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Priority Ambulance defends service, cites TOSHA finding unfounded and details staffing steps
Summary
Priority Ambulance leaders told Cocke County officials they addressed recent social-media accusations about equipment, bed bugs and staffing; they said a TOSHA complaint was investigated and closed as unfounded, and described remediation steps, equipment servicing and $20,000 sign-on incentives to recruit paramedics to the county.
Priority Ambulance representatives told the Cocke County Legislative Body on Dec. 15 they had investigated recent social-media allegations about equipment failures, poor vehicles and building conditions and taken corrective steps.
Rob Wagner, vice president of operations, said two employees walked off duty, but cross-trained staff and resources from Knoxville covered dispatch and response so the county did not miss 9-1-1 calls. "We dispatched resources from Knoxville to assist, but at the time they got about halfway here, Lindsay already had everything solved," Wagner said. He said the company verified that no calls were missed.
Wagner and Diane Underwood, the agency's chief nursing officer and chief compliance officer, outlined actions taken after complaints. They said pest-control contractors treated the station and the company replaced built-in beds and mattresses; they also said BioMed serviced monitors and found no ongoing equipment failures. Wagner said the county recently provided a new air-conditioning system and that the agency continues to maintain equipment and training to state standards.
Wagner said the agency received a complaint that was reviewed by TOSHA and that the county later received a TOSHA letter indicating the complaint was unfounded and closed. "That letter is also included," Wagner said, noting the documentation provided to commissioners.
On staffing, Wagner described recruitment and retention measures for a rural EMS provider, including $20,000 sign-on bonuses for paramedics who commit to two years and leasing housing for incoming staff. "We're currently paying $20,000 final bonuses for paramedics to commit to 2 years to Cocke County," he said. Wagner said the provider also bought new radios and is working to program them for ambulances.
Commissioners asked for clarification about a specific school call referenced on social media. Wagner said an available ambulance was on site and that another agency's paramedic requested to respond; Priority retained a BLS unit with EMTs on duty and said the dispatcher made an operational decision in that instance.
The presentation included a packet of documents the company said showed inspections, BioMed service invoices and pest-control receipts. Commissioners thanked the agency and asked staff follow-ups if needed.
