Once upon a time, in a parish far, far away, there was a Little Ambulance Service That Could.
Little Ambulance Service was started by some former employees of Big Greedy Ambulance Service, who got tired of running transfers in Big City while their own parish remained uncovered. Mind you, this was a big parish they left uncovered – 962 square miles, in fact. With no ambulance closer than forty minutes away.
So Mom and Pop, with the encouragement of some disgruntled local citizens, decided to strike out on their own. With a $10,000 investment, two ancient ambulances with very new paint jobs, and a few loyal friends who defected with them, they started the Little Ambulance Service That Could.
The early times were lean. They started with precious little lead time – a weekend of contemplation, actually. They had no money, no billing system, no education program, no benefits, and no plan to be able to pay their employees, other than hoping hard work and idealism would eventually pay off. Very few EMTs would have even considered working for them.
Oh, but these were not ordinary employees. They shared the naive but admirable conviction that patients should be at least as important as money. They left behind their benefits packages, job security, nicer equipment and trucks, even their financial security, in the hopes that the Little Ambulance Service actually could. They still had a healthy measure of idealism, and considered EMS a higher calling.
And they collectively put their money where their mouths were. They knew they wouldn’t be able to pay their bills, at least not at first. And they did it anyway, saying all the while, “I think I can, I think I can…”
And Mom and Pop, shortly after opening the Little Ambulance Service That Could, hired a brand new, green-as-grass Ambulance Driver who held the unshakable conviction that he was destined to be The Greatest Paramedic Ever.
Luckily, Mom and Pop saw some kernel of potential hidden behind Ambulance Driver’s ego, and they put him to work driving one of those ancient Ford ambulances desperately in need of suspension and steering work.
They had big, gas-burner Ford engines, and they could fly. If you asked Ambulance Driver to take a top-heavy van ambulance down a rural highway at 120 mph, nowadays he’d think you were crazy.
Back then, he thought it was fun.
But in between adrenaline rushes, Mom and Pop were able to teach Ambulance Driver a few things. They taught him their version of the EMS Holy Trinity:
1. Patients
2. Partners
3. Profits
“Take care of the first two,” they said, “and we’ll take care of the third, because the first two make the third possible anyway.”
“Keep your priorities in order,” they reminded the rookie Ambulance Driver.
It wasn’t hard, except for those times the bill collectors called and you were rudely reminded that the noble experiment will not last long without #3.
So The Loyal Employees would go to Mom and Pop, hat in hand, and ask for money because, you know, they hadn’t been paid in four months. And Pop would sigh, ask you how much you absolutely needed, and write a check.
Then, when you called him the next day to thank him for scrounging the cash somehow, you discovered that his home phone had been disconnected because he had paid you with the money for his phone bill.
Makes it easier to work for a guy like that.
The first year, The Loyal Employees subsisted on produce from Grandmom and Grandpop’s vegetable garden, and fish from Uncle’s fish farm, and the frequent roadkill deer. We kept an alert ear tuned to the Sheriff’s Office frequency to listen for accidents involving deer.
No, I am not kidding.
After that first year, things got better. Paychecks started trickling in with more and more frequency. Mom and Pop sent Ambulance Driver to paramedic school, EMT instructor school, CPR instructor school and a whole bunch of other instructor schools. And Ambulance Driver’s skills and knowledge began to approach his ego.
Money was still tight, but the Loyal Employees buckled down and said, “I think I can, I think I can, I THINK I CAN...”
…and the Little Ambulance Service That Could began to thrive. In the first year, they surpassed the run volume that Big Greedy Ambulance Service had in their best year.
And Yogurt Mogul, the owner of Big Greedy Ambulance Service, twirled his mustache and hatched evil plots, and vowed to squash the Little Ambulance Service That Could.
Yogurt Mogul went on an advertising blitz, spread baseless lies and tried all manner of hollow PR propaganda in an effort to crush The Little Ambulance Service That Could.
But the loyal Employees persevered, and in the second year, they doubled their first year’s run volume.
In the third year, they doubled that.
And Yogurt Mogul gnashed his teeth and drank lots of Maalox and wondered what he was doing wrong. He could not fathom that the people of the parish would actually care more about kindness and professional care than they did about rude and apathetic EMTs with nicer uniforms, trucks and equipment. Yogurt Mogul vowed to break the Little Ambulance Service That Could, even if it cost him millions to do it.
He never did. Shortly thereafter, Big Greedy Ambulance Service was swallowed up by Soulless Corporate Behemoth EMS, and the managers looked at their existing run volume and said, “This is not good. We are getting our asses kicked.”
And so they pulled up stakes and left, and the people of the parish rejoiced and said, “We love you, Little Ambulance Service That Could, for you are truly our ambulance service.”
And the Little Ambulance Service That Could grew and became strong. Missed paychecks became a thing of the past. Newer trucks were bought, newer equipment was bought, and many of the Loyal Employees were sent to schools.
An Education Department was formed. New protocols were written, giving the Loyal Employees greater freedom and discretion to practice their art than at any ambulance service in Louisiana.
And the Loyal Employees were grateful, and strove to render care worthy of such trust.
The Little Ambulance Service That Could became recognized as one of the top ten AHA Training Centers in Louisiana, despite having 1/4 the number of instructors of any other center in the top ten.
Two of the Loyal Employees were recognized as National EMT of the Year. Several others, including Ambulance Driver, won lesser awards. And even though the honor was theirs alone, Ambulance Driver was secretly proud of having taught those two Loyal Employees how to become EMTs.
The Little Ambulance Service That Could became a desired place to work. It became known as a place where an EMT could learn and grow, and be afforded respect and trust.
