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Chapter 13
Communications
DOT
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
U.S. DOT Objectives Directory
U.S. DOT Objectives are covered and/or supported by the PowerPoint™ Slide
Program and Notes for Emergency Care, 11th Ed. Please see the Chapter 13
correlation below.
*KNOWLEDGE AND ATTITUDE
• 3-7.1 List the proper methods of initiating and terminating a radio call. Slides 17,
27
• 3-7.2 State the proper sequence for delivery of patient information. Slides 24-26
• 3-7.3 Explain the importance of effective communication of patient information in
the verbal report. Slides 28-30
• 3-7.4 Identify the essential components of the verbal report. Slides 28-30
• 3-7.5 Describe the attributes for increasing effectiveness and efficiency of verbal
communications. Slides 28-30
• 3-7.6 State legal aspects to consider in verbal communication. Slide 18
• 3-7.7 Discuss the communication skills that should be used to interact with the
patient. Slides 31-39
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
U.S. DOT Objectives Directory
*KNOWLEDGE AND ATTITUDE
• 3-7.8 Discuss the communication skills that should be used to interact with the
family, bystanders, and individuals from other agencies while providing patient
care, and the difference between skills used to interact with the patient and
those used to interact with others. Slides 31-39
• 3-7.9 List the correct radio procedures in the following phases of a typical call
(Slides 19-22):
–
–
–
–
–
–
•
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To the scene
At the scene
To the facility
At the facility
To the station
At the station
3-7.10 Explain the rationale for providing efficient and effective radio
communications and patient reports. Slides 15-18, 23, 27
(cont.)
Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
U.S. DOT Objectives Directory
*SKILLS
• 3-7.11 Perform a simulated, organized, concise radio transmission.
• 3-7.12 Perform an organized, concise patient report that would be given to the
staff at a receiving facility.
• 3-7.13 Perform a brief, organized report that would be given to an ALS provider
arriving at an incident scene at which the EMT was already providing care.
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Three Types of EMS
Communication
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Three Types of EMS
Communication
Radio communication
Verbal reports
Interpersonal
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Components of a Radio
Communication System
Base station
Two-way mobile radio
Portable radio
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Base Station
A base station is a two-way radio at a
fixed site such as a hospital or
dispatch center. The base station can
serve as a dispatch and coordination
hub, and ideally is in contact with all
other elements of the system.
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Mobile Two-Way Radios
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Portable Radios
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© Ray Kemp/911 Imaging
Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Cell Phones
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Repeaters
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Radio System Maintenance
Back-up radio system in case of
equipment failure
Daily radio checks and battery
charging
Maintenance by qualified technicians
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Radio System Components
Radio frequencies are assigned and
licensed by the FCC (Federal
Communications Commission).
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Communication
Principles
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Communication Principles
Radio reports must be concise,
organized, and pertinent.
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(cont.)
Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Communication Principles
Listen before transmitting.
Press “Push To Talk (PTT) button
one second before speaking.
Speak slowly and clearly.
Avoid slang, codes, and profanity.
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Communication Principles
Do not give a patient's name over
the air.
Consider using land line or cell
phone for privacy.
Provide objective information.
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Communication with
Medical Direction
and Dispatch
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Reasons to Communicate
with Dispatch
Location of call and information
When en route to scene
Upon arrival at the scene
When en route to hospital
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Reasons to Communicate
with Dispatch
Request additional resources
Advise when at hospital
Advise when leaving hospital
Report unusual situations
Request assistance
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(cont.)
Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Reasons to Communicate
with Medical Direction
Consultation
Obtain orders for medications/
interventions
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Medical Radio Report
Provides patient information to
hospital
Allows hospital time to prepare
A quality report “paints a picture” of
the patient with words.
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Radio Report Content
Unit and level of provider
Estimated time of arrival
Patient's age and sex
Chief complaint
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Radio Report Content
Brief, pertinent history of present
illness
Major past illnesses
Mental status
Vital signs
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(cont.)
Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Radio Report Content
Pertinent findings of the physical
exam
Emergency medical care given
Response to emergency medical
care
Questions/orders from medical
direction
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Communication with Medical
Direction
After
receiving
an order:
Repeat the order back
word-for-word.
Question orders that are
unclear or appear to be
inappropriate.
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Verbal
Communication:
At the Hospital
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Verbal Communication:
At the Hospital
Introduce the patient by name
(if known).
Summarize information from the
radio report.
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Verbal Communication:
At the Hospital
Provide any additional information
and changes since radio report.
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Interpersonal
Communication
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Maintain Eye Contact
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Be Aware of Your Positioning
and Body Language
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Interpersonal Communication
Principles
Be honest.
Use language that the patient
can understand.
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(cont.)
Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Interpersonal Communication
Principles
Use the patient’s proper name. Ask
the patient what he/she wants to be
called.
Act and speak in a calm, confident
manner.
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Interpersonal Communication
Principles
Allow the patient enough time to
answer each question.
LISTEN!
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Interpersonal Communication
Principles
Be aware of disabilities that impair
communication.
Interpreters may be needed with
non-English-speaking persons.
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Interpersonal Communication
Principles
Elderly patients may have visual or
auditory deficits.
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Pediatric Note
It is often best to involve parents
when communicating with a child.
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Review Questions
1. List several guidelines for proper use
of the EMS radio system.
2. List the steps of a medical radio
report and describe the
communication that may be
necessary during each part.
3. List several guidelines for effective
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interpersonal communication with
patients.
Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Street Scenes
What type of scene safety
information do you want to know
from the sheriff’s deputy?
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Should you contact the First
Responders or wait until they
contact you?
(cont.)
Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Street Scenes
What patient information would be
helpful to know?
What information should be provided
to the incident commander upon
arrival?
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(cont.)
Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Street Scenes
What type of coordinated effort
between Ambulance 40 and Fire
Rescue 8 should be done to ensure
the best care?
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ
Street Scenes
What information about both the
patient’s condition and the landing
zone need to be relayed to the
helicopter?
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Limmer et al., Emergency Care, 11th Edition
© 2009 by Pearson Education, Inc., Upper Saddle River, NJ