apollo couriers– cold/refrigerated: 37° to 44° f (3° to 7° c) – frozen: less than or equal...
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Apollo Couriers
Agenda
Training Program
Safety Program
Service Standards
Process Controls
Employee Conduct
List of topics covered in this presentation:
Apollo Training: Interview Process
Apollo Employee Hiring and Training Protocol
All potential employees are given two interviews prior to hire including one with a
member of the company’s management.
Employees hired are hired only after:
– We receive a favorable background check
– Clean driving record verified by our Insurance Company
– Employee References or calls from previous employers
– A ride a long is performed for a minimum of two days to gauge drivers overall knowledge and professionalism in the field
– Ability to pass a Thomas Guide Quiz
Apollo Training: Overview
All employees are required to complete 32 hours of supervised
training as part of company orientation
Training consists of 8 hours of classroom training followed by 24
hours of operational training accompanied by a senior driver or
driver manager
All drivers are required to attend quarterly training courses for a
mandatory of 8 hrs of supplemental training annually
Apollo Training: Orientation
Basic and General Apollo Courier’s regulations
Communication compliance and protocol
Pickup and Delivery regulations and compliance
Uniform Policy
Radio & Data Phone Policy
Specimen Temperature Control awareness and compliance
Blood and Biological Sample handling and storage
Time Keeping and Driver Log Sheets
TSA Regulations and Compliance
HIPPA Training and Compliance
Safety Precautions and Spill Clean Up procedures
Types of Service and expectations of service commitments
Employees are evaluated during their 90- Day probationary period to ensure compliance with all policies and procedures and given written feedback on their performance
Additional ride-a-longs to ensure all expectations are being met
All drivers attend quarterly meetings to ensure all training is up to date and consistent amongst everyone in our staff
Once hired, ALL drivers complete the following Driver Orientation Training prior to working alone in the field:
Apollo Training: Compliance Enforcement
All drivers are subject to random audits (4 per year) to ensure adherence to company policies and procedures
Drivers found not in compliance or for issues reported by customer may be subject to disciplinary action. Depending on severity of incident the following response may be applied:
– First Offence: Written Warning
– Second Offence: Written Warning with mandatory training
– Third Offence: Written Warning with 60 day probation and possible termination
Customer is provided with a copy of all incident reports at quarterly meetings unless requested otherwise
As an ongoing commitment to continually improve our services, Apollo Couriers is dedicated to routine training and policy enforcement.
Stability and Storage Training: Overview
All medical specimens fall into one of three temperature classifications and must be stored, labeled, prepared and transported while maintaining the appropriate temp range:
– Room Temp: Ideal temp 68° to 74° F (20° to 26° C)
– Cold/Refrigerated: 37° to 44° F (3° to 7° C)
– Frozen: Less than or equal to -4° F (-20° C)
Lab staff and couriers must take temperature into account when packing, scheduling and/or shipping specimens, as well as the time-frames that various coolants (e.g.: frozen cool packs, dry ice, liquid nitrogen) are effective in transport. Specimen bags should always indicate the appropriate temperature for the specimen inside.
Stability and Storage Training : Packing
Specimens
Specimens being transported to testing laboratories must maintain an appropriate temperature — room temperature, refrigerate, or frozen.
Failure to maintain a specimen's temperature renders it unusable as does any improper packaging that results in a leak or break.
When packing specimens, couriers should: Follow tracking procedures appropriate to each client site and ensure route sheet accurately reflects specimen count
Stability and Storage Training: Tote Bag
Company provided tote bag has a a nylon shell with an exterior pocket for holding paperwork or room temperature specimens and an internal compartmentalized styrofoam box for refrigerated or frozen specimens.
The outer container for couriers must be of the appropriate size and strength for its intended use and have a biohazard label visible on the exterior.
Stability and Storage Training: Refrigerated
Cool-packs may be refrigerated or frozen for use in specimen transport.
In warm weather, cool-packs lose their coldness more quickly and, in cold weather, cool-packs can freeze. Both scenarios can damage specimens if items fall out of temperature or come into direct contact with a cool-pack.
