Denver Auditor Timothy M. O’Brien— Denver’s Emergency Medical Response System Faces Scrutiny

Denver, CO — In a recent audit conducted by Denver Auditor Timothy M. O’Brien, CPA, the Department of Public Safety, which encompasses Denver 911, Denver Fire, and the emergency medical services from Denver Health, has come under scrutiny for failing to meet key response time goals and lacking comprehensive policies and procedures.

Denver Auditor’s Findings and Recommendations

Response Time Goals Not Met

The audit revealed that between May 2023 and March 2024, Denver 911, Denver Fire, and Denver Health consistently failed to meet the response time goals. Specifically, the agencies did not achieve the target call answering time of 15 seconds 90% of the time, alarm-processing time of one minute and 30 seconds 90% of the time, and assign-to-arrive time of five minutes for Denver Fire and nine minutes for Denver Health. The Auditor recommends that the agencies assess staffing levels and response time goals to improve the quality of emergency medical services.

Inadequate Understanding of Total Response Time

The city lacks a comprehensive understanding of the total time it takes to respond to a medical emergency. The current response time goals do not reflect the actual experience of callers and patients and do not align with national standards. The Auditor recommends measuring and tracking the complete total response time from the moment a call is placed to when help arrives at the patient’s side.

Ineffective Emergency Medical Response System Advisory Committee

The Emergency Medical Response System Advisory Committee was found to be ineffective due to a lack of structured meeting practices. The absence of formalized policies and procedures hinders necessary collaboration and communication. The Auditor recommends developing and implementing formal policies and procedures for conducting committee meetings.

Incomplete Policies and Procedures for Response Time Reporting

Policies and procedures for analyzing and reporting emergency medical response time data are incomplete. This lack of detail makes it difficult for someone unfamiliar with the processes to replicate them. The Auditor recommends developing and implementing comprehensive policies and procedures for data analysis and reporting.

Department of Public Safety’s Responses

The Department of Public Safety agreed with several of the Auditor’s recommendations, including regularly assessing Denver 911 staffing levels and using the results to request more staff (Implementation Date: June 1, 2024). It also agreed to ensure emergency medical response time goals are realistic by conducting an assessment of relevant factors (Implementation Date: June 30, 2026). The department would also begin to develop and implement written policies and procedures for conducting committee meetings (Implementation Date: Dec. 31, 2025).

However, the department disagreed with the recommendation to measure and track the complete total response time from the time a call is placed to when help arrives at a patient’s side. It also disagreed with the recommendation to leverage total response time data for increased alignment with emergency medical response time standards.

Why This Audit Matters

The audit’s findings highlight critical areas in Denver’s emergency medical response system that require immediate attention. The failure to meet response time goals and the lack of comprehensive policies not only affect the efficiency of emergency services but also pose potential risks to patient safety. Implementing the Auditor’s recommendations could lead to significant improvements in service delivery and ensure that Denver residents receive timely and effective emergency medical care.

As the city moves forward, it will be crucial for the Department of Public Safety to address these issues and work towards a more efficient and reliable emergency response system.

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