Meet Mina Basra, a Medical Communications Officer in the Operations Control Centre (OCC). We spoke with Mina about her path to Ornge, the importance of timeliness in our operations, and what she enjoys most about working at Ornge.
 
Can you begin by introducing yourself, how long you’ve been at Ornge, and your current role at Ornge?

My name is Mina Basra. I’ve been at Ornge for about two years now working as a Medical Communications Officer (CO-M) in the OCC.

Can you walk me through your path to your current role? Why emergency communications? When did you decide you wanted to go into this field?

Before working at Ornge, I worked at a corporate gym for a few years. I knew I wanted to work in emergency services and was looking into post-secondary education. That’s when I discovered the Emergency Telecommunications program offered at Humber College. I weighed the pros and cons between working front line versus behind the scenes with my strengths and realized Emergency Telecommunications was a better fit for me. During the program, I learned about Ornge and its critical role in emergency and healthcare services. I graduated in December 2022 and have been at Ornge since the following year.

Can you describe the collaboration between the team at the OCC? What coordination is needed amongst you to complete a transport?

We all work together to achieve the shared patient-centric goal of transporting our patients in a safe and timely manner to receive the care they need. A healthcare facility calls with their PTAC number ready and I confirm key details like the overall journey/routing, demographics, medical details, and equipment required during transport. The Transport Medical Physician (TMP) determines the level of care and urgency. Once a resource is assigned by a Flight Planner, I continue to monitor the trip connecting our paramedics with sending and receiving facilities ensuring each stakeholder is appropriately engaged. I also monitor patient transfer requests awaiting asset assignment, and obtain routine patient clinical information updates every 4-12 hours to advise the TMP of any significant changes that may impact level of care and urgency.

What advice would you/do you give to those beginning their careers in the OCC?

Working in the OCC can be a high-pressure, fast-paced environment where clear, concise, and effective communication is critical to saving lives and managing crises. You need to be able to stay calm and focused to think clearly to make better decisions and focus on the urgent tasks first. Multitasking is an important skill as the OCC handles multiple critical transports simultaneously and being able to manage multiple information streams is an asset. You also need to be able to work well as a team. A well-coordinated team can enhance the speed, accuracy, and effectiveness of the transport, which is crucial in the service that Ornge provides.

Who or what are some of the biggest inspirations in your career?

The biggest inspirations in my career are the people that I have the opportunity to work with on a day-to-day basis, such as other CO-Medical and Flight Planners, Adult and Paediatric Transport Medical Physicians (TMP/PTMP), Operation Managers (OM), along with all our paramedics and other stakeholders. They bring a magnitude of expertise and experience that I am constantly learning from. This encourages me to grow my skills and knowledge to be able to better service Ontario every day.

What is your motivation for coming into work each day?

I am driven by the opportunity to care for those who are suffering, improve their quality of life, and sometimes save lives. I feel a sense of accomplishment every time the OCC can facilitate transport safely, knowing the work directly improves a patient’s outcome and makes a positive impact on people’s lives.

Why did you join Ornge’s OCC over other emergency communications centres?

Ornge is a vital part of Ontario’s healthcare system that serves more than 16 million people across the province. It’s a 24/7 operation that has high standards of patient care with expertise in specialized medical care and critical care air and land transport capabilities. I wanted to be a part of that team to be able to help others and contribute to something on a greater magnitude while having a meaningful impact.

How important is timeliness in our operations? How does the OCC assist in improving timeliness in our transports?

Timeliness is critical; how quickly and effectively information is conveyed can make the difference between life and death. The OCC is continuously getting up-to-date information on patient conditions so we can accurately triage resources to be able to provide care and transport as soon as possible. OCC staff are subject to key performance indicators associated with the performance of our duties. This ensures that call-taking, triage, asset selection, weather checks, and stakeholder notifications regarding our ability to respond to their requests are completed in accordance with regulatory and policy requirements.

What does health equity mean to you?

Health equity is about fairness in health, where everyone has the chance to be healthy and access the care they need. It’s also about acknowledging that some areas, such as our northern and remote communities, which are home to the most vulnerable people in the province, may need more resources or support than others to reach the same level of health due to the systemic disadvantages they face.

What is the one thing you enjoy the most about working for Ornge?

Working for Ornge offers numerous professional and personal rewards. It is a fulfilling and dynamic place to work. One thing I enjoy the most about working for Ornge is the continuous learning opportunities for professional development. Whether it’s through specialized training, certifications, or advanced courses, employees are encouraged to continuously develop their skills.

• Inside Ornge