HomeMy WebLinkAboutM-02-0034• CITY OF MIAMI, FLORIDA
INTER -OFFICE MEMORANDUM
TO Honorable Mayor and Members
Of the City Commission
nez
FROM :
City Manager
DATE: December 4, 2001
SUBJECT:
29
DISCUSSION ITEM
REFERENCES:
ENCLOSURES:
FILE :
Pursuant to the directive issued at the September 25, 2001 City Commission Meeting, a
discussion item concerning a complaint tracking system for complaint in the Department
of Fire -Rescue and recommendations on an office to review complaints against
employees with enforcement powers.
W WB/MLK/mgr
FM.049
�I. u4
09/2,1 CC Mftd*
RESCUE
WanoNS TO ADMINISTRATION
876- ITEM 6 Direction to the City Manager: by Commissioner Teele to
DUE: 1 on "l review complains filed against the Fire Department and
ome
back with a historical matrix of complam and howtheyhave been answered over the Inst two to five years, further to
report on whether a tracking system has been: m place and
come back with a ncommendattion for a process to review
complaints filed against employees who have enforcement
Powers; further stating that a separate office should beset up,
possibly including mtired judges, to review complaints against
employees who have enforcement powers. (KEMP)
877 — ITEM 6 A MOTION DIRECTING THE QTY MANA{7ER TO
DUE: OV MEETING RENFIEW THE CITY'S BUSINESS PROTOCOL IN
CONNECTION WITH HOW CITIZENS' COheLA M
,drama c� — HAVE BEEN FUM AGAINST THOSE CITY
1,0 -' � - I EMPLOYEES WHO HAVE ENFORCEMENT POWERS
AND COME BACK TO THE COMMSSION W17U N 60
DAYS WITH A RECOMMENDATION.
Direction to the City Managw. by Commissioner 'Tonle to
provide the Commission at the October 25a Commission
meeting, with a written report on the outcome of complaint from
Ms. Hattie Willis- nr�nne+ction with Fire-Rcscue employees who
recently responded to her h quest for fire -rescue services
02- 34
INTER -OFFICE MEMORn� i7 Js.1
Carlos A. Gimenez - = November 26, 2001
City Manager
MFD Complaint Policy
v William W. Bryson _
Fire Chief - - -
I have attached a draft of the MFD Complaint Policy for your review and
comments.
I have written an appeal section that gives you the ability to direct review of
complaints to anywhere within the city you want. I figured some complaints
may require differing expertise. Please advise with any changes or if this is to
your satisfaction.
WWB/acp
Attachment
-02— 34
0 CITY OF MIAMI, FLORIDA
DEPARTMENT OF FIRE -RESCUE
CITIZEN COMPLAINT POLICY
PURPOSE:
To maintain a high level of public confidence and trust in Fire Department services, complaints shall be
investigated and responded to as quickly and thoroughly as possible.
PO.__ lt.iCY
This policy shall be followed for all complaints lodged against the City of Miami Department of Fire -Rescue. All
complaints concerning the Fire Department or any of its employees will be investigated and a response
provided to the complainant. Citizens complaining anonymously will be advised that we cannot react to
anonymous complaints. However, the Department may investigate any complaint, regardless of the source.
PROCEDURE: q
Any individual, upon receipt of a complaint, whether in writing, phone tali, on scene or in person, shall gather
and forward the information to the Fire Chiefs Office as soon as possible after receiving it. This shall be done
by phone (305-416-1601) and followed up with memorandum to the Fre Chief. The Fire Chiefs Office shall
enter it into the Complaint Tracking Log. The following information shall be obtained from the person making
the complaint:
A. Nature/Description of the complaint
B. Location of incident, date and time
C. Names of employee(s) or unit(s) involved
D. Contact phone number and address
F. Name of complainant and any witnesses
Within 5 calendar days of notification of the complaint, a letter will be sent to the complainant from the Fire
Chief, acknowledging receipt of the complaint. The Fire Chief shall assign the appropriate Division to conduct
an investigation of the complaint. The investigation shall be completed with a recommendation for
appropriate action. The Fire Chief will review the facts and recommendation(s), and make the final decision
on follow up action(s).
APPEAL. TO CITY MANNER
If the complainant feels that the investigation or final action was not appropriate, they may appeal to the City
Manager. The Manager shall determine what action should follow and may use the following
Department'sI Office's to review the investigation conducted by the Department of Fire -Rescue:
• City Attorney
• Office of Professional Compliance
• Human Resources
• Any other city department or office
If the City Manager has a review conducted, the reviewing Department shall make recommendations
to the City Manager, whose decision shall be final.
