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Good Tip When Taking EMS Calls

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Blue_hills_max50

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Posted over 5 years ago

 

Thought I'd share this since I've tried it and it works very well.


If you use the PD, Fire, and especially EMS protocols, you have to ask the questions and many people get bent out shape, usually because they assume it will delay the response. Most calltakers announce the questions by declaring, "I'm going to ask you a series of questions..." and that's usually what sets the caller off, especially when they're frantic. (It REALLY grates on me personally when somebody yells "Just send someone!" and hangs up. But that's another topic.)


Saw a tip in the NAED magazine and tried it with great success.  Now I say, "Another dispatcher is going to get the paramedics started, I just need to get some information they'll need on the way over." If you're dispatching too, just say "I need to gather some information the paramedics will need on the way over," then tell them to hold a moment when it's time to dispatch. Works very well, I've had very few people object to answering the questions when I use that approach.

Telecommunicator_rusch_max50

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Rate This | Posted about 5 years ago

 

Good tip. I try not to use the words "hold on" in any sentence when I'm dealing with 911 or medical calls or calls that are both. I don't think people on the other end realize that's it's only going to be a split second hold but they freak out just the same...


September 11, 2001... I will always remember

Pics_of_me_after_siesta_key_002_max50

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Rate This | Posted about 5 years ago

 

Yes very good advice.  For those people on the other end of the phone time stands still and they don't realize that the questions being asked are for their benefit...as long as they know help is on the way already it tends to diffuse the situation...sometimes!!! LOL...Then there are those who you won't please no matter what!!!

911clr_max50

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Rate This | Posted about 5 years ago

 

We just get address, call back number, and general complaint then disatch, we do EMD post dispatch. Shaves ALOT of time off the call processing time.  And it makes the callers happy (not to mention us).


Someone once told me that time is a predator that stalks us all our lives. But maybe time is also a companion who goes with us on our journey, and reminds us to cherish the moments of our lives because they will never come again.

Charger_max50

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Rate This | Posted about 5 years ago

 

Very good tip.

1037_max50

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Rate This | Posted about 5 years ago

 

My department often uses this tactic when dealing with urgent calls. While one dispatcher is dispatching the call, a second dispatcher can continue to gather more information from the complainant.


911 Where is your emergency?

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Rate This | Posted about 5 years ago

 

I've never thought about doing that, but that sounds like a really good tip. I'll have to try that one. We don't give any pre-arrivals or go by the cards or charts, but I think that would be a great way of getting someone to stay on the line so you could ask them some questions.

100_0015_max50

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Rate This | Posted almost 5 years ago

 

That is a good tip. Although we don't do EMD, a lot of our complainants get mad as soon as you ask them the location of their emergency ("just hurry up and get someone here, stop asking me all these damn questions!!!"...really love that when they are on a cell phone, but thats another story) but I have been telling them something like that for years and it seems to calm them down some.