015 AliceTitle 015 Alice Author Martin Lindsay Created Date 1/28/2016 5:22:52 PM
Chapter 015[1]
Transcript of Chapter 015[1]
Slide 1Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Chapter 15Chapter 15
CommunicationsCommunications
Slide 2Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
OverviewOverview Communication Systems and ComponentsCommunication Systems and Components
Communication ComponentsCommunication Components System MaintenanceSystem Maintenance
Procedures for Radio CommunicationsProcedures for Radio Communications Communication with DispatchCommunication with Dispatch Communication with Medical DirectionCommunication with Medical Direction Verbal CommunicationVerbal Communication
Interpersonal CommunicationInterpersonal Communication General PrinciplesGeneral Principles Tips for Effective CommunicationTips for Effective Communication Special PopulationsSpecial Populations
Slide 3Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Communication SystemsCommunication Systemsand Componentsand Components
Slide 4Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Communication SystemsCommunication Systemsand Componentsand Components
Communication componentsCommunication components Base station—a radio that is Base station—a radio that is
located at a stationary site such located at a stationary site such as a hospital, mountaintop, or as a hospital, mountaintop, or public safety agencypublic safety agency
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Communication SystemsCommunication Systemsand Componentsand Components
Communication componentsCommunication components Mobile two-way radios Mobile two-way radios
(transmitter/receivers)(transmitter/receivers)
• Implies a vehicle-mounted deviceImplies a vehicle-mounted device
• Mobile transmitters usually Mobile transmitters usually transmit at lower power than base transmit at lower power than base stations (typically 20-50 watts)stations (typically 20-50 watts)
• Typical transmission range is 10-Typical transmission range is 10-15 miles over average terrain15 miles over average terrain
Slide 6Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Communication SystemsCommunication Systemsand Componentsand Components
Communication componentsCommunication components Portable radios (transmitter/receivers)Portable radios (transmitter/receivers)
• Implies a hand-held deviceImplies a hand-held device Typically have power output of 1-5 watts, limiting their Typically have power output of 1-5 watts, limiting their
rangerange
Slide 7Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Communication SystemsCommunication Systemsand Componentsand Components
Communication componentsCommunication components Repeater/base station—receives a transmission Repeater/base station—receives a transmission
from a low-power portable or mobile radio on one from a low-power portable or mobile radio on one frequency and retransmits at a higher power on frequency and retransmits at a higher power on another frequency another frequency
Slide 8Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Communication SystemsCommunication Systemsand Componentsand Components
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Communication SystemsCommunication Systemsand Componentsand Components
Communication componentsCommunication components Cellular telephonesCellular telephones
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Communication SystemsCommunication Systemsand Componentsand Components
Radio frequencies—assigned and licensed by Radio frequencies—assigned and licensed by the Federal Communications Commission the Federal Communications Commission (FCC)(FCC)
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Communication SystemsCommunication Systemsand Componentsand Components
System maintenanceSystem maintenance Communication equipment needs to be checked Communication equipment needs to be checked
periodically by a qualified technicianperiodically by a qualified technician
Slide 12Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Communication SystemsCommunication Systemsand Componentsand Components
As technology changes, new equipment As technology changes, new equipment becomes available that may have a role in becomes available that may have a role in EMS systemsEMS systems
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Communication SystemsCommunication Systemsand Componentsand Components
Since EMT-Basics may need to be able to Since EMT-Basics may need to be able to consult online medical direction, an EMS consult online medical direction, an EMS system must provide a backup in case the system must provide a backup in case the usual procedures do not workusual procedures do not work
Slide 14Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Procedure forProcedure forRadio CommunicationRadio Communication
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Procedure forProcedure forRadio CommunicationRadio Communication
General principlesGeneral principles Radio is on and volume is properly adjustedRadio is on and volume is properly adjusted Listen to the frequency and ensure it is clear Listen to the frequency and ensure it is clear
before beginning a transmissionbefore beginning a transmission Press the “press to talk” (PTT) button on the radio Press the “press to talk” (PTT) button on the radio
and wait for 1 second before speakingand wait for 1 second before speaking
Slide 16Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Procedure forProcedure forRadio CommunicationRadio Communication
General principlesGeneral principles Speak with lips about Speak with lips about
2 to 3 inches from 2 to 3 inches from the microphonethe microphone
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Procedure forProcedure forRadio CommunicationRadio Communication
General principlesGeneral principles Address the unit being called, then give the name Address the unit being called, then give the name
