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MPDS > Calltaking > Flashcards

Calltaking Flashcards

1
Q

List the Calltaker’s steps when a caller is ringing back to cancel

A
  1. Verify geographic info and phone number
  2. Complete MPDS Case Entry using Cancelation Request as the reason
  3. Document the name and telephone number and reason for cancelation
  4. Transfer the info to the original incident
  5. Link the cancellation incident to the original
  6. NTF controlling dispatcher (who is responsible for cancelling)
  7. Set Problem Type to Cancellation Request
  8. Cancel the cancellation Incident
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2
Q

Call answer phrase

A

Ambulance what’s the address of the emergency

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3
Q

What is the difference BTW 3rd and 4th party callers?

A

3rd = citizen not with pt
4th = FD or PD

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4
Q

ProQA is not launched when…

A
  1. Incident Standby Request
  2. Unknown Problem
  3. Crew On Scene
  4. Cancellation Request
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5
Q

Avoid the ‘Log Comment’ feature as it does not accommodate these 2 features

A
  1. Shorthand expander
  2. Trigger advisors
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6
Q

Describe Purple

A

Emergent and immediate life threatening conditions

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7
Q

Describe Red

A

Emergent and potentially life threatening conditions

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8
Q

Describe Orange

A

Urgent and potentially serious, but no immediate threat to life

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9
Q

Describe yellow

A

Non urgent, not serious, and no immediate threat to life

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10
Q

Describe Green

A

May be deferred without threat to life

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11
Q

Stay on the line when possible for pts with Chest Pain/discomfort when in this age group

A

35 or older

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12
Q

What is the prompt for confirming the address when there isn’t an ANI/ALI drop?

A

Please repeat the address location where the ambulance is required for confirmation.

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13
Q

How does the calltaker handle an update call

A
  1. New incident
  2. Confirm geographic data and phone number
  3. Complet call taking process
  4. Transfer new data to the original incident and use /UP
  5. /NDSP in the update incident
  6. Cancel the update incident
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14
Q

Patient/Incidents Status Check time frames for Orange calls

A

Every 30 minutes

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15
Q

Patient/Incidents Status Check time frames for Yellow, Incident Standbys, and Green calls

A

Every 60 minutes

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16
Q

System Overload: which order are lines on hold processed?

A

Highest priority first

17
Q

System Overload: at which point can a caller be placed on hold?

A

After determinant code selected and call committed

18
Q

What is Emergency Rule?

A

When CACC normal operations are profoundly impacted, ACOs may suspend interrogation and use urgent disconnect protocol.

e.g. sheer volume, MCI, extreme weather, acts of terrorism

19
Q

All non-emerg lines are answered with which phrase? (Hospital ED, Booking lines, crew and supervisor lines)

A

Ambulance, what is the purpose of your call?

20
Q

What happens when there isn’t an ANI drop?

A

collect the callers phone number and then ask: For verification, please repeat the phone number, including area code you are calling from

21
Q

What happens when there isn’t an ALI drop?

A

Collect the address/location information and then confirm: Please repeat the address/location where the ambulance is required for confirmation

22
Q

ANI/ALI - no voice contact procedure

A
  • Problem: Unknown/MPDS Incomplete
  • Document
  • Notify/Update allied agencies as per response plan
  • Attempt to gain voice contact
23
Q

ANI/ALI Drop with No voice contact

A
  • Repeat verbal attempts to establish voice contact
  • start a Call Trace
24
Q

Lost Contact during the call

A
  • Send determinent from ProQA to the CAD
  • Notify/Update allied agencies
  • attempt to regain voice contact
  • have Supervisor/Designate revew the call to confirm protocol was followed (may be overridden)
25
Q

Overriding MPDS

A
  • Caller spontaneously reports situation not in the protocol questioning
  • a more serious situation is suspected due to presented conditions
  • suspicious or ambiguous information is provided
  • provided with additional contextual cues
26
Q

