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Section Eleven: Performance Measurement and Quality Assurance <br /> <br /> SECTION ELEVEN: Performance Measurement and Quality Assurance <br /> <br />By its very nature, the organized response to emergencies is performed in a stressful and <br />inherently unpredictable environment. Critical decisions must often be made quickly, without <br />the benefit of a methodical risk-benefit analysis. Given this, it is expected that errors will <br />sometimes occur. Eugene Fire & EMS consistently seeks to use its performance measures as <br />opportunities to learn how we can improve our service and to adjust our policies and procedures <br />accordingly. <br /> <br />Eugene Fire & EMS conducts a comprehensive array of performance measurement and quality <br />assurance programs at the individual, work unit, division and department levels. These begin <br />with our recruitment and selection procedures, and expand into all functions of the organization. <br />They include regular, structured training, evaluation, analysis and special performance reviews <br />conducted in an ongoing manner. <br /> <br />Fire Suppression and Rescue Operations <br /> <br />An integral component of quality assurance is the use of post-incident evaluations by the <br />department. These are focused reviews following all major incidents, and for any incident <br />involving fatalities or a serious injury, a unique operational situation, or a multi-agency response. <br />They involve all responding personnel as well as the leaders from each affected organization. <br />Less serious, routine incidents and events are also sometimes evaluated at the district or <br />company level. Post-incident evaluations consider the following criteria: <br /> <br /> 1. System strengths or weaknesses <br /> 2. Factors driving decisions <br /> 3. Standard Operating Procedures <br /> 4. Apparatus and equipment effectiveness <br /> 5. Education and/or training needs <br /> 6. Building construction factors <br /> 7. Unusual circumstances <br /> 8. Human factors that contributed to the problem <br /> <br />Emergency Medical Services <br /> <br />A Quality Assurance program has been in place for a number of years for the analysis of the <br />emergency medical services provided by the department. It is the policy of Eugene Fire & EMS <br />to regularly participate in activities that lead to the development and maintenance of pre- <br />established levels of high quality patient care and customer service, as well as activities that seek <br />to improve the overall level of care. Key components of the program include: <br /> <br /> 78 <br /> <br /> <br />