’s Hospital of Eastern
Ontario by Ornge with suspected spinal injuries
after a motocross accident in August 2009.
Annual Report 2009-2010
15

OTTAWA PAEDIATRIC TEAM LAUNCHES
On August 4th, 2009, the Ottawa Paediatric Team began its
operations. Operating twelve hours a day, seven days a week, they
have travelled by land, rotor and fixed wing, and have successfully
performed missions in locales as far north as Attawapiskat.
Most notable about the program is its team
composition. Ornge’s paediatric transport team is
comprised of a group of highly skilled paediatric
critical care and emergency nurses, and critical
care paramedics. By bringing together health care
professionals from two complementary disciplines
in a collaborative practice model, the paeds team
can capitalize on the collective knowledge base and
enhance the efficiency, effectiveness, and efficacy of
the transport and patient care process, resulting in
optimal outcomes for the patient and their family.
“We’ve had a very successful first year,” said Kathy
Bickerton-Smith, Manager of the program. “The
team has been phenomenal in coming together, and
combining paediatric nurses with paramedics has
been an unqualified asset to patient care.”
In detailing the efforts made to combine the professional
backgrounds of the medics and paediatric nurses,
Bickerton-Smith noted that, while their medical experiences
differed, the professionals in both disciplines were
common in their decades of respective experience and
passion for the conception of a dedicated paeds team.
Their training focused on the further development and
refinement of their understanding of advanced paediatric
pathophysiologic principles, evidence-based medicine,
and the application of critical thinking.
The program is designed to complement and build
on prior paediatric knowledge and clinical expertise.
“Caring for children is an incredibly satisfying and
wonderful thing to do,” said Bickerton-Smith.
“We’re looking forward to not only continuing this program,
but using it as a model to assist in building similar successful
paediatric teams across the province.”
16
Annual Report 2009-2010

ECMO TRANSPORTATION
On January 22, 2010, the SickKids Acute Care Transport Services
Team, with the assistance of Ornge, transported a patient on ECMO
from the Children’s Hospital of Eastern Ontario (CHEO) to SickKids
Hospital in Toronto in an Ornge land ambulance.
ECMO, which stands for Extracorporeal Membrane
Oxygenation, is a process by which cardiac and
respiratory functions are mechanically supported
to supply oxygen to patients with reduced heart
and lung capabilities; commonly used in neonatal
intensive care units, the technique is highly
specialized and requires a great deal of care even
under the most stable conditions.
The transport was made possible through the
collaboration of an interdisciplinary team including
intensivists, cardiovascular surgeons, nurses,
respiratory therapists, perfusionists, paramedics,
pilots, and transport medicine experts. This large
team of dedicated experts started planning the day
before the actual move from CHEO to SickKids,
consulting with ICU teams at both paediatric
hospitals prior to the day of transfer.
While at CHEO, members of the Ornge paediatric
team assisted the SickKids team in preparation for
transporting the patient. When the team was approaching
Toronto, Ornge arranged for a police escort
to bypass rush-hour traffic, ensuring swift passage
through the most congested portion of the journey.
Ornge staff worked alongside their SickKids and
CHEO colleagues to ensure the safe and efficient
transportation of this critically ill patient, over a
drive of some 450km, for interventions and care not
available in Ottawa.
DR HILARY WHYTE,
Ornge Transport Medicine
Paediatric Specialist,
EXPLAINS PAEDS TEAM
The field of paediatric transport medicine, where
mobile intensive care is brought to the patient in
the community and the patient is stabilized prior to
transfer, is relatively new. In the past two decades,
this model for inter-facility transport has gained wide
acceptance, as it has been shown to decrease mortality
and morbidity rates using specially trained personnel.
The systems and models for service delivery do vary
across countries, but consistently, recommendations
for a collaborative practice model of care are made.
While the team composition varies, almost all teams
draw on professionals from different backgrounds to
provide optimal staffing. The typical team is composed
of two individuals with complementary skills, such as a
registered nurse with a registered respiratory therapist,
paramedic or physician. The actual professional
background is of less importance than the fact that we
join two professions to work as a team. Together,
their unique competencies and skills
enhance this collaborative practice
model to create a specialised
transport team. In time, each becomes crosstrained
to provide an equal distribution of work, but
their original professional training and background will
always enhance their ability to provide the broadest
and best care to meet the needs of the patient. In
neonatal and paediatric transport in Canada, this has
usually meant an RN working with one of the other
professions as outlined above, with the expectation of
readily accessible on-line medical control.
Paramedics Colleen Fitzgibbons and Jeramiah Soucie
Annual Report 2009-2010
17

