Effective Engagement with Medical Support Vendors: Top Strategies for Venues

Creating an exceptional guest experience is at the forefront of all event planning and venue management activities. Since safety and well-being significantly influence the guest experience, medical support is an essential part of planning, no matter the size or type of event. 

At Joffe Emergency Services, we understand the relationship between venues and medical support vendors, because our areas of expertise focuses on this intersection.  We want to share our insights with industry professionals to help you achieve a safe and successful event. To learn more, I sat down with Jeff Goran,  Regional Event Safety Manager to discuss how venues can successfully engage with a vendor for medical support. 

Understanding the Client’s Needs

Jeff began our conversation by emphasizing: “The client is the customer, even if they are not the patient.” He explained that effective medical services must address the needs of more than just the guests of the event. In actuality, sometimes a significant number of people we end up helping at any event are the staff and vendors who are working.  “Our job is to take the complexity of medical planning and service delivery off their plate,” Jeff said. Venue managers know and understand their event unlike anyone else, so it’s crucial for medical support vendors to utilize this expertise to collaborate and address the unique needs of each event. 

Assessment and Planning

When it comes to assessing the medical needs for an event, Jeff advises that venues start with the mindset of “when, not if.” He highlighted the importance of clear communication and discussing expectations about service delivery. “Understanding the roles and scope of hired health care professionals will help decision makers put together the best medical team,” Jeff noted. This means it is beneficial for venue management teams to develop at least a basic understanding of what level of service is being provided, as well as what capabilities each member of the team has. 

Additionally, transparency about the event’s nature is key. “Venues have to be honest and open with providers about what is actually going to be happening during the event,” he added. This helps in preparing the medical team adequately. Jeff also mentioned the importance of planning for contracts to include additional times beyond the event duration, such as load-in or load-out times, to ensure continuous coverage.

Strategic Stationing

Strategically placing medical teams and equipment around the event venue is essential for efficient response. Jeff suggested dividing teams between mobile and  static positions. “Generally, static teams should be easily accessible and at a place that is open to everyone,” he said. Mobile teams, on the other hand, should be near natural places of congregation depending on the event. He also emphasized the need for patient treatment areas that provide a certain level of privacy, as well as the value of incorporating additional rovers for added support.

Technology Integration

Technology plays a significant role in managing medical coverage during an event. Jeff talked about the importance of planning day-of communications. “The minimum is for event managers to be ready to trade phone numbers across vendor partners, which is less preferable to a security or show radio system,” he explained. Involving management in the process and setting clear thresholds for communication and notification of venue management are also critical for seamless operations.

Training and Preparedness

Jeff stressed the importance of incorporating medical teams in training and drills. “The more that venues incorporate medical teams in training and drills, the better,” he said. This ensures that everyone is on the same page and prepared for any situation, even in low-call, low-stress environments. 

Preparing for Hospital Transport 

Jeff shared that returning people to the event as quickly as it is safe to do so is a core value, but it’s not always possible as some guests will need hospital treatment. This requires careful planning on the venue’s part when it comes to addressing what happens  between the first contact with the guest and departure for the hospital.  “Proximity to major medical centers is not a medical plan,” he stated, emphasizing that the closest hospital may not always be the best option. Decisions about hospital destinations are made by medics and coordinating centers after the hand-off with the transporting agency. 

Conclusion

Properly planning for medical support at events is a multifaceted process that requires careful consideration and strategic planning. By engaging with a vendor that understands the event’s needs, chooses the right personnel, strategically positions medical teams, integrates technology, and emphasizes training, venues can be better prepared to address medical emergencies that may arise.

At Joffe Emergency Services, our extensive experience as an event  medical support vendor enables us to provide top-notch service and valuable insights to our clients. We are dedicated to helping industry professionals enhance their event safety measures. For more information and resources, check out our Free Event Safety Guide for everything you need to know to start making your events safer.