COMMUNICATIONS

Patient Care Does Not Stop at Assessment & Treatment. The Ability to Communicate Effectively, Both Verbally & Written, is Essential for the Continuum of Care.

OVERVIEW

• Communication Skills When Interacting With the Patient
• Radio Procedures at Various Stages of a Call
• Delivery & Format of a Radio Report to the Hospital
• Delivery & Format of a Verbal Report at the Hospital

COMMUNICATIONS

• To The Scene
• Patient è Caller è Call Taker è Dispatcher è EMS Station è EMS Unit è ç Dispatcher
• At The Scene
• EMS Crew è ç Patient, Family, Bystanders, Other Responders
• From The Scene
• EMS Unit è ç Dispatcher / EMS Unit è ç Medical Command / EMT è ç Patient

COMMUNICATIONS

• At The Hospital
• EMT è ç Nurse, Doctor, Registration, Patient, Ancillary Services
• After The Call
• EMS Unit è ç Dispatcher / Written Communication (Trip Sheet)

COMMUNICATIONS

• Westmoreland County EMS Frequencies
• 155.160 Dispatch
• 155.340 HEAR (National Frequency)
• 155.280 Westmoreland County Hospitals
• 155.400 Allegheny County Hospitals

COMMUNICATIONS

• FCC – Federal Communications Commission
• Regulatory & Licensing Agency

COMMUNICATION

• Repeater
• Receives Low Power & Retransmits High Power
• Uses Different Frequencies
• Cell Phones
• Minitors / Monitors
• Alpha mate Pagers
• Digital Radios

SYSTEM MAINTENANCE

• Radio Checks & Battery Charging
• Routine Maintenance
• Changing Technologies
• 800 MHz System
• Back-Up
• Must Have A Back-Up Plan to Contact Medical Command

Communication Principles

• Radio reports must be concise, organized, and pertinent.
• Listen before transmitting.
• Press "Push To Talk (PTT) button one second before speaking.
• Speak slowly and clearly.

RADIO RULES

• Speak English
• Avoid "Codes"
• Who R U Calling, Who R U
• Monotone Voice
• No Profanity
• Brief / Concise
• Don’t Use the Patient’s Name

RADIO RULES

• Loud Ambient Noise Don’t Yell Into Radio
• Courtesy is Assumed, No - Thank You, Please
• Avoid Yes / No – Use Affirmative / Negative
• You Are Not the Only One On That Frequency

DISPATCH COMMUNICATIONS

• Receive Call - Location & Information
• Acknowledge Call
• Call Unit Enroute with Staffing (ALS / BLS)
• Call Unit On-Scene
• Call Unit Enroute to the Hospital
• Call Unit Arriving At the Hospital (Out At)
• Call Unit Back In-Service

DISPATCH COMMUNICATIONS

• Request Assistance
• Report Special or Unusual Situations
• Report Units Out of Service

Medical Radio Report

• Provides patient information to hospital
• Allows hospital time to prepare
• Quality report "paints a picture" of the patient with words

CALLING COMMAND

• Identify Yourself & Unit
• Notification or Command
• Age & Sex of the Patient
• Chief Complaint
• Onset
• PMHx

CALLING COMMAND

• Assessment Findings
• Vitals & Exam
• Meds & Allergies ?
• Treatment Given
• ETA
• If Given Orders – Repeat Word for Word
• If Inappropriate – Question the Doctor

Communication with Medical Direction

• Repeat the order back
  word-for-word.
• Question orders that are
  unclear or appear to be
  inappropriate.

VERBAL COMMUNICATION

• Arrival In Hospital
• Introduce Patient to Staff
• Summarize Report
• C/C, PMHx, Treatment, Changes, Allergies
• Medications
• Names, Dosage, Frequency Taken

VERBAL COMMUNICATION

• Talking With the Patient
• Make Eye Contact
• Be Honest
• Use Language Patient Understands
• Use Proper Names
• Not Honey, Dear, Sweetie

VERBAL COMMUNICATION

• Talking With the Patient (cont.)
• Watch Your Body Language
• Speak Clearly, Slowly, Distinctly
• Allow the patient enough time to answer each question.
• LISTEN!

COMMUNICATION COMPLICATIONS

• Non-English Speaking
• Interpreter
• Hearing Impaired / Deaf
• May Read Lips
• Sign Language

COMMUNICATION COMPLICATIONS

• Elderly
• Visual Impairment
• Hearing Impairment
• Pediatrics
• Involve Parents With Communications With Kids