Emergency call receiving sequence

Question 1

1.

Answer 1

“Toronto ambulance, where do you need us?”
*if ANI/ALI not identical EMD will say: * “Please repeat the address for verification”

Question 2

2.

Answer 2

“what is the closest major intersection?”

Question 3

3.

Answer 3

“is that a house or apartment?”
if apartment: “what is the apartment number?” if the number is less than 3 digits; “what floor is that on?” record floor number in comments/notes tab
if other than house or apartment proceed through sequence

Question 4

3a

Answer 4

if apartment; “what is the entry code?”

Question 5

4.

Answer 5

“okay tell me exactly what happened”

Question 6

5.

Answer 6

if at, or prior to this point the caller identifies the chief complaint as being on of the following…
-chest pain
-breathing problems
-auto vs pedestrian/cyclist/ motorcyclist struck
….. go to nature/problem field and select the appropriate protocol, tab off to send call to queue

Question 7

5 (a)

Answer 7

if there is an exceptional delay in idenitifying a specific chief compliant, go to the nature/problem field and select ‘unknown problem’ tab off to send to queue

Question 8

5 (b)

Answer 8

if the call receiver elects to go through Language Line got ot nature problem field and selec unknown problem tab off to send to queue. record “/LL” in comments/notes tab

Question 9

5 (c)

Answer 9

at any time after the call has been sent to the Waiting “Q” and a crew scene safety concern is identified, record the concern in the comments/notes tab and hit ‘notify’ to ensure that the dispatcher is aware of the situation. Toronto Police and Fire Services will be verbally notified should this occur

Question 10

6.

Answer 10

{PROQA/MPDS launch} proceed through ProQA/MPDS, following all procedures and expectation as directed through the EMD certification program

Question 11

7.

Answer 11

record patient information in the comments/notes tab. (after providing all protocol specific PDIs, clarify and document all relevant patient information for the responders)

Question 12

8.

Answer 12

if other than house or apartment “what is the name of the {facility, building etc}”
“what entrance should we use”
“where is the patient located”
if applicable have the caller send and escort to meet the responders, record responses in the comments/notes tab.

Question 13

9.

Answer 13

if the caller is not at the same location as the patient “what is the phone number where the patient is?”
“repeat the telephone number for verification” “what is you name” “ what is the patients name”. record patients name in comments/notes tab.

Question 14

10.

Answer 14

if first or second party caller
“what is your name”

Question 15

11.

Answer 15

choose the applicable caller type

Question 16

12.

Answer 16

choose the applicable method received

Question 17

(13)

Answer 17

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

Question 18

(13/2)

Answer 18

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