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The emotional content and cooperation score in emergency medical dispatchingJ J Clawson et al. Prehosp Emerg Care. 2001 Jan-Mar. AbstractBackground: A common belief regarding scripted-protocol-driven emergency medical dispatch is that the caller is "too hysterical" or "too uncooperative" to allow a structured interrogation or to receive and act upon dispatch life support instructions. Objectives: To examine the emotional content and cooperation scores (ECCSs) of callers in more than 6,000 cases from two communication centers and to investigate the relationships between ECCS and caller party, incident nature, time of day, and geographical location. Methods: The ECCS has five levels: 5, uncontrollable, hysterical; 4, uncooperative, not listening, yelling; 3, moderately upset but cooperative; 2; anxious but cooperative; and 1, normal conversational speech. The authors tabulated the ECCS as recorded during case review for a random sample of each center's ongoing quality assurance programs. Statistical tests were used to identify the presence of relationships between ECCS and caller party, arrest/nonarrest situations, time of day, and geographical location. Results: Regardless of the caller party, the type of call, the time of day, or the geographical location, the mean ECCS of emergency callers is extremely low, indicating that most emergency callers are, in fact, very calm. The average ECCS computed from more than 3,000 cases from British Columbia was 1.05; the average score from almost 3,500 cases from New York State was 1.21. Conclusion: While relationships between ECCS and the different parameters were noted, the differences were so small as to be of little or no use as additional information to assist with complaint triage. The low overall ECCS shows that the typical caller who requests emergency medical assistance is calm enough to be interrogated in a scripted and structured fashion, and is cooperative enough to be responsive to dispatch life support instructions. Similar articles
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What is repetitive persistence in call taking?The most effective way to break through the hysteria threshold is through the use of a techniques know as "repetitive persistence." Repetitive persistence "is a command or request from the EMD to the caller, accompanied by a reason for the request.
What are the four essential call processing objectives?The collection of incident information. The collection of scene safety information. The identification of a correct response. The assessment of the need for Dispatch Life Support Instructions.
What is the most appropriate chief complaint protocol to use when the complaint description is a breathing related tracheostomy problem in a conscious patient?When the complaint description is breathing-related tracheostomy problems in the conscious patient, go to Protocol 31 for unconscious.
What are the four priority symptoms in EMD?“Any true or actual medical emergency, as it worsens, will result in one or more of 4 basic priority symptoms: chest pain; difficulty breathing; change in level of consciousness; serious hemorrhage … in all cases, no exceptions.”. The EMD's job is to interrogate about the presence or absence of priority symptoms.. |
Are most emergency callers uncooperative or hysterical?
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