ORNGE
Foundation
CHOPPERS FOR CHOPPERS
To increase the visibility of the Ornge brand both at home and
abroad, the Ornge Foundation partnered with custom motorcycle
builder Orange County Choppers, supported by AgustaWestland, to
produce customized motorcycles with a uniquely Ornge theme.
Their shared name, commitment to excellence and
dedication to freedom forged this partnership between
Orange County Choppers and the Ornge Foundation.
The motorcycles, personally designed by Paul Teutul, Sr.
and his team, were built over a full episode of American
Choppers, broadcast on The Learning Channel. Featuring
our vibrant colours, a distinctive EKG heartbeat
design on the tank and a themed sidecar with a built-in
stretcher, this chrome-plated, classic American chopper
speaks to the power and distinction of all Ornge
vehicles and the imperative work that they do.
In addition to the exposure that the Ornge
Foundation gained through the episode, Mr. Teutul
collaborated with Ornge to undertake significant
publicity work with the bike. After premiering
the Ornge Chopper at a Toronto Blue Jays game,
Teutul went on to appearances on The Hour with
George Strombolopoulos, Late Night with Jimmy
Kimmel, and The Late Show with David Letterman,
all of which featured motorcycle appearances that
exposed the Ornge name to millions of viewers
across North America.
“As a tribute to Ornge and the work
it does, we’ve built a wicked custom
chopper. The people at Ornge are unsung
heroes, and many patients may never
know that for them this service made the
difference between life and death.”
- Paul Teutul, Sr.
WHEELS UP
Increasing Ornge visibility at a local community level
is vital. By interacting directly with the people we
serve, Ornge has the opportunity to increase public
support, develop interest in transport medicine
careers, and to alleviate the potential stress of
interacting with Ornge in a critical medical situation.
To accomplish this, Ornge held a “Wheels Up”
event on Saturday July 25th. Chaired by Robert
Deluce, President and CEO of Porter Airlines, and
featuring Leslie Roberts, Global News anchor, as
emcee, the event consisted of educational displays,
entertainment, and live and silent auctions. Over 150
people attended the event on a Saturday afternoon
at The Rousseau in Minett, Muskoka.
The theme for the event was ‘Resiliency’: recognizing
individuals who have met and risen above great challenges
in their lives. Speaking about their own life
struggles and how they overcame them were Brian
Stemmle, former Olympic athlete, and Gillian Danby,
wife of the late Ken Danby. They both spoke about
how the service that Ornge provides made a difference
in their lives. Funds raised at these events were
aimed at purchasing high-priority medical equipment
to outfit Ornge vehicles, including obstetrical and
vascular dopplers, intravenous fluid warmers, a portable
suction machine and a temporary pacemaker.
18
Annual Report 2009-2010

The Ornge chopper makes an appearance at the 2010 Ottawa Sportsman Show
SHOWS! SHOWS! SHOWS!
The Ornge Foundation has had extensive presence across Ontario in
the past year, participating in such high profile events as the North
American International Motorcycle SUPERSHOW and the annual
National Boat and Sportsmen’s Show in Ottawa.
These shows provided Ornge with the opportunity
to raise our profile with both the media and with
visitors. Ornge volunteers spoke with thousands
of attendees, met several individuals who were
transported by Ornge, and distributed information on
our services. At the National Boat and Sportsmen’s
Show, Ornge was the only company featured in a
promotional show story aired on CTV, and there were
close to 22,000 attendees who were able
to interact with our volunteers and meet
with several individuals who had been
transported by Ornge.
I BELIEVE IN ORNGE
Inspired by the strong sense of community and
purpose felt by staff across Ornge due to the
importance of our work, as well as by the camaraderie
of our innovative, compassionate and collaborative
values, the Foundation initiated the “I Believe in
Ornge” campaign in March. The campaign, in which
Ornge staff members contribute donations to the
Foundation, is currently subscribed to by all non-union
employees, greatly reflecting the depth of commitment
felt by everyone who is a part of our team. The Board
of Directors has also joined in the effort, with 100%
participation to the campaign.
The incredible generosity of the Ornge staff and Board
of Directors demonstrates very clearly to the community
that we believe in Ornge and, by believing in Ornge,
we hope to inspire others to give as
well, securing the future of transport
medicine for years to come.
Annual Report 2009-2010
19