WWB/acp
. 0 c-
i
Carlos A. Gimenez
City Manager
illiam W. Bryson
.Fire Chief
s
November 29, 2001
MFD Complaint -Service
Matrix
Attached, find a matrix of complaints for the past three (3) years, as requested by the City
Commission. Complaints are separated by 1999, 2000 and 2001. Below is the number of
complaints for each year with the corresponding number of calls.
1999 29 Complaints ( 70,686 calls for service - .04 %)
2000 42 Complaints ( 73,476 calls for service - .06 %)
2001 21 Complaints (*76,200 calls for service - .03 %)
* projected — 1 month left.
The pie chart below demonstrates the types of complaints we have received by category over the
past three (3) years.
Complaints by Type 4999-2001
9% 3%
®Unprofessional
■ Patient Treatment
54% 170ther
34% El Radal/Ethnic
i
I have attached a city map with dots that correspond to locations where complaints were generated.
The distribution is fairly consistent with areas where our services are most heavily used.
These complaints were put together by reviewing files and were not logged as they occurred (as we
do now); therefore service complaints called in were not listed. The Emergency Response Division
estimates there have been approximately 18 of these over the three-year period.
If you have any further questions, please call.
Miami Fire -Rescue
Complaint -Service
2001
#
DATE
ALARM #
+ICIDENT LOCATION
COMPLAINT
UNIT
CLASS
DISPOSITION OF COMPLAINT
01
1-3-01
69999 '
536 SW 4 St. #3
Crew -rude Refused xport
R4
U
Unsubstantiated no further action taken
02
1-25-01
658& 668
Miami Police
Refused xport to preferred
hospital
R6
T
Treatment met protocol.
03
2-8-01
6285
6404 NW 12 ct
Crew -rude/ Refused xport to
referred hospital
R30
U
Unsubstantiated /no further action taken
04
2-07-01
2848
C G Hospital.
-Questionable med treatment
R20
T
Unsubstantiated /no further action taken
05
3-1-01
66324
154 NW 18 ct
Crew made rude remarks
U
Informal counseling. No further action.
06
6-22-01
36095
JMH
False med report given to
hospital
R9
O
Unsubstantiated /no further action taken
07
7-02-01
38341
322 NW 43 PL
Lt. -rude Refused xport to
referred hospital
R10
U
Unsubstantiated /no further action taken
08
8-1-01
44666
655 NE 62 St
Did not provide BLS treatment
T
Informal counseling
09
8-16-01
42138
531 SW 10 Ave
Lt. -rude /Refused xport to
hospital
R7
T
Unsubstantiated /no further action taken
10
8-16-01
42150
531 SE 10 Ave
Lt. -rude /Refused xport to
hospital
R7
R4
U
Unsubstantiated /no further action taken
11
8-16-01
47565
742 SW 10 St
Crew made rude remarks
U
Unsubstantiated no further action taken
12
10-3-01
57382
2775 SW 27 Ave
Lt. was rude & refused to give
ID
R28
U
Spoke with the crew/no further action taken
13
10-4-01
57869
2954 SW 16 Ter
Crew made rude remarks
R7
U
Unsubstantiated no further action taken
14
10-2-01
57177
890 NW 45 Ave
Crew made rude remarks
R20
U
Left mess. has not called back/pending
15
10-3-01
57586
L100 NW Miami Ave
Lt.- rofani Rou h treatment
R1
U
Substantiated/ informal counseling
16
10-3-01
38370
322 NW 43 pl
Refused xport to preferred
hospital
R20
T
To mgmt serv. 11-09-01. Pending.
17
8-13-01
47101
5510 NW 1 Ave
Rude Unprofessional behavior
R9
U
Lt. Disciplined -failure to supply name rank.
18
10-29-01
Station 12 -
Excessive use of sirens
12
0
Spoke with all shifts
19
11-7-01
73377
2639 se 34 Ave
Lt. -crew made rude remarks
U
Pending
20
11-14-01
66450
3515 SW 37 Ave
Late arrival/ not preferred
hospital
R8
T
Pending
21
11-19-01
1 N/A
11370 NW 63 street
Lt. was rude
R12
U
Pending
i — i reaanent = u
U — Unprofessional —13
O — Other -- 2
E — Ethnic - 0
is
Is
Miami Fire -Rescue
Complaints -Service
2000
DATE
ALARM#
INCIDENT LOCATION
UNrr #
CLASS
COMPLAINT TYPE
DISPOSITION OF COMPLAINT
1
12 24 00
72035
195 and 79 Str.
R29
T
Rou h treatment
Treatment met Protocol. No further action.
