Emergency Medical Dispatch has Changed the Way We Respond

You might recall that earlier this year we made a move to Emergency Medical Dispatch.  We purchased a nationally known software package developed by emergency medical personnel to direct our dispatchers more effectively in how to deal with callers with medical emergencies.  It is a system used around the country.   In the past, we did not give medical directions like how to conduct CPR or other lifesaving, we transferred the caller to STAR EMS our partners in emergency medical service.  Now that we are flying solo with respect to delivery of EMS services, we needed to make this change.  Along the way we also made a change to Emergency Fire Dispatch to improve how we are handing fire calls.

We have had extensive training and our personnel are operational on a software program called Pro-QA.  It is the highest quality software system we could find in the country and the one accepted by Oakland County Medical Control Authority–the rule setting body for emergency medical services in our county.  It is an automated tool to provide the very best in pre-hospital patient care. During the course of an emergency medical call, ProQA guides the process of collecting the vital information from the caller, obtaining the patient’s status, choosing an appropriate dispatch level, and instructing the caller with medically approved protocols until the dispatched units arrive at the scene.

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This is what the text we get looks like. The call is an M or medical. The 06 tells the EMS rig what the medical problem category is, the C code means a mid level response –D and E are lights and sirens and police are sent–the most serious calls. The 3R tells us who is being sent-Rescue 3 is the dispatched unit. Then the address. We click on the https:// link and the dispatch card with more details pops up and we get another link to a Google map to the location.

One aspect that our callers will need to adjust to is that we no longer runs lights and sirens to calls that don’t have potential as a serious medical issue as we did in the past.  The dispatchers ask many more questions as directed by the software to gain information about the patient’s status.  They are typing the answers to the questions into the software which is being read by the radio operator who is dispatching the units.  The units in the field are also receiving a text message that is updating with the answers to the questions.  You can see an example at right.

It is a highly technical system and we like it.

You might not like it as well if you don’t understand it particularly when you are a caller.  You may become frustrated when the call taker keeps asking questions and you may get the idea that no one is being sent to you.  At a certain point in the conversation when we have enough information, the units are dispatched even though the call taker is still on the line with you.

See a demo of the software here of a medical call.  Note that there is a timer on the screen.  Every dispatcher is timed for each call and later evaluated.   Our goal is to achieve the fastest possible call processing time by each dispatcher while maintaining accuracy.

We also purchased the software for Emergency Fire Dispatch to improve our method for dispatching fire.

See a demo of the software here of a fire call.

We are changing to do the very best for you.