1. Communications CHAPTER 14

2. Communications Systems and Components Communication Components

3. Understanding the elements of communication can make you a more effective EMS Provider.

4. Base station: A radio at a stationary site with superior transmission and reception capabilities. May be at a hospital, mountain top, dispatch center or other public safety agency.

5. Base Station Dispatch Center

6. PSAP: Public safety answering point. Typically a 9-1-1 call-receiving center for a region or jurisdiction.

7. Two-way Transceiver - Mobile

8. Two-way Transceiver - Portable

9. Repeater: A remote receiver that receives a transmission from a low-power portable or mobile radio on one frequency, and then transmits the signal at a higher power (often on another frequency).

10. Typical Repeater System Dispatcher Hospital Portable Transmitter Repeater EMS Unit

11. Radio Frequencies  Very High Frequency (VHF)  Low band  High band  Ultra High Frequency (UHF)  Used primarily for telemetry

12. Telephones and cellular phones provide an excellent alternative to radio communication.

13. Radio channels are regulated by the Federal Communications Commission (FCC)...

14. …who routinely monitors radio transmissions to ensure that proper guidelines are met.

15. System Maintenance

16. Proper maintenance, regular inspection and testing of communications equipment cannot be overemphasized!

17. Procedures for Radio Communications Communication Principles

18. Know local radio communications procedures.

19. Radio Communications Principles  Select proper channel and adjust volume  Ensure frequency is clear before transmitting  Wait 1 second before speaking  Speak with lips 5 to 7 cm from microphone  Address unit being called, then give name and number of unit calling

20. Communications Principles continued  Unit being called will acknowledge transmission, usually with “Go ahead.”  Speak clearly and slowly  Keep transmissions brief  Use clear everyday language (not codes)  Avoid meaningless phrases (e.g., “Be advised”)

21.  Courtesy is always assumed  When giving a number that can be confusing, give the individual digits  Do not use the patient’s name on the radio  Be impartial and objective with reports  Use “affirmative” and “negative” instead of “yes” and “no” (which are difficult to hear) Communications Principles continued

22.  Confirm that the information was received and understood  Do not offer a diagnosis of the patient (report objective findings and treatment)  EMS channels should be used for EMS communications only  Radio communications should be recorded by public safety agency or receiving hospital Communications Principles continued

23. Communication with Dispatch

24. An emergency medical dispatch (EMD) system provides callers with pre-arrival instructions.

25. Notify dispatcher when:  Receiving call  Responding to call  Arriving at scene  Arriving at patient’s side  Leaving scene  Arriving at hospital or facility  Leaving hospital or facility  Arriving at station

26. Communication with Medical Direction

27. Communication with the hospital must be concise, accurate, organized and pertinent.

28. Standard Reporting Format  Patient’s age and gender  Chief complaint  History of present illness  Pertinent past medical history  Mental status  Assessment findings

29. Standard Reporting Format continued  Vital signs  Treatment provided  Patient’s response to treatment  Estimated time from scene to hospital  Opportunity for questions from receiving facility

30. Verbal Communication

31. Give a complete report to the hospital staff.

32. Hospital Staff Report  Summary of information given over the radio  Chief complaint  Any history not given  Additional treatment  Additional vital signs taken en route  Any additional pertinent information not given over the radio

33. Interpersonal Communication General Principles

34. To be effective, EMS personnel need to understand the fundamentals of interpersonal communications.

35. Effective Communication Tips  Verbalize your support  Be a good listener  Offer a reassuring touch  Be respectful  Separate personal bias  Be silent when appropriate

36. Special Populations

37.  Elderly persons  Infants and children  People who speak a foreign language  Patients with certain physical disabilities

38. Speak to children in a calm, reassuring manner.

39. Communicating with the Elderly  Treat elderly patients with respect  Assess their ability to hear when introducing yourself (don’t assume they can’t hear you)  Consider your rate of speech and slow down if necessary  Elderly patients may have a visual deficit  Use simple terms

40. SUMMARY Communications Systems and Components Communications Systems and Components Procedures for Radio Communications Procedures for Radio Communications Interpersonal Communication Interpersonal Communication