ORNGE
J Smarts
J SMARTS
J Smarts is a program dedicated to reducing the frequency
and severity of preventable injuries in youth. This youth injury
prevention program created by Ornge teaches children and
young adults how to identify, assess, and manage the risks
inherent in athletic activities.
By educating youths through innovative outreach
programs with athletic and educational organizations,
J Smarts promotes a safe and sustainable way
to live an active, healthy lifestyle. In the past year,
J Smarts has prepared for the future by piloting additional
curriculum development, expanding strategic
alliances, and working in collaboration with Ornge
to develop key strategic documents for the development
of policy, procedure and communications.
All of these activities have positioned J Smarts to
begin implementing and expanding its programming
to reach a wider youth audience, and to refine
its programming in the aim of maximizing injury
reduction.
J Smarts: Actively Delivering a
Program to Keep Kids Safe
For an initiative in its relative youth, J Smarts has
quickly begun to soar above the expectations that
could be associated with other organizations of its
kind. Having already equipped over 5000 young
people to make wiser choices through its cornerstone
Circle Check process, J Smarts is moving and
growing at a pace that will soon position it as a
leader in risk prevention for active youth.
J Smarts’ rapid growth has not been the result of
coincidences. By designing a program that is highly
cost-effective – costing in many cases only a fraction
of what is otherwise required to outfit a youth with
athletic equipment – as well as adjustable in terms of
length, instructors and content, J Smarts has made
its curriculum increasingly appealing and viable.
The fundamental idea behind J Smarts is that
youths will take athletic risks. In creating tools that
aim to deal with these risks rather than advising
youths to avoid risks altogether, J Smarts fosters an
acceptance of and respect for its young audience,
allowing J Smarts teaching to disseminate quickly
into their attitude and actions. Managing risk is as
fundamental to athletes as those abilities which
define how the game itself is played. By instilling risk
awareness in young athletes through the J Smarts
program, we are promoting safe athleticism for
life, and an active and healthy lifestyle that remains
injury-free and sustainable.
Strategic Alliances – Laying the Groundwork for Expansion
Through our strategic alliances with Michael Powers/St. Joseph’s (MPSJ)
Secondary School, Muskoka Woods, and CJ Skateboard Park, J Smarts is both
delivering programming and developing it in active, athletic environments.
20
Annual Report 2009-2010

Muskoka Woods
In regards to sports in camp and outdoor
environments, the Muskoka Woods Summer Camp
represents ground zero for the deployment, testing
and refinement of J Smarts programming and
curriculum. Through surveys and other feedback,
J Smarts activities at Muskoka Woods in the past year
have been extensively analyzed for the sake of future
implementation in the large quantity of camp and
outdoor environments to be found across Ontario
and beyond.
By creating a fully-integrated J Smarts environment at
the camp through the extensive use of Circle Check
signage and programming, Muskoka Woods allows
J Smarts to reflect on its programming in an ideal
environment. As a result of this alliance, J Smarts
was able to develop lesson plan templates and other
teaching tools that respond specifically to a camp
atmosphere; workshops with Senior Outdoor
Recreation Team Leaders produced trainers capable
not only of sustainably introducing the J Smarts
curriculum to participants in all camp sports, but
also capable of training future J Smarts leaders
themselves. In the past year at Muskoka Woods, 76
supervisory staff (including both Master Trainers and
Instructors) delivered J Smarts programming to 3540
youth participants, across 23 sports.
By fully permeating the safety culture at Muskoka
Woods, J Smarts is not only keeping the campers
safe: it is constructing a model that can be replicated
and scaled upwards and outwards with even greater
effectiveness through the lessons learnt in constructing
it. Muskoka Woods is a microcosmic
glimpse at the J Smarts of tomorrow.
MPSJ Secondary School
In addition to delivering its core risk management
content, J Smarts is also making use of its partnership
with MPSJ Secondary School to experiment with
ways in which students who have completed the
J Smarts program can become J Smarts leaders
themselves. This innovative approach fosters in
students a cyclical adoption of the program and its
practices – J Smarts is being taught to students, by
students. At MPSJ, J Smarts has been established as
a leadership subject; a core group of student leaders
have volunteered to receive J Smarts training and
then pass it on to a secondary group of volunteers,
who will in turn deliver the training to hundreds of
younger students. Six volunteer instructors have been
trained in this program, and have passed the training
on to 32 grade six students. Through this partnership,
J Smarts is creating the best way of not only delivering
programming, but doing so in such a way that its
participants can pass it on themselves. Given the size
of the province and beyond, this is a vital initiative for
spreading the influence of the program.
CJ Skateboard Park
Through its advocacy of youth having the freedom
to engage in risky activities including those found
in ‘extreme’ sports, as well as providing valuable
tools to manage those risks, J Smarts is uniquely
positioned to establish itself in the locations that
these extreme sports call home. To this end, J Smarts
has begun to collaborate with the CJ Skateboard
Park, a large facility catering to the skateboarding,
inline skating and BMX biking communities.
sustaining a safer extreme
sports environment.
By conducting an Instructor Training workshop with
skate park staff and facility administration,
J Smarts has begun to bring its programming to
a youth culture receptive to its message. 21 skate
park staff and volunteers have been trained to date,
and while youths who take risks to do the activities
they enjoy may be resistant to broadcasts that tell
them to avoid risk altogether, J Smarts is delivering
a program that not only appreciates their interests,
but also creates leaders in this environment who are
representative of the culture itself: a crucial element
in ensuring the success of J Smarts and youth safety
in extreme sports. In training these leaders, J Smarts
is generating a cultural shift for adherents to the
extreme sports lifestyle overall, making it safer without
depriving it of its authenticity; and in a culture
where authenticity is synonymous with legitimacy,
J Smarts may be the best and brightest hope for
sustaining a safer extreme sports environment.
Annual Report 2009-2010
21