Please list post override activities

A
  1. Complete a COR - provide explanation/rationale
  2. Supervisor will review and forward to mgt up the chain to the medical director
27
Q

Callbacks

Callback for ETA with no change in pt condition after caller is asked: Tell me exactly what happened

A
  1. Open ECT and proceed through unitl #2
  2. Has there been a change to the pt’s condition or circumstance?
  3. no? open original call and confirm it is the correct call
  4. Are they awake and breathing?
  5. yes - if dispatched ‘ paramedics have been sent to help you now. Call us back immediately if you find out more information”
  6. yes - not dispatched ‘delay message…’
  7. document /PIC into the comments
  8. Cancel the NEW incident
28
Q

Callbacks

Callback with Hazard or Address Change

A
  1. Open ECT and proceed up to Okay, Tell me exactly what happened
  2. If caller indicates they are calling with more information ask ‘Has there been any change in pt condition?
  3. if No - find original/existing call and confirm it is the correct call
  4. For Hazard - document usint /HAZ and notify allied agencies
  5. For Address Change - /ADD with both new and old address and update allied agencies
  6. Cancel NEW call as duplicate call
29
Q

Callback

Callback with change in pt condition

A
  1. open ECT and proceed to Tell me exactly what happened
  2. find original/existing incident and confirm
  3. document any hazards with /HAZ
  4. document /UP in the commens section of the NEW incident
  5. continue to process the NEW incident in ProQA until the problem/determinent code is reached
  6. if different - immediately update the original call’s problem type to match and notify the Dispatcher of the new problem type/priority/response plan
  7. notify any allied agencies
  8. link NEW incident to original
  9. provide ETA statement
  10. Document /PIC in comments of original
  11. cancel NEW incident
30
Q

Callback

Callback for Cancellation

A
  1. Launch ECT and proceed to ‘Tell me exactly what happened’
  2. Find original call and confirm
  3. Document /UP in NEW incident
  4. Launch ProQA in NEW incident, complete case entry up to ‘is s/he breathing?’
  5. Close ProQA, selecting Cancellation Request as early abort reason
  6. Document name and reason for cancellation in both NEW and ORIGINAL calls
  7. /NDSP in ORIGINAL Incident
  8. Notify/Update allied agencies as required
  9. Select Cancelation in the problem type of the NEW incident
  10. Link to Original
  11. Cancel the NEW
  12. If not assigned to a unit - also cancel the ORIGINAL
31
Q

Callback

Allied Agency on Scene WITH Pt Contact and no Threat to Life

A
  1. ECT and proceed to ‘Has there been any change to pt condition?’
  2. Yes - Is there threat to life?
  3. No
  4. Continue in NEW Incident
  5. Update Original with new Problem type to match and /NDSP with problem type/priority/response plan
  6. Provide appropriate statement
  7. Documet /PIC in ORIGINAL call
  8. LInk the NEW incident
  9. Cancel NEW incident
32
Q

Callback

Allied Agency on Scene WITH Pt Contact and Threat to Life

A
  1. ECT and proceed to ‘Has there been any change to pt condition?’
  2. Yes - Is there threat to life?
  3. YES
  4. Update ORIGINAL with any /HAZ
  5. Continue in NEW Incident and document /UP
  6. Change problem type in NEW incident to AAOS-Life
  7. Update ORIGINAL incident to AAOS-Life
  8. /NDSP and update Allied Agenices as req
  9. Link incidents
  10. document /PIC in ORIGINAL
  11. Cancel NEW
  12. Provide Caller Statement
  13. Update Original with new Problem type to match and
33
Q

Admin/OOT Desk

Patient Incident Checks will be performed every (x) minutes

A

Orange - 30 minutes
Yellow, Incident Standby, Green - 60 minutes

Then enter /PIC in the call to reset the timer

34
Q

ADDS Dashboard

A

Low Acuity Dashboard
Ambulance Dispatch something Support

35
Q
A

MPDS (5 decks)

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