2
12/08/00
68806
JMH
R4
U
Conflict with JMH
personnel
Informal counseling
3
10/00
66324
1818 SW 22 Ave
R7
U
Crew made rude
comments
Unsubstantiated/no further action
4
10 20 Od
58617
1818 NW 22 ave
R7
U
Lt.- nide comments
Unsubstantiated no further action
5
09/25/00
58394
150 N.E. 70 St.
S9
E
Capt. Rude/ emer.
unimportant
Unsubstantiated /no further action
6
09/13/00
1 51557
3330 N.W. 14 St,
R10
T
Treatmen t fell off cot
Unsubstantiated no further action
7
08/15/00
45970
Hadley Pool
S12
U
Lt.- rude comments
Unsubstantiated no further action
8
0$ 11 00
44905
3250 S.W. 22 Terr.
R8
T
Refused xport
Unsubstantiated no further action
9
08 i0 00
44660
JMH South Wing
R5
U
jngppro nate comments
Unsubstantiated no further action
10
08 03 00
43481
1462 N.W. 3 St.
R3
T
Refused xport
Informal counseling
11
07/28/00
42189
1142 S.W. 4 St.
R44
O
Grabbed & choked patient
Unsubstantiated no further action
12
07117100
40115
Sylvester Cancer CTR
Rya
U
Lt. ar ued with nurses
unsubstantiated no further action
13
05/22/00
35000
5246 N.W. 8 Ave.
S6
U
Inappropriate comments
Complainant withdrew complaint
14
06 i 00
34386
JMH
S12
U
Conflict with nurses
unsubstantiated no further action
15
05 27 00
29811
3671 South Miami Ave.
R8
U
Ina ro nate comments
Unsubstantiated no further action
16
05/26/00
29604
5403 N.W. 7 Ave.
R9
T
Refused relative ride with
atient to hospital
Unsubstantiated /no further action
17
05/20/00
2$295
76 N.W. 77 St.
R9
T
Grabbed patient by the
neck
Could not contact complainant
18 1
05/14100
27054
640 N.E. 78 St.
Al
T
Crew i nored him & left
Could not contact complainant
19 1
05/13/00
26798
10 Ave., S.W. 9 St.
R4
T
Didnt x port minor to
hos
Unsubstantiated /no further action
20
05/06/00
25362
3800 N.E. 6 Ave., Apt.
110
R6
U
Crew Rude treatment of
qrandson
Unsubstantiated /no further action
21
05 04 00
24765
2020 S.W. 4 St.
R4
T
Unnecessary Treatment
No further action
22
04/29/00
24096
154 N.E. 59 SV
R9
T
Crew -Unprofessional
treatment
Spoke with crew /no further action
23
04/28/00
24001
JMH, ER
R2
U
Lt. -Confrontation with
doctor
Unsubstantiated /no further action
24
03/18/00
15467
JMH Trauma
R6
U
Capt. -Confrontation with
doctor
Could not contact complainant
25
03/10/00
13787
203 S.W. 21 Ave.
R7
T
Lt.- rude didn't want to
xport patient
Unsubstantiated /no further action
26
03/08/00
13455
2141 S.W. 21 St.
RB
U I
Bad language /refused to
o to preferred hospital
Unsubstantiated /no further action
Miami Fire -Rescue
Complaints -Service
2000
27
03/08/00
13477
Oak and Elizabeth
R8
U
Arguing with pts mother
Unsubstantiated no further action
28
03/05/00
12810
1711 S.W. 68 Terr.
R9
U
Crew rude comments
Complainant rescinded complaint
29
03/01/00
11997
1600 N.W. 10 Ave.
R5
T
Medical treatment
Informal counseling/Do further action
30
02/24/00
10869
880 N.E. 69 St.
R9
U
Shouted at patient
Informal coun2� no further action
31
02/23/00
10712
836 Toll Plaza
R7
T
Crew refused to provide
treatment
Protocol was followed/ no further action
32
02/23/00
10711
5101 W. Flagler St.
S10
T
Did not x port pt to
hospital
Unsubstantiated /no further action
33
02/21/00
10293
456 S.W. 8 St.
R44
U
Crew -Inappropriate
comments threats
Unsubstantiated /no further action
34
02/17/00
9058
4510 N.E. 2 Ave.
R6
T
Crew -Rude treatment
Unsubstantiated no further action
35
02/12100
8476
1925 N.W. 14 St.
R7
0
tate arrival pt. was DOA
Unsubstantiated /no further action
36
02/10100
8334
2119 N.W. 13 St.
R7
T
Refusal transport.
