Our internal and external customers
External	Internal
4      Patients - Private, eligible 4      Patients, cash patients, all patients with a threat to life or limb 4      Patients’ families 4      Community members 4      Insurance companies/3rd parties	4      Nurses 4      Physicians, Residents 4      Ward clerks 4      Protocol services, EOD 4      Admissions 4      PCAs 4      Administration 4      All wards/units 4      Housekeeping 4      Security 4      Pharmacy 4      Laboratory 4      Radiology 4      Biomedical engineering
Demographics and special needs of our customers
Demographics	Special Needs
4      Tertiary level patients, national and non-national, who are eligible and have been referred for higher level care. 4      All cash patients who require emergency medical care. 4      All patients, regardless of eligibility, who present to the ED, and for whom there is a potential threat to life or limb (CTAS triage level I, II and HI). 4      Male and female patients of all ages, neonates, children and adults. 4      25 – 40 patients per day	4      Rapid and appropriate medical care delivered with privacy, and with a compassionate and respectful manner. 4      Multilingual staff. 4      Self care to total care patients
Scope of services
4      Management of acute critical disease, and emergency resuscitation of patients. 4      Assurance to the afflicted. 4      All CTAS triage levels	4      Tertiary level cases involving medical and surgical   subspecialties, pediatrics, obstetric and gynecology and psychiatry. 4      Poisoning and overdoses, and disaster medicine
Hours of service
4      Daily, 24-hour coverage.
Positions & Titles of those who provide/perform the care/service
4      Registered Nurses – SNIs with emergency experience. 4      Head Nurse. 4      Nurse Clinician. 4      Physicians – Emergency Consultants (Board certified), Assistant consultants, and service residents. 4      Chairman, EMS. 4      Respiratory Technicians. 4      Pharmacists. 4      Ambulance Services	4      Nutrition services 4      Social Workers 4      Inpatient officers 4      PCAs (Personal Care Attendants) 4      Registration clerks 4      EOD (Executive on Duty) 4      Security officer 4      Health records 4      Housekeeping
Significant activities and processes performed exclusively by the department/service and the annual volume for each
4      First response to patients from the community who require emergency medical care- 25,000/year. 4      First response for acute disease processes that may not yet be diagnosed, or may have signs and symptoms that are early in their presentation and are evolving. 4      Triage of all patients	4      Treatment of poisoning and overdoses, and disaster medicine patients. 4      Treatment of patients with acute infectious disease in a specialized infectious disease. 4      Academic Emergency Medicine teaching for Nursing and Resident staff
Diagnostic and therapeutic modalities and special equipment and/or processes used in the provision of emergency services
4      Cardiac monitors, individual and central monitoring units. 4      Suction, oxygen, compressed air 4      Dynamap with pulse oximeter 4      Resuscitation (ACLS) carts – pediatric and adult, including external pacemakers 4      Neonatal isolette warmer, emergency obstetric supplies and fetal Doppler 4      Ivs, central and peripheral, intraosseous and cutdown instruments, vascular Doppler 4      IV medications including all ACLS drugs, TPA and pharmacological agents for airway management	4      Difficult airway management set-ups including needle cricothyroidotomy and tracheostomy sets 4      Trauma equipment including c-spine immobilization, chest tube supplies, aspiration sets, orthopedic equipment and slit lamp 4      Point of care testing including glucometer and urine analysis 4      Negative pressure room for infectious diseases 4      Radiology PACS system using ‘Magic Web’, CT scan and MR Imaging 4      Computer access for reference for acute management of patients, academic and research efforts
How does the department co-operate, consult and depend upon other departments, organizations and professionals?
4      Monthly multidisciplinary EMS Meetings 4      Monthly Quality Committee involved in efforts and projects 4      Inter-department quality improvement multifunctional, multidisciplinary meetings 4      Interdepartmental meetings to discuss mortality & morbidity	4      EMS members represented on hospital- wide committees and task forces 4      Written referrals, hospital intranet communication 4      Meditech system (Laboratory), Venus system (Finance), Magic Web system (Radiology)