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TOPICS DISCUSSED THIS WEEK
As we mentioned in last bulleting about
Command & Control daily interactive
session.
This week all shifts participated with
T enthusiasm in all sessions occurred.
Protocols were assigned to each
emergency medical dispatcher. This week
H seven protocols were assigned. Each day
one protocol was discussed in every shift
 Unconscious / Fainting
E  Stroke (CVA)
 Convulsions / Fitting
 Back Pain
 Pregnancy / Child Birth /
Miscarriage
 Chest Pain
A Each EMD is evaluated on the basis of
presentation& knowledge skills and case
M studies.
A BUSY HOURS STRATEGY
Twenty to twenty five consecutive
N emergencies in one hour are considered
busy hour. Mainly in such scenarios
command and control switches into rush
hour mode
 Breaks are freeze
F  Calls are wrap up in minimum time
by following all necessary measures
 Intra coordination among EMDS are
O carried away in a very disciplined
manner
 In case of call drop ,EMDs
U immediately call back for further
assistance of patient
 Forms are re checked by supervisor
N to avoid any human error
BEST CALL OF THE WEEK
D 
Emergency #: 112653
A Call Time: 1453 Hours
Chief Complaint: Fitting / Convulsion
Call taken By: EMD Herald
T Total Call Duration: 11 Minutes
Dispatch Code: 12-D-2-E
I Patient's Age: 22
Patient’s Gender: Male
O Summary:
An emergency call was received by EMD Herald at
around 1435 HRS From Malir the initial Chief
complain of the caller was “The patient” was fitting at
N that time so EMD Herald started following protocol
and gave the appropriate PDIs which really helped
the caller and since patient was still fitting he used
DLS link and stayed online with caller and told the
caller to let him know when patient stop fitting, after
patient stopped fitting he cleaned his airway and
checked agonal breathing at which it was learned
that patient was breathing too fast about 7 to 8 times
in 10 seconds and at that time our ambulance crew
arrived and dealt with the patient from there on.
It was a great effort by EMD Herald, he remained
online with the caller motivated her and by giving
right Post Dispatch Instructions helped the caller in
taking care of the patient.
February 18 to 24, 2011
ALL ABOUT EMERGENCY MEDICAL DISPATCHING NEW COMMAND & CONTROL LOOKS QUALITY MANAGEMENT
No of calls listened in the Week: 387
Emergency Medical Dispatchers are specialized who answers calls to emergency No of times Problem in MPDS Detected: 21
Overall code Efficiency Ratio = 94.57 %
services. 111-11-2626 is the universal emergency services number. Emergency
CPR Performed = 3
Medical Dispatchers are responsible for answering calls to the emergency services Average Call Duration of Emergency Calls Listened: 2 minutes
phone number and making sure that callers get the services and assistance they need. 49 seconds.
With a universal emergency phone number, people who need help from the
ambulance service can call a single number which is easy to remember, rather than Key Performance Indicators of Computer
having to look up individual phone numbers. Wireless Operators
Emergency Medical Dispatchers typically work 7 to 10 hour shifts, and they may work  Dispatch the Ambulance with Complete and accurate
information
with a group of dispatchers to ensure that the line is never busy when people call.  Loud & Clear Voice during Communication
When the phone rings and an EMD answers, he or she determines the nature of the
emergency, and dispatches emergency services as needed. For example, on an