of the unit (and number if appropriate) where the of the unit (and number if appropriate) where the transmission is originatingtransmission is originating
The unit being called will signal that the transmission The unit being called will signal that the transmission should start by saying “go ahead” or some other should start by saying “go ahead” or some other term standard for that area. A response of “stand term standard for that area. A response of “stand by” means wait until further noticeby” means wait until further notice
Slide 18Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Procedure forProcedure forRadio CommunicationRadio Communication
General principlesGeneral principles Speak clearly and slowly, in a monotone voiceSpeak clearly and slowly, in a monotone voice Keep transmissions brief. If, on occasion, a Keep transmissions brief. If, on occasion, a
transmission takes longer than 30 seconds, stop at that transmission takes longer than 30 seconds, stop at that point and pause for a few seconds so that emergency point and pause for a few seconds so that emergency traffic can use the frequency if necessarytraffic can use the frequency if necessary
Use clear textUse clear text Avoid codesAvoid codes Avoid meaningless phrases like “Be advised”Avoid meaningless phrases like “Be advised”
Slide 19Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Procedure forProcedure forRadio CommunicationRadio Communication
General principlesGeneral principles Courtesy is assumed, so there is no need to say Courtesy is assumed, so there is no need to say
“please,” “thank you,” and “you’re welcome”“please,” “thank you,” and “you’re welcome” When transmitting a number that might be confused When transmitting a number that might be confused
(e.g., a number in the teens), give the number, then (e.g., a number in the teens), give the number, then give the individual digitsgive the individual digits
The airwaves are public and scanners are popular. The airwaves are public and scanners are popular. EMS transmissions may be overheard by more than EMS transmissions may be overheard by more than just the EMS community. Do not give a patient’s name just the EMS community. Do not give a patient’s name over the airover the air
Slide 20Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Procedure forProcedure forRadio CommunicationRadio Communication
General principlesGeneral principles An EMT-Basic rarely acts alone: Use “we” instead of “I”An EMT-Basic rarely acts alone: Use “we” instead of “I” Do not use profanity on the air. The FCC takes a dim Do not use profanity on the air. The FCC takes a dim
view of such language and may impose substantial view of such language and may impose substantial finesfines
Avoid words that are difficult to hear like “yes” and “no.” Avoid words that are difficult to hear like “yes” and “no.” Use “affirmative” and “negative”Use “affirmative” and “negative”
Use the standard format for transmission of informationUse the standard format for transmission of information
Slide 21Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Procedure forProcedure forRadio CommunicationRadio Communication
General principlesGeneral principles When the transmission is finished, indicate this by When the transmission is finished, indicate this by
saying “over.” Get confirmation that the message was saying “over.” Get confirmation that the message was receivedreceived
Avoid codes, especially those that are not Avoid codes, especially those that are not standardizedstandardized
Avoid offering a diagnosis of the patient’s problemAvoid offering a diagnosis of the patient’s problem Use EMS frequencies only for EMS communicationUse EMS frequencies only for EMS communication Reduce background noise as much as possible by Reduce background noise as much as possible by
closing the windowclosing the window
Slide 22Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Procedure forProcedure forRadio CommunicationRadio Communication
Communication with dispatchCommunication with dispatch Notify the dispatcher whenNotify the dispatcher when
• The call is receivedThe call is received• Responding to the callResponding to the call• Arriving at the sceneArriving at the scene• Arriving at the patient’s sideArriving at the patient’s side• Leaving the scene for the receiving facilityLeaving the scene for the receiving facility• Arrival at the receiving facilityArrival at the receiving facility• Leaving the hospital for the stationLeaving the hospital for the station• Arrival at the stationArrival at the station
Slide 23Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Procedure forProcedure forRadio CommunicationRadio Communication
Communication with medical directionCommunication with medical direction EMT-Basics may need to contact medical direction EMT-Basics may need to contact medical direction
for consultation and to get orders for administration for consultation and to get orders for administration of medications. Radio transmissions need to be of medications. Radio transmissions need to be organized, concise, and pertinentorganized, concise, and pertinent
Since the physician will determine whether to order Since the physician will determine whether to order medications and procedures based on the medications and procedures based on the information given by the EMT-Basic, this information given by the EMT-Basic, this information must be accurateinformation must be accurate
Slide 24Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Procedure forProcedure forRadio CommunicationRadio Communication
Slide 25Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Procedure forProcedure forRadio CommunicationRadio Communication
After receiving an order for a medication or After receiving an order for a medication or procedure (or denial of such a request), repeat procedure (or denial of such a request), repeat the order back word for wordthe order back word for word
Orders that are unclear or appear to be Orders that are unclear or appear to be inappropriate should be questionedinappropriate should be questioned
