2015 - 2016 at the end of the session the student will be able to : 1. define the communication. 2....

EMS COMMUNICATION Power point presented by

Dr. Samah Mohammed2015 - 2016

EMS 351 LECTURE (1)

Learning Outcomes At the end of the session the student will

be able to :

1. Define the communication .

2. Explain types of communication.

3. List phases of communication.

4. Discus element of communication.

5. Explain component of communication.

6. Discuss technique of communication.

7. Identify Communication With hostile.

INTRODUCTION

• In EMS communication, information must move

rapidly, efficiently, and effectively.

Know how to make communication as efficient as possible.

The EMD facilitates communication.

Therapeutic communication requires skill.

EMS Communication

Definition of communication: can be defined as the

process of exchanging ideas, experience, knowledge

or information and feelings between individuals.

EMS System Communication needed to:

1. Call for resources.

2. Transfer care of the patient.

3. Interact within the team structure.

4. Communication with other health care professionals

5. Team communication and dynamics

Importance of communication in EMS

1

•Achieve a positive relationship with patients and emergency team.

2

•Transfer the patient’s care to physicians at hospital.

3

•Collaborate effectively with the emergency team.

4

•Get and give information.

5

•Communicate problems and solutions

6

•Improve patient safety and quality of healthcare.

Role of Communication in EMS

Process of Communication

1. Sender: The person Who Putting message in an

understandable format.

2. Message: Information sent or expressed by sender

3. Channel: The medium through which a channel is

transmitted.

4. Receiver: Is the person who receives and interprets the

sender’s message.

5. Feedback: the receiver’s reaction to the message.

What are the most common ways we communicate?

Visual Images

Body LanguageWritten Word

Spoken Word

Media of EMS Communication

1. Letters, Memos, Reports, Forms , Note

and Internal magazines or newspapers

2. Professional , Knowledgeable and use

Words.

3. Accurate, concise and minimize barriers.

4. Avoid medical terms.

5. Messages can be revised several times.

WRITTEN

COMMUNICATION


1. Face-to-face discussions, telephone

conservations, and speeches.

2. Advantages: Questions can be asked

and answered directly; feedback is

immediate; and the sender’s attitude

can be sensed.

3. Disadvantages: few permanent

records.

ORAL

COMMUNICATION


1. Communication through: electronic

media such as mobile phone, lap top

computers, E-mail, fax machines, and

electronic notice boards.

2. Messages can be delivered over long

distances, and to a large number of

people.

3. But not all people have can access to

the media.

ELECTRONIC

Phases of EMS Communication

1. Occurrence or Event occurs.

2. Detection or Need for emergency services detected.

3. Notification, response

4. Treatment, preparation for transport

5. Preparation for next event

Technique of EMS Communication

Technique of Communication

NON THERPUATIC COMMUNICATION

THERPUATIC COMMUNICATION

Therapeutic Communication

1. Listening

2. Board opening

3. Restating

4. Clarification

5. Reflection

6. Silence

7. Empathy

8. Simplification

9. Summarization

10. Redirection

11. Explanation

12. Suggesting


1. Listening: active process of receiving information from patient.

2. Board opening: encourage the patient to select topics for

discussion.

Example: “What are you thinking about”

3. Restating: repeating the main though expressed by the patient.

Example: “ you say that your mother left you when you were five

years old”


4. Clarification: attempting to put vague ideas or unclear thought

of the patient in the words to under stand.

Example: “ I'm not sure that what you mean, could you tell me about

that again”

5. Reflection: directing back the patient ideas, feeling , question, and

content.

Example:” you are feeling tension, and anxiety”

6. Silence: lack of verbal communication for a therapeutic reason.

Example:” sitting with patient and use non verbal communication.

Factors to Improve Therapeutic Communication

1. Make and keep eye contact at all times.

2. Provide your name and use patient’s proper name.

3. Tell patient the truth.

4. Use simple language with patient.

5. Be careful what you say about patient to others.

6. Be aware of your body language.

7. Speak slowly, clearly especially patient as the hearing-impaired patient.

8. Allow the patient time to answer.

9. Act and speak in a calm, confident manner.

10. Address the needs of patients with disabilities.

Tips of Therapeutic Communication

Try hard not to shout:

1. Reduce noise when possible.

2. Move the patient to a quiet area.

3. Speak close to the patient’s ear in a calm voice.

4. Complete all your history taking at once.

5. Ask personal questions quietly and in private.

6. Communication is critical in challenging environments

2. Non Therapeutic Communication

1. False Reassuring e.g. (Sure you will, “Everything’s going

to be all right.”

