Customer Experience with DMRTI s Homeland Security Medical Executive Course
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1 Customer Experience with DMRTI s Homeland Security Medical Executive Course Col John P. Mitchell, USAF, MC, FS (M.D., FACP, FCCP, CPE) Commander, Defense Med Readiness Trng Institute (DMRTI), Ft Sam Houston, TX
2 Overview Course Origin Details Data Take Home Messages
3 Take Home Messages Course Graduates prefer: Customized trng Live instruction with rich DVD Risk/Public Affairs Communication training Remote, anonymous feedback capability Networking after familiarization with interagency players
4 Mandate: DoD/Civilian U.S. Disaster Med Course 2002: Defense Medical Readiness Training Institute (DMRTI) tasked by Office of Assistant Secretary of Defense for Health Affairs to develop CBRNE competency requirements to support joint medical readiness training 2003: HLSMEC was developed to support some of those requirements Co-sponsors/partners to date Students/Speakers/Facilitators; DHS (incl FEMA), DHHS (incl CDC), FBI, DoD; of course, State & local officials Financial: DoD Svcs + NORTHCOM, USF, USU many others
5 Mandate: DoD/Civilian U.S. Disaster Med Course Design: Train. & boost networking of executive civilian and military medical homeland security counterparts Support: Nat l Response Framework (NRF) Course: SME presentations, local customized tabletop exercise, risk comm, active collab.; all big-dod FEMA regions Funded: DoD; civilians pay no tuition Results: 12 Crs, avg 89/crs, 1060 trnd
6 Course Items: Roles Local State National Guard DHS, FEMA Law Enforcement/Investigation DHHS, PHS 3 SGs, USNORTHCOM/NORAD, Defense Coordinating Officer, Joint Task Force-CS, Joint Regional Medical Plans Officer
7 Course Items: Aspects Public Communication (Risk Comm.) Public Health Healthcare, Psychological Fatality Mgmt Legal, Ethical Med Logistics/Materiel Caches Med Planning Laboratory Resp. Network/Blood Program Installation Emergency Mgmt
8 MONDAY AM Federal Resources May deploy prior to incident INCIDENT! Keynote Address Community Resiliency DHS FEMA Medical Planning Joint Field Office Unified coord. of resources Response Team & resources deploy Local First Responders President Declare emerg. or major disaster Recommends Via DHS Notify FEMA Region Evaluate situation Elected/appointed Official Activate Local EOC Request Mutual Aid and State Assistance Governor Activate State EOC Assess damage Request EMAC Request Presidential declaration FEMA Administrator Assess situation Recommends
9 MONDAY PM Federal Resources May deploy prior to incident INCIDENT! Local Response Med Surge Planning State Response Public Comm. Strategies Joint Field Office Unified coord. of resources Response Team & resources deploy Local First Responders President Declare emerg. or major disaster Recommends Via DHS. Notify FEMA Region Evaluate situation Elected/appointed Official Activate Local EOC Request Mutual Aid and State Assistance Governor Activate State EOC Assess damage Request EMAC Request Presidential declaration FEMA Administrator Assess situation Recommends
10 Scenario NH4N03 Cesium-137
11 Incentive: DoD/Civilian U.S. Disaster Med Course DoD mbr wants: Prepare for new job; career development Meet local counterparts in academic environments Customized DoD-paradigm curriculum Local non-dod participant wants: Meet local counterparts in academic environments Understand DoD
12 Incentive: DoD/Civilian U.S. Disaster Med Course All enjoy: Highly-engaging format Enthusiastic faculty Free tuition (all free for DoD) Nice, larger DoD-city locations Data: % Customer Satisfaction Enjoy interagency partnering more than pre-course
13 Incentive: DoD/Civilian U.S. Disaster Med Course Data: 76% want after live course reference DVD with audio/.ppt Only 21% happy with just.ppt on CD Only 8% happy with just.ppt on website 6% would be satisfied with the DVD via distributed learning without live course 75% want scenario breakout groups Currently 20% of time is in groups 60% want even more group time
14 Incentive: DoD/Civilian U.S. Disaster Med Course Data: 84% felt risk/public affairs communication portion was an essential part of course (for mid-career professionals) 78% felt they had not gotten adequate trng prior Other key areas desired more: pvt sector, legal ramifications 74% felt that remote, anonymous feedback device added value
15 Student Demographics ADMIN RN PHYSICIAN OTHER NO REPLY
16 Course Outcomes CME/CNE/CEU s: hours Joint Med. Exec. Skills Competencies: 24 of 40 Advanced Distributed Learning: Accordent Capture Station; Possible Future, scenario-based DVD Building Trust, Relationships is a goal: Remember, *Trust = Character + Competence Character = Integrity + Intent Competence = Capabilities + Results *Trust = Integrity + Intent + Capabilities + Results (*Stephen M.R. Covey, The Speed of Trust )
17 Take Home Messages Course Graduates prefer: Customized trng Live instruction with rich DVD Risk/Public Affairs Communication training Remote, anonymous feedback capability Networking after familiarization with interagency players
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