Part 4 The Role of A EMD Flashcards
On Average how many calls do EMAS take a year?
Around 955 000
On average how many calls do EMAS take a day?
around 2600 a day and around 1 every 30 seconds
What is an EMD?
Emergency Medical Dispatcher
What is a AMPDS?
It is An Advanced Medical Priority Dispatcher
Who uses AMPDS?
The call handlers when they receive a call
What does the Call Handler do when you make a 999 call?
They will triage the call and then put it into a category so the patient can be sent the correct help
Who is the patients first contact?
The EMD
Who are EMD’s Responsible for talking to?
Multi-Disciplinary Teams
Internal and External Teams
What are the 8 Essential Customer Skills?
Being Caring Being Empathetic Being Confident Being Calm Being Compassionate Using the Correct Voice Tone and Pitch Using Correct Speech Being able to end the call Appropriately
What is Positive Ambiguity?
Being able to provide Reasurrence in response to question the patient might have.
Could be about arrival times etc
What is Voice Tone?
Voice Tone is being able to change your pitch or tone to convey a certain message or attitude
What is Repetitive Persistence?
This is when you repeat what the patient is telling you back to the patient.
E.G he’s not breathing, okay so he’s not breathing?
What are 3 Universal Standards for Customer Service?
Being Confident
Being Compassionate
being able to give personalised care for the caller
What does the EOC Audit Team do?
They check 1% of the calls that EMAS Receive to make sure all staff are giving the best care they can
What is Aqua?
Aqua is the system they use to audit the calls.
