Division of Emergency Medical Services and Trauma ND Department of Health

EMS Dispatch Challenges

Overall Issues Who are the stakeholders? Team approach to improve process EMS Advisory Council Dispatch Sub-committee Identification of roles None of the entities know what the other entities need or want Communication and collaboration

Shared Issues Neither PSAP (dispatchers) nor EMS knows what the other parties’s issues are or understand how they are impacted What information is wanted and time constraints to get that? Everyone’s needs may be different PSAP EMS DEMST Closest service? Who to dispatch

Shared Issues (cont) Staff turnover – EMS and Dispatch – training – initial orientation – training and meeting when new contract What are the priorities? What to do in a late response or no reply to dispatch Do ambulance services have the necessary resources to fully respond? Does PSAP have the necessary resources to dispatch EMS

EMS Challenges Has our reliance on radio communications decreased (cell phone), fear and knowledge Common language – 10 codes, medical terminology Community confusion– local vs. PSAP dispatch Does not communicate or collaborate with dispatch when presented the opportunity not during a response

Pre Arrival Medical Instruction Are they effective? Bystander CPR Are the kept up and current Should only 3 question be asked? What is your emergency? Is the patient breathing and conscious? What happened?

Times & Status Checks Dispatch to wheels moving (chute time) Time of arrival on scene Time leaving scene Time arrival at hospital Time to back in service

911 Coordinators Should the 911 coordinators be the link between PSAP’s and the EMS services? Should the 911 coordinators be the link between DEMST and dispatch? What are your issues? What is the role of Emergency Managers? Addressing responsibility? EMS Service Areas

Where To Go From Here Joint committee? Process improvement? Who are the stakeholders? How can this effort be supported?

Approach Perfect for CQI Training in process improvement? Leadership vs. management Need to identify stakeholders Need to identify the team – local – regional – statewide Everyone needs input – nominal group process Flowcharting and other tools Data is absolutely necessary for measurement