Unsubstantiated Ino further action
37
01/26/00
4991 &
4994
5515 N.W. 6 Pi, #1
R6/R9
T
Didn't xport pt to hospital
Unsubstantiated /no further action
38
01/18/00
3761
Cedars Hospital
R9
U
Conflict with physician
Unsubstantiated no further action
39
01/15/00
3013
220 N.W. 8 Ave. #10
R3
U
Unprofessional treatment
Unsubstantiated no further action
40
01/11100
2356
MDCC College
S6
U
Unprofessional treatment
Complainant rescinded complaint
41
01/3/00
2596
5821 N.W. 8 Ave.
S6
U
Crew- rude comments
Unsubstantiated no further action
42
01/09/00
1867
1398 S.W. 1 St.
R3
U
Rude comments
Unprofessional
Unsubstantiated /no further action
T — Treatment = 17
U -- Unprofessional — 22
0—Other-2
E — Ethnic - 1
0
0
Miami Fire -Rescue
Complaint -Service
1999
J - i reatment = 8
U - Unprofessional -15
0 - Other - 4
I E - Ethnic - 2
0
DATE
ALARM#
INCIDENT LOCATION
UNIT #
CLASS
COMPLAINT
DISPOSITION OF COMPLAINT
1
1 10/99
68022
3082 NW. 15 St.
R10
T
Refused to xp2rt to hospital
Unsubstantiateqj Informal counseling
2
11/19/99
62149
3521 NW 19 Terr.
RIO
E
Lt: threat / didnt xport to
referred hospital-
Unsubstantiated/ no further action
3
09/29/99
52337
501 NW. 57 Ave. #20
Sii
U
Crew rude
Unsubstantiated no further action
4
09/14/99
49408
319 SW 13 Ave.
R4
U
Crew very rude
Unsubstantiated Informal counseling
5
09 05 99
47709
2820 NW 23 Ave. #A3
R6
O
Took too long
Unsubstantiated no further action
6
09/05/99
47710
2820 NW 23 Ave.
R6
O
asset pt for another pt.
Unsubstantiated no further action
7
06/27/99
46053
1554 N.W. 3 St., #4
R3
O
Told xport to hospital costs
300.00
Unsubstantiated/ no further action
8
08/11 /"
42778
400 N.W. 2 Ave. Comm.
S1
U
Extremely rude & unprofessional
Unsubstantiated no further action
9
90/13/99
43327
3859 Washington Ave.
R88
U
In rncdate comments
Unsubstantiated no further action
10
08 07 99
42170
1127 N.W. 3 St.
S5
T
Refuse . xport patient
Unsubstantiated no further action
11
08/07/99
42159
1127 NW 3 street
R5
U
comments
Unsubstantiated no further action
12
1 07/27/99
39887
838 N.E. 86 St.
R9
T
_11appropriate
Refused to xpgrt patient
Unsubstanti2!i2gj no further action
13
1 07/21/99
38551
3300 BipyiMe Blvd.
S2
U
Inappropriate comments
Unsubstantiated/ no further action
14
1 06/28/99
34087
540 SW 5 St. #2
R3
U
rude & unprofessional
Spoke with qLwl no further action
15
16
1 06/27/99
04/14/99
33609
19799
1371 NW 64 St.
5271 NW. 2 Terr.
R9
Sil
T
U
Inappro date treatment
Inappro We comments rude
Spoke with qtwj no further action
Informal counseling
17
04/07/99
18545
3500 NW 14 St.
R10
T
Inappropriate med
treatment
Unsubstantiated/ no further action
18
03/08/99
12770
1010 NW 11 St. #509
R3
U
Threats/inappropriate treatment
Unsubstantiated no further action
19
03-06.99
12353
439 NW 95 street#26
S!
U
Inappropriate comments
roWi used
Left messages/ caller did not call back
20
02/26/99
10774
1200 SW 1 St., CAC
R3
U
InappTRriate comments
Unsubstantiated no further action
21
02/15199
8708
2472 SW 10 St.
R7
T
treatment
Unsubstantiated no further action
22
0 12/99
8244
1822 NW 4 St
S7
T
-Inappropriate
Refused to M2d patient
Unsubstantiated no further action
23
02/10/99
7883
1475 NW 12 Ave.
R5
U
Crew-veq unprofessional
Unsubstantiated no further action
24
01/30/99
5699
1206 NW 67 St.
S12
U
FF. very rude
Unsubstantiated no further action
25
01/24/99
4511
2970 5W. 9 St.
S7
U
Yna ro riate comments - Lt.
Unsubstantiated no further action
26
1-29-99
5433
3160 SW 25 Street
R8
0
Crew Refused to ID/ yelling at
Unsubstantiated/ no further action
27
01 19 99
3685
2487 SW 16 Terr.
S7
U
I Inappropriate comments
Informal counseling.
28
0!11§L99
3527
690 NW 60 5t.
R9
E
Lt- rude
Unsubstantiated no further action
29
1 01/13/99
1 2190
136 NW 57 St.
R9
T
Inappropriate med treatment
Unsubstantiated no further action
J - i reatment = 8
U - Unprofessional -15
0 - Other - 4
I E - Ethnic - 2
0