📍 Caring Hearts and Hands — 1307 W Broadway, Columbia MO, 65201
Nov 3, 2023 → Oct 22, 2025
✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (7 biz days early)
Active: 472 biz days
Paused: 17 biz days
🕐 Clock stopped: Completed (Oct 22, 2025)
419d
▶ Clock Running
Status: Created
Nov 3 → Jul 14, 2025
419 business days (counted)
Running total: 419 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 14 → Jul 14, 2025
0 business days (counted)
Running total: 419 of ? biz days used
▶ Clock Running
Status: Canceled
Jul 14 → Aug 25, 2025
30 business days (counted)
Running total: 449 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 25 → Aug 25, 2025
0 business days (counted)
Running total: 449 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 25 → Aug 25, 2025
0 business days (counted)
Running total: 449 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 25 → Sep 9, 2025
10 business days (counted)
Running total: 459 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 459 of ? biz days used
▶ Clock Running
Status: Reschedule
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 459 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 9 → Oct 2, 2025
17 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 2 → Oct 6, 2025
2 business days (counted)
Running total: 461 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 6 → Oct 13, 2025
4 business days (counted)
Running total: 465 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 13 → Oct 16, 2025
3 business days (counted)
Running total: 468 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 468 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 16 → Oct 22, 2025
4 business days (counted)
Running total: 472 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 472 of ? biz days used
Created: Nov 3, 2023Completed: Oct 22, 2025
Show SLA Clock Detail (15 periods)
Period
Status
Clock
Biz Days
Running Total
Nov 3 → Jul 14
Created
▶ Running
419
419
Jul 14 → Jul 14
Ready for Scheduling
▶ Running
0
419
Jul 14 → Aug 25
Canceled
▶ Running
30
449
Aug 25 → Aug 25
Ready for Scheduling
▶ Running
0
449
Aug 25 → Aug 25
Assigned
▶ Running
0
449
Aug 25 → Sep 9
Scheduled
▶ Running
10
459
Sep 9 → Sep 9
Tech On Site
▶ Running
0
459
Sep 9 → Sep 9
Reschedule
▶ Running
0
459
Sep 9 → Oct 2
Awaiting Parts - Customer
⏸ Paused
17
—
Oct 2 → Oct 6
Ready for Scheduling
▶ Running
2
461
Oct 6 → Oct 13
Assigned
▶ Running
4
465
Oct 13 → Oct 16
Scheduled
▶ Running
3
468
Oct 16 → Oct 16
Tech On Site
▶ Running
0
468
Oct 16 → Oct 22
Scheduled
▶ Running
4
472
Oct 22 → Oct 22
Tech On Site
▶ Running
0
472
Material Management17.9d
Holding419.2d (excluded)
Coordinators26.4d
Field Work0.8d
Billing0.0d
✓ SLA Met
Material Management
17.9 days
Holding(excluded from total)
419.2 days
Coordinators
26.4 days
Over SLA
Field Work
0.8 days
Billing
0.0 days
Created: Nov 3, 2023
Due: Oct 31, 2025
Completed: Oct 22, 2025 (9 days early)
📅
489.2 daysTotal Age
⏱️
419.2d in On HoldLongest Stage
🔄
17 transitionsStatus Changes
⚠️
19.0d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
15 linesWork Details
🚩
3 visitsOn-Site Trips
👤
Self-ScheduledScheduling
🚩
3 On-Site Visits
(1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Blake Ward — scheduling delays attributed to technician, not coordinators
Visit 1Sep 9, 2025
Visit 2Oct 16, 2025
Visit 3Oct 22, 2025
AI Analysis
Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 852 days old
🚨
Primary Delay419.2 days stuck in "On Hold"
⏱️
Total Delay19.0 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
419.2d
Ready for Scheduling
2.9d / 1.0d SLA
Canceled
30.5d
Assigned
5.0d / 0.5d SLA
Scheduled
18.4d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Awaiting Parts - Customer
17.9d
Completed
0.0d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
10/16 KKelch called the site to reschedule for 10/22 between 12 and 2 pm. Customer confirmed.
10/13 KKelch called site to schedule for 10/15 between 12:30 and 2:30 pm. Customer confirmed.
10/8 KKelch called site to schedule for 10/9 between 12:30 and 1:30 pm. Left VM.
10/2/25 NB - updated WO to RFS. Screenshot of parts arrival on 9/12 posted in chatter.
