February 4, 2013
Shop Talk
The Experts Behind The Stretchers: Q&A With Steve DiOrio Of Vital EMS
DiOrio
By Rick Saia
Vital EMS has been in business for nearly seven years, headquartered in a former car dealership in Worcester's Main South neighborhood. Its president and co-founder, Steve DiOrio, was senior vice president at Ambulance Systems of America and had been controller at Natick's Chaulk Ambulance Service, an industry pioneer in computer-aided ambulance dispatch. DiOrio and his business partner, Eric Dunphy, a Worcester native with more than 30 years of experience in health care operations and emergency medical services, have seen constant change in their industry, aided in no small part by the evolution and impact of information technology.
Very few people do not know what Vital EMS does. What one thing do you believe people don't know about companies such as yours?
The level of services that we're able to offer and bring right to the scene. I think they're familiar with an ambulance arriving promptly. I think the general expectation is that the ambulance will arrive, (that the person) will be transported promptly. What folks don't always understand is that with advanced life support and our paramedic-level service, we're able to essentially bring the emergency department right to the scene, where the paramedic is functioning as the physician's eyes and hands in the field.
And that's a big break for emergency rooms as well, which are pretty much overburdened nowadays.
It's a benefit on multiple levels. The first part is just from a patient-care standpoint. When we're able to deliver definitive care more promptly, we get better outcomes. Secondly, from the ER's perspective, we're able to initiate that care and provide some of those services to help alleviate some of the workload. The third part, from the insurance carrier's standpoint, because of the efficacy of advanced life support, we're able to actually lower the overall cost of health care because we have better outcomes.
How often do things change in your industry and how difficult is it to keep up with all of that change?
Our industry is a relatively young industry. What we're able to do is offer, each and every year, is (an enhanced) level of patient care. The services that we're able to deliver are much greater, and that's an ongoing process. If you go down to our training center, you will see workstations, equipment and a variety of didactic programs, because continuing education is central to everything that we do.
How much of that (continuing education) is built into your staff's work schedule?
Our training area comprises approximately 15 percent (of the company's 27,000 square feet of space). So, it's central to what we do. We bring in a number of external speakers, we have medical directors who come in and provide continuing ed. and training for our folks on an ongoing basis.
What one or two personal qualities does it take for someone to really succeed in a role in a company such as this, in a role like that of an EMT?
The primary skill — this is what we look for when we hire field technicians — we want people who have some compassion, and are passionate about what they do. A good percentage of our business is non-emergency transportation. When folks think of EMS they always think of the siren and … "the bad one." And we have the ability to make a difference with those patients day in and day out. We need to remember: Nobody wants to be in an ambulance. The patients (is) … probably not looking forward to the transport, and so we want someone who is compassionate, who has the ability to be empathetic.
Your firm has a network of organizations you work with, such as UMass Memorial and Central Mass EMS. How vital is it to maintain and enhance these working relationships?
It's integral to our success. UMass Memorial is the economic engine of Central Massachusetts, with over 13,000 employees. That organization touches virtually every business and almost every family in Central Mass. And much of our success is tied to the success of UMass. We're very fortunate to be a primary provider (for) UMass. We went through a detailed selection process (and) we value that relationship.
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Shop Talk - Steve DiOrio, Vital EMS
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