Emergency Call Receiving Sequence

Question 1

STEP 1

TORONTO AMBULANCE, WHERE DO YOU NEED US?

if ANI/ALI information is not identical the EMD will say????

• what is ANI/ALI?????

Answer 1

PLEASE REPEAT THE ADDRESS FOR VERIFICATION

check “green dart” for a “hit” on location, safest way to verify address input is on emergency call taking form rather than GEO

Question 2

STEP 2

WHAT IS THE CLOSEST MAJOR INTERSECTION?

do not manually fill in

visually verify on GEO, then it will auto-fill.

Answer 2

IS THAT A HOUSE OR A APARTMENT?

this is step 3

Question 3

step 3

IS THAT A HOUSE OR APARTMENT?

if apartment, “WHAT IS THE APARTMENT NUMBER?”

Answer 3

if the apartment number is less than 3 digits,
WHAT FLOOR IS THAT ON?
(record floor umber in comments/ notes tab)

if other than a house or apartment, continue thru the sequence

Question 4

step 3a ,

if apartment,

Answer 4

WHAT IS THE ENTRY CODE?

Question 5

step 4

WHAT IS THE TELEPHONE NUMBER YOU ARE CALLING FROM?

“TAB” out then dashes will auto-fill

if ANI information is not identical the EMD will say:

Answer 5

PLEASE REPEAT THE TELEPHONE NUMBER FOR VERIFICATION

Question 6

step 4 continued

OK, TELL ME EXACTLY WHAT HAPPENED?

Answer 6

launch ProQA
but go back to “call taking form”
right bottom corner click “add” and get ready to write down caller complaints

DO NOT CLICK “SEND” or “NOTIFY”

Question 8

step 6 { ProQA/MPDS launch}

{ ProQA/MPDS launch}

Answer 8

Proceed through ProQA/MPDS, following all procedures and expectations as directed through the EMD certification program

Question 9

step 7

record patient information in comments/notes tab.

use CAD short hands, be concise. refer to print out

Answer 9

( After providing protocol specific PIDs, clarify and document all relevant patient information for the responders.)

Question 10

step 8

if other than a house or apartment,

Answer 10

WHAT IS THE NAME OF THE [ FACILITY/BUILDING/ ETC.]?
WHAT ENTRANCE SHOULD WE USE?
WHERE IS THE PATIENT LOCATED?

(secondary location questioning, refer to print out)

if applicalbe, direct the caller to send an escort to meet the responders.
record responses in comments/notes tab.

Question 11

step 9

if the caller is not at the same location of the patient:

Answer 11

WHAT IS THE TELEPHONE NUMBER WHERE THE PATIENT IS?
PLEASE REPEAT THE TELEPHONE NUMBER FOR VERIFICATION.
WHAT IS YOUR NAME?
WHAT IS THE PATIENT’S NAME?

record patient name in comments/notes tab

Question 12

step 10

If 1st or 2nd party caller:

Answer 12

WHAT IS YOUR NAME?

• we don’t care about spelling

Question 13

step 11

choose the applicable caller type

Answer 13

there could be citizen, relative, other, staff……etc
play around to be more familarize

Question 14

step 12

choose the applicable method received

Answer 14

majority of the time is 911

Question 15

Finally

for calls where there will be more than one responding resource arriving at a scene and an escort to the patient is required, the call receiver will advise the caller to ensure that an adequate number of escorts meet the responding crews at the agreed upon location.

Answer 15

return to MPDS and continue to provide all applicable post-dispatch, pre-arrival or case exit instructions, terminate call when appropriate.