Slide 26Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Procedure forProcedure forRadio CommunicationRadio Communication
Communication with receiving facilitiesCommunication with receiving facilities EMT-Basics provide information that allows EMT-Basics provide information that allows
hospitals to prepare for a patient’s arrival by hospitals to prepare for a patient’s arrival by having the right room, equipment, and personnel having the right room, equipment, and personnel preparedprepared
Slide 27Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Procedures forProcedures forRadio CommunicationRadio Communication
Standard reporting formatStandard reporting format Identify unit and level of provider (who and what)Identify unit and level of provider (who and what) Patient’s age and genderPatient’s age and gender Chief complaintChief complaint Brief, pertinent history of the present illnessBrief, pertinent history of the present illness Major past illnessesMajor past illnesses Mental statusMental status Assessment findingsAssessment findings Baseline vital signsBaseline vital signs Emergency care givenEmergency care given Response to emergency careResponse to emergency care Estimated time to load the patient for transportEstimated time to load the patient for transport Estimated travel time from the scene to the hospitalEstimated travel time from the scene to the hospital Opportunity for questionsOpportunity for questions
Slide 28Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Verbal CommunicationVerbal Communication
After arrival at the hospital, give a verbal After arrival at the hospital, give a verbal report to the staffreport to the staff Introduce the patient by name (if known)Introduce the patient by name (if known) Summarize the information given over the radio:Summarize the information given over the radio:
• Chief complaintChief complaint
• History not given previouslyHistory not given previously
• Additional treatment given en routeAdditional treatment given en route
• Additional vital signs taken en routeAdditional vital signs taken en route
• Give additional information that was collected but not Give additional information that was collected but not transmittedtransmitted
Slide 29Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Verbal CommunicationVerbal Communication
Slide 30Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Interpersonal CommunicationInterpersonal Communication
General principlesGeneral principles Form a general impressionForm a general impression Interpret the situationInterpret the situation Form a communication goal and planForm a communication goal and plan
Slide 31Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Interpersonal CommunicationInterpersonal Communication
General principlesGeneral principles You must understand the surroundingsYou must understand the surroundings Make and keep eye contact with the patientMake and keep eye contact with the patient When practical, position yourself at a level lower When practical, position yourself at a level lower
than the patientthan the patient Be honest with the patientBe honest with the patient
Slide 32Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Interpersonal CommunicationInterpersonal Communication
General principlesGeneral principles Use language the patient can understandUse language the patient can understand Be aware of your own body languageBe aware of your own body language Speak clearly, slowly, and distinctlySpeak clearly, slowly, and distinctly Use the patient’s proper name, either first or last, Use the patient’s proper name, either first or last,
depending on the circumstances. Ask the patient depending on the circumstances. Ask the patient what he wishes to be calledwhat he wishes to be called
Slide 33Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Interpersonal CommunicationInterpersonal Communication
Tips for effective communicationTips for effective communication Verbalize your supportVerbalize your support Be a good listener when the patient needs to talkBe a good listener when the patient needs to talk Offer a reassuring touchOffer a reassuring touch Be respectfulBe respectful Separate personal biasSeparate personal bias Be silent when appropriateBe silent when appropriate
Slide 34Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Interpersonal CommunicationInterpersonal Communication
Special populationsSpecial populations If a patient has difficulty hearing, speak clearly If a patient has difficulty hearing, speak clearly
with lips visiblewith lips visible Allow the patient enough time to answer a Allow the patient enough time to answer a
question before asking the next onequestion before asking the next one Act and speak in a calm, confident mannerAct and speak in a calm, confident manner
Slide 35Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
Interpersonal CommunicationInterpersonal Communication
Communication with hearing-impaired Communication with hearing-impaired patients, non–English-speaking populations, patients, non–English-speaking populations, use of interpreters, etc.use of interpreters, etc. Potential for visual deficitPotential for visual deficit Potential for auditory deficitPotential for auditory deficit
Slide 36Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.
SummarySummary Communication Systems and ComponentsCommunication Systems and Components
Communication ComponentsCommunication Components System MaintenanceSystem Maintenance
Procedures for Radio CommunicationsProcedures for Radio Communications Communication with DispatchCommunication with Dispatch Communication with Medical DirectionCommunication with Medical Direction Verbal CommunicationVerbal Communication
Interpersonal CommunicationInterpersonal Communication General PrinciplesGeneral Principles Tips for Effective CommunicationTips for Effective Communication Special PopulationsSpecial Populations