In addition to Caring for Maria, we also started work with the the AMR operations serving the Seattle, WA metro area. The General Manager, Gil Glass, is an up-and-coming EMS administrator who has lead major EMS systems including Kansas City, MO, Santa Clara County, CA, and now Seattle, WA. Gil and I have learned and worked together in several venues over the years.
Gil recently joined the leadership team in Seattle as their General Manager. He saw an opportunity to use improvement science as a method to focus attention on improving what was important to their business, foster deep collaboration and learning about the organization and its processes, and build capacity for process redesign, PDSA learning, and measurement. After an initial launch training workshop, the leadership team developed a portfolio of projects and charted them using A3 thinking. Now, they will work to improve results.