9/9 KKelch-placed WO in Awaiting Parts-Customer pending parts shipping
8/25 KKelch called site to schedule for 9/9 between 9 and 10 am. Customer confirmed.
8/25/25 NatoshaB - Unit now located at Caring Hearts and Hands in MO. Added new location & contact info to WO (573-530-6224
gcox60@gmail.com) & put into RFS status. Ferno placed parts order to be shipped to site on today's date.
7/14 NB - Per Ferno sheet - SN is highlighted as 'SOLD'. Closing WO
🔧Work Performed
10/22 BW-Removed front legs and installed new 28Z Courtesy Upgrade Kit per instructions. Tested all functions and confirmed unit is working properly.
🔍Technician Findings
10/16 BW- Unit not available for service. Customer said they were waiting for a patient arrival and the stretcher would be available in 1 hour.
Waited over an hour and stretcher still not available.
10/22 BW-No damage found. All functions work properly. Found Pro28Z needs courtesy upgrade.
⚠️Problem Description
Please complete Pro28Z Courtesy Upgrade
Take current Pro28Z trunk stock with you onsite in case of repairs found
Tech Findings: Please list the state of the cot upon arrival documenting any damage found. Take photos of any customer damage and attach to the work order
Work Performed: List the actions taken to complete the upgrade and the final condition of the cot.
If repairs are needed: please contact Ferno (repairs are out of scope to project and so require approval)
1-800-733-3766 Option 4
or
937-283-2855
State your name and that you work at EMSAR onsite at a Pro28Z Upgrade and found a repair
Describe the repair needed
Ask if it is covered under warranty and confirm they are shipping parts.
Technician must still update the tech findings/ work performed and enter the parts order on the work order- Note in the Shipping and Receiving notes 'Ferno Shipping parts'
Work Order will update to Awaiting Parts.
Once tracking is received in Dispatch will update the order status to reschedule and enter the tracking on the work order & place into reschedule
WDL:
Upgrade: Flat rate charge
Out of Scope Labor: to capture repairs
Use your travel and mileage WDL as well - these are covered under the flat rate cost for the project
Kit Part Numbers to be consumed in parts
0800659 Leg Upgrade Kit
0806070 Safety Lock Kit
Select 'Customer Supplied Part'
Please see link for letter of authorization and reference to training material.
https://emsar.sharepoint.com/sites/EMSARTechOps/Technical%20Document%20Library/Forms/AllItems.aspx?csf=1&web=1&e=alr9Yt&cid=feb00817%2Dc80e%2D4c7f%2Da4ad%2D21314f625cf1&RootFolder=%2Fsites%2FEMSARTechOps%2FTechnical%20Document%20Library%2FFerno%2FEMS%2FAmbulance%20Cots%2FManual%20Cots%2FPro%2028Z%20Cot%2FFerno%20Voluntary%20Product%20Correction%20Pro%2028Z%20Leg%20Assembly&FolderCTID=0x01200007AEA6501CDD1040A6ACB2A37FDB4D03
📄Description
Ferno Model Pro 28Z Chair Cot
📋
Outbound to +15735306224
Completed Oct 13, 2025
10/13 KKelch called site to schedule for 10/15 between 12:30 and 2:30 pm. Customer confirmed.
📋
Outbound to +15735306224
Completed Oct 8, 2025
10/8 KKelch called site to schedule for 10/9 between 12:30 and 1:30 pm. Left VM.
📋
Outbound to +15735306224
Completed Aug 25, 2025
8/25 KKelch called site to schedule for 9/9 between 9 and 10 am. Customer confirmed.
Aug 25, 2025 1:28pm
@Lauren Oberg Updated WO for the upgrade Whitney emailed about this morning. It's back in RFS status.
Sep 9, 2025 12:15pm
@Natosha Beierschmitt Did we ever get tracking for this?
📅
WO-01087939 - Upgrade - Pro 28Z - Columbia - Caring Hearts and Hands
Oct 22, 2025 1:00pm – 6:00pm
Work Order: WO-01087939
Account: FERNO
Customer Case Number:
Location: Caring Hearts and Hands
Address: 1307 W Broadway, Columbia, MO 65201
Manufacturer: Ferno
Model #: Pro 28Z
Serial #: 21F007301
Contact Name:
Contact Phone: 573-530-6224
Contact Email: gcox60@gmail.com
Due Date: 10/31/2025
Schedu