To maintain specimen integrity, always place a barrier (insulated blankets, packing material, paper towels) between specimens and the cool-pack and take outside temperature and trip length into consideration when preparing transport containers.
Stability and Storage Training: Frozen
Specimens
When using dry ice in courier bags for transporting frozen specimens:
Always wear gloves and safety glasses to prevent burns from contact with dry ice
Add a 2-inch layer of dry ice on the bottom of a styrofoam-lined courier bag
Place frozen specimen bags inside. (Depending on region, additional dry ice may be required on top of frozen specimens.)
Immediately close courier bag. Do NOT seal styrofoam box with packing tape. Dry ice needs to vent as it dissipates.
Note: Dry ice can cause skin burns. Never leave dry ice in a location where contact injury to self or others may occur (e.g. parking lot, drinking fountain, restroom sink). Return remaining dry ice to an appropriate storage container after completing deliveries.
Stability and Storage Training: Room Temp
Specimens
To pack room temperature specimens, place in exterior pocket of a courier bag or inside an empty styrofoam container. Ensure there is padding between specimens or specimen bags to prevent damage.
To keep room temperature specimens stable in freezing weather, a warmed cool-pack may be placed at the bottom of the courier bag with a room-temperature cool-pack placed on top of the specimens. This protects room temperature specimens from the cold air. Conversely, on hotter days a chilled pack may be placed on top or on reverse side of pouch to prevent specimens from over heating.
Stability and Storage Training: Specimen
Transport
Courier vehicles should be loaded to
prevent containers from tipping during
transport. Equally important, couriers
should practice safe driving (avoid phone
conversations, monitor speed, adjust
driving to weather conditions, etc.).
Couriers should monitor vehicle
temperature during extreme weather and
be aware of potential impact direct
sunlight or traffic delays can have on
specimen containers.
In addition, vehicles should be kept clean
— inside and out — as a professional
courtesy and to prevent the transmission
of any infectious substances.
Safety Program:
Why is it important? – Your Protection
– Patient Protection
– Company Protection
– Type of Deliveries
Best Practices – Habits to develop
What Not to Do
– Most common mistakes
Spill Clean Up
– What to do if you have a problem
Safety Program: Best Practices
Follow Safety Instructions
Be proactive: be careful, report
suspicious activity, ask questions
Communicate: maintain list of
important contacts
Maintain safety supplies: Spill Kit, First
Aid Kit, fire extinguisher, gloves,
emergency supplies
Safety Program: Spill Clean Up
Call your Supervisor immediately to
report incident
Use spill kit supplies to contain and
clean the spill as best as possible
Keep all waste items together for
proper disposal
Service Standards
Flexibility to rush and non scheduled requests: Apollo provides
rush service within 1 hour of initial notification from customer
Apollo’s Service Record:
– Performance Reporting:
– Total Deliveries:
– Total Late:
– Total Incidents:
Process Control: Online Monitoring
Online Order – http://apollocouriers.com/how-to-videos/order-a-job/
Online Tracking – http://apollocouriers.com/how-to-videos/track-a-job/
Online Reporting
Missing or Damaged Items
Barcode Scanning
Latest Technology allows
Apollo to read your existing
barcodes and record it into
Apollo’s online tracking
system
Preserves patient
confidentiality
Maintains photo evidence as
chain of custody
Employee Conduct
Employee Evaluations
– Safety
– Service
– Communication
– Teamwork
– Attitude
– Policy Compliance
– Attendance
Employee Conduct
Skill Inventory and Spot Check Audits
– Company Policy Compliance
– Skills Development
– Quality Control
Thank You
We wish to thank you once again for selecting Apollo as your preferred courier provider. If you
have any questions or would like additional information please contact your Account
Representative, Mike Lombardo by email at mikel@apollocouriers.com or by phone at 949-226-3412.
Attachments:
CONFIDENTIALITY NOTICE: The contents of this manual, including any attachments, is for the sole use of
the intended recipient(s) and may contain confidential or legally privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender and destroy all copies of this document.
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