And then one day the Little Ambulance Service That Could got too big for its britches. Mom and Pop began to dream about bringing their brand of care to other areas. The Loyal Employees were rather skeptica
l, but they undertook the mission with characteristic zeal. After all, they knew what it was like to live in an area served by Big Greedy EMS. They knew they could do better.
And new employees were hired, but they were different. They didn’t believe in the EMS Holy Trinity that Mom and Pop had preached to the first Loyal Employees. Many of them were Not So Loyal Employees, and they whispered lies and spread hate and discontent toward the Loyal Employees.
And in so doing, they exposed the glaring weaknesses that the loyal Employees had suspected from the beginning.
Mom and Pop were not good business people. As long as The Little Ambulance Service that Could was happy caring for its own little territory, this didn’t matter. But when Pop’s aspirations grew, the Little Ambulance Service That Could had to become a business, and that spelled the beginning of the end.
You see, Pop’s reach always exceeded his grasp. He was full of great and noble ideas, and sadly deficient in the ability to make them work. And he could not find it in himself to assign the loyal Employees a task and leave them to it. He couldn’t resist meddling.
He was a good man, but he was a poor boss. Neither Mom nor Pop knew how to discipline employees properly.
Nor reward them, for that matter.
Pop wasn’t afraid to spend money, but he spent it in all the wrong places. He would shell out $50,000 for a computer program, but scrimp on salaries and cardiac monitors.
He was a horrible fiscal manager. Bills from suppliers went unpaid simply because Pop forgot to pay them or lost the invoices. Revenue from Ambulance Driver’s classes slowed to a trickle because Pop neglected to send out the bills. To many creditors, we became known as the Little Ambulance Service That Couldn’t Pay Its Bills. Sadly, the truth was that the word should have been Wouldn’t.
Once Pop publicly chastised Ambulance Driver for seven missing patient care reports. “Each one of those reports represents lost revenue that we could use for raises and new equipment,” he admonished. “You should be setting an example for everyone here.”
One week later, Ambulance Driver found his missing patient care reports at the bottom of a mountain of paperwork on Pop’s desk, and that same week the billing department had to write off $154,000 in revenue…from a couple of years’ worth of Pop’s incomplete patient care reports.
And many of the Not So Loyal Employees, having been trained and educated by Ambulance Driver, took their new skills and education and went to work for more money elsewhere. A couple of the Loyal Employees saw the handwriting on the wall and left, too.
The Loyal Employees that remained began to complain. They questioned why they had to make do with used equipment when Pop’s paid a local garage $330 for each and every oil change on the fleet. Ambulance Driver wondered aloud what the mechanic did to earn four times the salary of any of the field crews, when the ambulances still sputtered and had crappy steering and brakes.
And dark clouds gathered over the Little Ambulance Service That Could, but the Loyal Employees soldiered on, even though they began to voice their complaints more forcefully.
Ambulance Driver was the most vocal among them. When he saw Mom and Pop doing something stupid, he called them on it. When they wasted money on frivolous things, he questioned why it was necessary. When they punished all the Loyal Employees for the acts of a few of the Not So Loyal Employees, he protested indignantly.
When several of the Loyal Employees incurred huge medical bills, only to discover that their health insurance premiums had not been paid, Ambulance Driver said nasty things. He told Mom and Pop that he didn’t give a rat’s ass that Pop had stopped withholding premiums from the paychecks, he still hadn’t told anyone that the insurance had been canceled, and that Pop was ethically and morally responsible for those Loyal Employees’ medical bills.
When Mom and Pop hired so many people that the office staff far outnumbered the field crews, Ambulance Driver complained.
When more of the Loyal Employees left, Ambulance Driver pointed out that the Little Ambulance Service That Could was becoming the last refuge for lazy and incompetent EMTs that had been fired from everywhere else.
Eventually Ambulance Driver pointed out enough of these things that Mom and Pop fired him. He wasn’t so surprised, because he knew that people eventually get tired of being told how stupid they are, particularly when it’s true, but he had fooled himself into believing that being one of the original Loyal Employees afforded him a greater degree of trust and tolerance.
Even Ambulance Driver would have never suspected that they’d fire him with his wife on unpaid maternity leave and his daughter in the NICU. But they did.
Ambulance Driver became very bitter, and he twirled his mustache and vowed to crush the Little Ambulance Service That Could, because it was no longer the service he remembered. It had become just like Big Greedy Ambulance Service, only much less organized.
Eventually he realized that the people who fire an employee who generated $60,000 in net revenue to save a $40,000 salary were not to be hated, but pitied for not grasping simple arithmetic.
Once they parted ways, Ambulance Driver flourished while the Little Ambulance Service That Could floundered. Ambulance Driver became an instructor/medic/speaker/writer, a Real Man of Genius, but he is ashamed to admit that he gloated a bit at seeing the Little Ambulance Service founder without him and the other Loyal Employees.
But secretly he also hoped that the Little Ambulance Service That Could would eventually overcome the ineptitude of Mom and Pop and flourish once again, because Ambulance Driver was still a Loyal Employee at heart, even though he worked for Soulless Corporate Behemoth EMS by then.
Alas, it was not to be. Ambulance Driver heard today that the Little Ambulance Service no longer Could, because they had been sold to a competitor with a reputation for fraud and shoddy care.
Just as well, I suppose, because in the past couple of years, the Little Ambulance Service That Could had developed an equally unsavory reputation.
Meanwhile, Ambulance Driver still seeks a small service that with heart and potential, with Loyal Employees that can embrace the lessons he learned from Mom and Pop in the very beginning. He still thinks he can make it work.
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