--0000000000004cee9e0623aa1f5e Content-Type: multipart/alternative; boundary="0000000000004cee9c0623aa1f5d" --0000000000004cee9c0623aa1f5d Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Joey, Here is the summary as requested. Thank you ---------- Forwarded message --------- From: Kara Sehl Date: Thu, Oct 3, 2024 at 4:37=E2=80=AFPM Subject: Summary of Escalation Proposal To: kim.mcconnell@thekey.com Hi Kim, Thanks again for everything today! This is what I will propose to our team and Tim to discuss. Let me know if you have any additional comments to add or changes, you=E2=80=99d like made= . *Incident Summary and Proposed Workflow* On Thursday, October 3rd, at approximately 3:03 PM EST, a fall was detected in Georgia's kitchen. As per the current escalation process with TheKey, Lifeguard was instructed to contact TheKey's line so they could reach out to the client. We successfully contacted the care manager, Kim McConnell; however, she was driving at the time and could not contact the emergency contact immediately. During our follow-up discussion, Kim expressed her concerns about the current process, stating that it poses a safety risk because valuable time is wasted by contacting TheKey first rather than notifying emergency contacts directly. Both Kim and I agreed that in the event of a fall, Lifeguard should notify the emergency contacts immediately to avoid any delays and ensure prompt action. We were able to reach Georgia=E2=80=99s son, Spillios, who contacted Georgi= a and confirmed that everything was okay. However, this incident raised concerns about how emergency situations would be handled if Georgia were not okay. Currently, TheKey is not prepared to dispatch EMS quickly, as demonstrated by my experience of being placed on hold during the incident. This delay could have had serious consequences if immediate action had been required. ------------------------------ *Key Issues:* - Relying on TheKey for first contact wastes critical time. - The care managers and after-hours line at TheKey are not prepared to handle emergency dispatch situations while managing their other duties. - There is no clear process for dispatching EMS if a client requires immediate medical attention when a fall is detected. ------------------------------ *Proposed Workflow:* 1. *Lifeguard Receives Fall Alert:* - Lifeguard immediately calls the client=E2=80=99s emergency contacts= in the order provided. 2. *Emergency Contacts Fail to Respond:* - If no emergency contact answers, Lifeguard will attempt to contact the client directly. 3. *Client Does Not Respond or Requires Emergency Assistance:* - If Lifeguard cannot reach the client or if the client requires immediate medical assistance, Lifeguard will directly dispatch EMS (9= 11). 4. *Inform TheKey (Post-Emergency Response):* - Once the emergency situation is handled and EMS is dispatched (if necessary), Lifeguard will inform TheKey and the care manager about t= he incident