PULSE AWARDS
Year Three
The nominees and recipients of our annual, peer-nominated
Pulse Awards represent the broad base of talent, both
geographically and operationally, that we are exceedingly
fortunate to have at Ornge. We’d like to congratulate our
winners and thank all of our nominees and nominators for their
participation in this very worthwhile program.
Mike Roach Award
of Distinction
RON LAVERTY
The recipient of the 2009 Mike Roach award, Ron
Laverty, has been described as the “go-to guy” –
the colleague you can depend on no matter what
you need. His skill, experience, patience and true
passion for his work make him highly deserving of
this honour, which was created to celebrate the
memory of S-76 Canadian Helicopters Ltd pilot
Mike Roach. Ron exemplifies dedication, excellence
and professionalism in the field of transport
medicine. A team player and valued teacher, he
walks the walk and spreads his enthusiasm to
others.
The Spirit of
Compassion Award
RHONDA MAURICETTE
Compassion is fundamental to both healthcare
and life, and this value is embodied by Rhonda
Mauricette both personally and professionally.
Whether she’s travelling across the province to
deliver Healthy Workplace Training to Ornge
staff, striving to make daily life better for all of
our employees, or just sharing a laugh at the
office, Rhonda’s kindness, sense of humour and
respect for others is valued and celebrated by her
colleagues.
22
Annual Report 2009-2010

The Strength of
Collaboration Award
The Art of Innovation
Award
KEISHA LAGRANDEUR
Keisha’s dual nominations for this award clearly
demonstrate the respect her co-workers have
for her collaborative strengths. In the chaos of
central scheduling, she maintains top-notch
organizational skills, an outstanding quality of
work, and her always-sparkling sense of humour.
Her unfailing customer service skills and desire
to find a way to make things work has earned
her the trust and respect of staff members from
across the organization.
“unflagging enthusiasm
and their drive to obtain
the best possible results...”
TIE – JEFF FLETCHER AND KEITH
SIMONS, WAYDE DIAMOND
AND ROB BIRD
This year’s decision was so difficult that the
Pulse Awards selection committee ended up
with a tie. Rob, Wayde, Jeff and Keith were all
deeply involved in the medical interiors project
for Ornge’s new aircraft. This detailed and
complicated process drew on Rob and Wayde’s
rotor-wing expertise, as well as Jeff and Keith’s
knowledge and skill on the fixed-wing side.
The combined desire of these teams to exceed
expectations pushed the engineers they were
working with beyond their comfort zones, which
allowed them to deliver an exceptional product.
Their unflagging enthusiasm and their drive
to obtain the best possible results make them
outstanding candidates for this award.
Emergency Medical Services
Exemplary Service Medal
ROB BIRD, ANDREW HUNT AND DAN ROBILLARD
In addition to the Pulse awards, Ornge paramedics Rob Bird, Andrew Hunt and Dan Robillard
received additional honours this week – the prestigious Governor General’s Medal for
Exemplary Service. Created in 1994 by the late Governor General Roméo Leblanc, the award
is presented to a select group of pre-hospital emergency workers who demonstrate the
highest standards of good conduct, industry and efficiency. In addition to their exemplary
service records, award recipients must have served for at least 20 years in the field of
pre-hospital emergency medical service in a meritous manner, with at least ten of those years
of service having been on the front-line. Now overseen by the Right Honourable Michaëlle
Jean, Canada’s present Governor General, the award is a thank-you to these dedicated
medical care providers from the citizenry of our entire nation.
Annual Report 2009-2010
23

Ornge
5310 Explorer Drive
Mississauga, ON L4W 5H8, Canada
Tel 1.800.251.6543 or 647.428.2005
www.ornge.ca