Nearest Ambulance Dispatched?
Land Marks Communicated?
emergency call where someone calls to report a heart attack, the EMD would  Dispatch Time Communicated?
 Charges information Communicated?
determine severity of emergency, and dispatch an ambulance. Dispatchers also talk
 Emergency Dispatch Code Communicated?
with emergency responders at the scene so that they can dispatch additional  Both Response times (to the attendant & to the
responders as necessary. patient) recorded properly with the help of tracker
system?
Skilled EMDS can be in high demand. A good EMD can extract necessary information
from callers quickly and efficiently, keep callers calm and update them on the status of
 Live Monitoring and latest updates of the ambulances
through tracker?
the emergency services they have dispatched, and coach callers on interventions such
How to call 111-11-2626 effectively
as how to perform CPR the EMD needs to be able to handle a wide variety of
situations, and stay cool, calm, and collected throughout. Calling 111-11-2626 is very stressful and it's easy to feel
overwhelmed. 111-11-2626 call-takers are trained to guide
callers through the experience, but knowing what to expect
can help make the 111-11-2626 call go smoothly and get
emergency help where and when it's needed.
Know the difference between calling 111-11-2626 from a
landline phone and calling 111-11-2626 on a cell phone.
Know when to call 111-11-2626 and the worst calls to 111-11-
2626. If you choose to call 111-11-2626, know what to expect
and how to react.
Difficulty: Easy
Time Required: Until the 111-112626 call-taker hangs up
Here's How:
1. Stay calm. It's important to take a deep breath and not
get excited. Any situation that requires 111-11-2626 is,
by definition, an emergency. The dispatcher or call-taker
knows that and will try to move things along quickly, but
under control.
2. Know the location of the emergency and the number
PROTOCOL OF THE WEEK (UNCONCIOUSNESS) you are calling from. This may be asked and answered a
Unconsciousness denotes a state of consciousness from which an individual cannot be aroused, even with couple of times but don't get frustrated. They are still
required to confirm the information. If for some reason
you are disconnected, at least emergency medical
painful stimulation.
dispatchers/ crews will know where to go and how to
COMMON CAUSES OF UNCONSCIOUSNESS:
Loss of consciousness may occur as the result of traumatic brain injury, and or brain hypoxia.
Other Causes May be due to:
call you back.
As the call progresses, you will hear clicking - do not
hang up!
 Cardiac Arrest


Diabetic Problem
Fainting (Syncope)
Fitting
3. Wait for the call-taker to ask questions, and then
answer clearly and calmly. If you are in danger of
 Head Injury assault, the dispatcher or call-taker will still need you to
answer quietly, mostly "yes" and "no" questions.



Heart Attack
Hypovolemic (Low blood Volume)
Irregular Heart Rhythm 4. Let the call-taker guide the conversation. He or she is
 Overdose, Poisoning, drugs typing the information into a computer and may seem to
 Respiratory insufficiency be taking forever. There's a good chance, however, that
 Stroke (CVA) emergency services are already being sent while you are
still on the line.
WARNING SINGS OF UNCONSCIOUSNESS:
Fainting episode or episodes of unconsciousness due to certain known or unknown reasons 5. Follow all directions. In some cases, the call-taker will
If these signs are present call 111-11-2626
Unconsciousness is one of the most life threatening emergencies in the Medical Priority Dispatch System
give you directions. Listen carefully, follow each step
exactly, and ask for clarification if you don't understand.
(MPDS) — every second counts. If your patient has any of the listed symptoms, immediately call 111-11-2626.
6. Keep your eyes open. You may be asked to describe
Sometimes fainting episodes go away and return, but never take it too lightly to be forgotten. If it occurs, get
help as quick as possible! Today Unconscious victim’s callers can benefit from calling the emergency number
and get instant possible help which was unavailable to patients in past years, which can decrease the
victims, suspects, vehicles, or other parts of the scene.
7. Do not hang up the call until directed to do so by the
mortality rate of the country up to a greater extend. So again, don't delay — get help right away! Today callers
calling on the emergency number normally get the following help. call-taker.
INSTRUCTIONS COMMONLY PROVIDED:
 Help has been arranged for you and the ambulance has been sent for your patient on your given
Tips:
address. 1. No matter what happens - Stay Calm.
 Monitor and maintain patient's airway, especially if patient is nauseated or vomiting or if the level of
consciousness is decreased.
2. Cell phones may not tell the call-taker where you are.
 Lay patient on his back and monitor respirations. Turn patient on their side if vomiting occurs.
Know the differences when calling 111-11-2626 on a cell
 Do not place pillow under patient's head.
phone.
a) Keep airway clear.
b) DO NOT GIVE FOOD OR DRINK.
c) Let patient assume position of comfort. What You Need:
d) Calm and reassure patient.
e) Keep the patient warm (maintain body temperature).  A phone.
 Gather or list the patient's medications for the doctor.  A deep breath.
 Call back if the patient's condition changes before help arrives.  To know where you are.