Ensuring operational excellence

Congratulations on your recent promotion to Medical Regulator Supervisors at EAA! Could you share with us what responsibilities and tasks this role entails?

As Medical Regulator Supervisors, we share the responsibility of ensuring operational excellence and team cohesion. Our key tasks include supervising the training of new colleagues, fostering high-quality work within the team, and coaching the medical regulators. We manage the network of ground ambulance partners, oversee reporting and statistical analysis, and act as vital links between the medical regulators team and medical managers. Additionally, we serve as the primary points of contact with the Operations Control Center Manager and the Business Development Manager, facilitating effective communication and collaboration. We contribute to the development and implementation of new processes, ensuring seamless integration while maintaining strong connections with internal and external customers.

Besides your role as Medical Regulator Supervisors, are you involved in other tasks within EAA?

Miguel Perez Sanchez: In addition to my role as a Medical Regulator Supervisor, I am actively engaged in various responsibilities within EAA. Since 2012, I have been working with Luxembourg Air Rescue, EAA’s parent company, as a flight nurse and rescue helicopter paramedic. In 2013, I joined the medical regulator team, and I continue to contribute to its operations. More recently, I have also taken on the role of a medical instructor, further enhancing my involvement in training and development within the organisation. One key aspect I want to highlight is that all medical regulators at EAA are also flight nurses and fly regularly on our Learjet 45XR and Challenger 605 air ambulance aircraft. This dual role allows us to understand both the frontline and behind-the-scenes aspects of our operations, ensuring the reliability of EAA medical services.

Christian Spangenberg: I joined Luxembourg Air Rescue/European Air Ambulance in 2008. In 2010 I became Paramedics Team Leader of the cross-border helicopter ‘Air Rescue 3’, which operates in Luxembourg’s Greater Region, especially in Germany. For 14 years now, I have been training doctors, technical crew members and pilots in the field of Aeromedical Crew Resource Management to improve patient safety and flight safety within the EHAC (European HEMS and Air Ambulance Committee) Network. Since 2019 I have been coordinating EAA’s air ambulance missions in our Operations Control Centre at Luxembourg Airport, but I also continue to fly on our air ambulance aircraft on worldwide missions. In my new role I aim to strengthen the team processes and create a more efficient working environment within our medical operations.

Can you walk us through how EAA organises air ambulance flights and the role that Medical Regulation plays in this process?

The Medical Regulation is one of the three components active 24/7 in the EAA Operations Control Center, alongside the Sales Department and OPS Department. When a client requests a quote, the medical regulator's primary role is to gather all relevant medical information to determine whether the patient is fit to fly (FTF). If the patient is FTF and the client requests it, the medical regulator will organise ground ambulances and may also assist with bed arrangements. Thanks to EAA's extensive ground ambulance network, developed over the years, we can coordinate such transportation anywhere in the world. The medical regulator maintains continuous contact with the medical team until the patient reaches the destination. This ensures they stay informed about the patient's medical status and can relay this critical information to EAA clients.

Having been with EAA for some time, what significant changes have you observed within the company and the industry as a whole?

The air ambulance industry has evolved significantly. Since we joined EAA, the major change was the shift in aircraft types, which has of course led to longer and more complex flight capabilities. Some years ago, EAA operated exclusively with Learjet 35 and Learjet 45XR aircraft. Over the past years, EAA has acquired two Challenger 605 aircraft for long-haul flights, while continuing to operate Learjet 45XR aircraft for mid-range flights. Innovation has always been one of EAA's core values. Over the years, we have developed specialised neonatal ICU transport units, an infectious disease module, and a platform designed for transporting heavy-weight patients. During the last 15 years, the industry has had to face many challenges such as severe economic downturns, geopolitical crisis, and finally a pandemic. This forced us to adapt, innovate and embrace new technologies. Finally, our team was significantly reinforced over the past years, to almost 200 employees today.