Chapter 015[1]

Slide 1Copyright © 2007, 2005 by Mosby, Inc., an affiliate of Elsevier Inc. All rights reserved.

Chapter 15Chapter 15

CommunicationsCommunications


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


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



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



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



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





Communication componentsCommunication components Cellular telephonesCellular telephones



Radio frequencies—assigned and licensed by Radio frequencies—assigned and licensed by the Federal Communications Commission the Federal Communications Commission (FCC)(FCC)



System maintenanceSystem maintenance Communication equipment needs to be checked Communication equipment needs to be checked

periodically by a qualified technicianperiodically by a qualified technician



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



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


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



General principlesGeneral principles Speak with lips about Speak with lips about

2 to 3 inches from 2 to 3 inches from the microphonethe microphone



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



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”



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



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



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



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



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





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



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


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


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


Verbal CommunicationVerbal Communication


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



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



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



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



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



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


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

Chapter 015[1]

Business

affiliate of elsevier

dispatch communication

components radio

overview communication

mobile radio

radio communicationcopyright

lower power

power output