EMT Chapter 5

Communicate using commonly used radio terms:

"Break"- afford a pause "Clear" - end of transmission "come in" -requesting acknowledgement of transmission "Copy" message received and understood "ETA" Estimated time of arrival "Go ahead" proceed "Landline" telephone communications "Over" end "Stand by" please wait

SBAR-

is a method of organizing your communication in a standard format that would be particularly useful when communicating with medical direction, especially if you are seeking further orders.

Ethnocentrism

the view that one culture's way of doing things is the right way and any other way is inferior.

Mobile Radios

are vehicle-mounted devices used to communicate within the EMS system.

Describe the components of the communication process:

1) Clarification 2) Summary 3) Explanation 4) Silence 5) Reflection- you understand 6) Empathy 7) Confrontation- sometimes it is ok to confront a pt about their feelings. 8) Facilitated communication: Supporting a pts hand or wrist so that he can select letters on a keyboard.

Discuss considerations for each of the following situations:

1) Communicating with a Pt's family: Consider your companies policies with interacting with family, explain the pts rights in an empathetic way, family preferences should be considered if pt is noncumminitive. 2)Getting a non-communicative pt to talk: Attempt by using open-ended questions/ make sure the pt is understanding the questions that you are asking/ if they still do not talk then try closed-ended questions/ provide positive feedback if they answer you 3)Interviewing a hostile pt: Establish a good rapport with the pt. Make sure that you maintain a professional nonthreatening demeanor. Advise the pt that you are there to help him, and explain the benefits of having his cooperation. Inform your pt what conduct and behaviors are acceptable and provide him with alternative ways to express himself. 4) Cross culture communications: The EMT should consider how the pt's culture will influence the dynamics of the call. -EMTs should never view one culture superior to the other. - Never impose your beliefs or values -Space between you and pt 5) Language barriers- if your pt speaks a different language, you may choose to use a language line, which is an interpreter service provided by telephone. -ask by standers -ask medical direction if they have any interpreters 6)Communicating with children and elderly pts: Requires extra patience and effort -Parents can aid in communication -Parents must remain calm in front of child -position yourself in front of pts eye level -a uniformed figure could be intimidation as you tower over the child -crouch down -be honest

Recognize the potential messages that may be communicated through no-verbal behaviors

1) Posture- the way that you position yourself in relation to your poster will impact ho you are perceived. 2) Distance- be aware of the distance between you and your patient. 3) Intimate zone- Entering your pt's intimate zone may be seen as threatening. 4)Gestures- are nonverbal body movement that convey meaning to others. 5) Eye contact- Make and maintain eye contact when you are speaking with the pt. 6) Haptics- the study of touching. (this could be the difference of you making the pt comfortable)

Communicate with Dispatch

1) To acknowledge that the dispatch call info was received. 2)To advise dispatch when the unit is en route to the call 3) To estimate your time of arrival to the scene while en route and report any special road conditions, unusual delays and so on. 4.) To announce your units arrival on scene, request any additional resources, and to help coordinate the response. 5.)To announce the unit's departure from the scene and to announce the destination hospital, # of pts transported and ETA to the hospital. 6) To announce your arrival at the receiving hospital or other facility. 7) To announce that you are clear and ready for another assignment. 8) TO announce that you are leaving the hospital and are on your way back to the station. 9) To announce that you are back at the station.

Ground Rules For Radio Communication:

1) Turn on the radio and select the correct frequency. 2)Listen before transmitting 3) Push the "press to talk" button and wait one second before speaking. 4) Speak with your lips 2-3 inches away from the micophone 5) Address the unit being called by its name and number, and then identify your unit by its name. 6) The unit being called will signal for you to begin transmission by saying "go ahead" or whatever is the standard in your system. 7)Keep transmissions brief 8) Keep your transmission organized and to the point 9) When transmitting a number that might be confused with another, say the number, then the individual digits that make it up. 10) Avoid offering a diagnosis of the pt's problem. 11) When receiving orders or information from dispatch, medical direction, or other medical personnel, use the "echo" method. 12) Always write down important info, such as addresses, orders to assist with medication, and so fourth that you receive from other parts of the EMS system. 13) The airwaves are public, and scanners, which are popular, can pick up radio and cell phone messages. Protect your pt's privacy by not using his name in your transmissions. 14) Use "we" rather than "I" 15) Use "affirmitive" and "negative" rather than yes or no 16) when you are finished say "over"

Describe the process of receiving and confirming an order from medical direction over the radio:

1)Be sure that the info that you provide to medical direction is accurate. 2)After receiving an order from medical direction to administer medication or follow procedure with a pt, repeat the order back word for word. 3)If you do not understand what medical direction has ordered, ask for it to be repeated. 4)If an order from medical direction seems to be inappropriate then question it.

Discuss the advantages and disadvantages of using radio codes:

Advantages: Radio codes can shorten radio air time and can provide clear and concise information. They can also allow transition of info in a format not understood by bystanders. Disadvantages: The codes are useless unless everyone in the system understands them, Medical info is often to complex for codes, Some codes are infrequently used , valuable time may be wasted while looking up the code.

Portable Radios

Are useful when you are out of your vehicle or in the pt compartment and must stay in communication with the base, with one another, and with medical direction.

Repeaters

Devices that receive transmissions from a table radio and rebroadcast them at another frequency.

Pit falls in communication

Do not ask leading or biased questions Leading questions: questions that suggest an answer Do not interrupt your pt while she is speaking The pt or the EMT may talk too much Do not provide false assurance DO not give inappropriate advice DO not ask "why" question that imply blame

Digital Equipment

Encoder- Breaks down sound waves into unique digital codes Decoder- recognizes and responds to only those stations to operate on the same broadcast frequency

Discuss factors that can enhance or interfere with effective communication:

Enhance- Competence, Confidence, and Compassion Interfere: When a pt is injured, frightened, anxious, angry, or in shock.

Responsibilities of the Federal Communications Commision

Has jurisdiction over all radio operations in the U.S, including those used by the EMS systems. -Licences individual base station operations, assigns radio call signs, approves equipment for use, etc.

Mobile data terminal

Located in Ambulance -Instead of a voice dispatch to a scene, the mobile data terminal receives a signal from the digital radio and displays the info on the terminal screen.

Describe the uses, advantages, and disadvantages of open-ended and closed questions:

Open ended questions: Questions that allow a pt to give a detailed response in his own words Closed-ended questions: Questions that call for specific info from the pt. They are helpful when you need info quickly

System Maintenance, Why is it Important?

Properly working communications system is at the heart of effective delivery of emergency medical services, regular maintenance of the system's equipment is a must.

Base Station:

Serves as a dispatch and coordination area and ideally is in contact with all other elemnts of the system.

Cell Phones

Some EMS communications systems use cell phones as a means of communication. -Cell phones transmit and receive through the air rather than on wires -Benefits: Excellent sound quality, availability of channels, easy maintenance, increased privacy of communicating.

Defense mechanisms

are physiological coping mechanisms that the person may use to protect himself from unwanted feelings or thoughts.