2. Rejecting

3. Advising

4. Requesting

5. Neglecting the feeling of the patient

Note: these non therapeutic communication should be avoided.

Communication With other Health Care Professionals

• The following six component must

be included in the oral report.

1. Opening information: Include

patient name, age, gender, chief

complaint, nature of the illness.

2. Detailed information: during

radio report.

3. Any important history.

Communication With other Health Care Professionals

4. The patient response to

treatment.

Initial treatment that provided

5. Vital signs

6. Assess during transport.

A. Other information

B. Information gathered during

transport, as ( medication )

Communicating with older patients

Old patients:-

• Older patients are harder to

communicate with than anyone

else.

A. Illnesses may be more

complex.

B. May be differences in

hearing, mobility, etc.

C. Older patients who express

that are not well.

Communicating with older patients

Tips of communicating with old patients:

1. Identify yourself.

2. Look directly at patient.

3. Speak slowly and clear

4. Explain what you are going to do before you do it.

5. Listen to the answer the patient gives you.

6. Show the patient respect.

7. Do not talk about the patient in front of him or her.

8. Be patient!

Communicating with children

Children can be difficult patients.

A. Practice skills to help improve these interactions.

B. Fear is cause severe anxiety in children.

• Children may be fearful by:

A. Your uniform.

B. The ambulance.

C. A crowd of people gathered around them.

• Let a child keep a favorite toy, doll, security blanket.

• If possible, have a family member or friend nearby.

– If practical, let parent hold child during evaluation and

treatment.

Communicating with children according Age

1. Children: Less than 2 years old

1. Maintain friendly eye contact.

2. Smile.

3. Give calm, and reassurance.

4. Minimize movements.

5. Lower your voice.

6. Keep eye level at or below child’s.

7. Be honest.

8. If possible, involve a parent with the

care.

Communicating with children according Age

3. Adolescents:1. May not want their parents present.

• An adult who assists on monitoring.

• Do not refuse, but

inform ED physician.

2. Offer options; honor their choices.

3. Modesty is especially important.

2. For young children:

Toys may be useful.

Create a toy to connect with the

child.

Communicating with hearing impaired

Patient who are hearing impaired are usually have disability.

Remember the following five steps to efficiently communicate with patients who are hearing impaired.

1. have paper and a pen available.

2. if patient can read lips, you should face the patient and speak slowly.

3. never shout.

4. be sure to listen carefully, ask short

question, and give short answer.

Communicating with visually impaired

Like hearing impaired patients.

Remember the following steps to efficiently

communicate with patients who are visually impaired.

1. Explain every thing you are doing in detail.

2. Be sure to stay in physical contact with the patient.

3. Transport any mobility aids as stick.

Communicating with non English speaking

1. First step is to find out how much English the

patient can peak.

2. Use short , simple question and simple words.

3. If the patient doesn’t speak any English , find a

family member to act interpreter.

4. Avoid use medical terms.

EMS Communication Systems Equipments

• Radio communication.

1. Base stations.

2. Mobile radio.

3. Portable radios.

4. Repeater-based systems.

5. Digital equipment.

6. Cellular/satellite telephones.

7. Other equipment.


1. Base station: defined as is containing two ways radio consist of transmitter and receiver that is located in a fixed place.

base station may include dispatch centers , fire stations, ambulance bases, or hospitals.

Base station


2. Mobile and potable radio:

is built up in ambulance care or (vehicle) used to communicate with:

DispatcherMedical controlAnother unitAn ambulance will often have more than mobile radio.

• One radio may be used to communicate with the dispatcher or other public safety agencies.

• A second radio is often used for communicating patient information to medical control.

• Portable radios are hand-held devices.

• Essential at the scene


3. Repeater based systems

• is a special base station radio receives massage and signals on one

frequency and then automatically retransmits them on a second

frequency.

Advantages of repeaters

1) Permits communication over a large area.

2) Allows flexibility in areas with abnormal land.

3) Assures better communication.

4) Weak transmissions will be heard.

5) A repeater is able to receive low-power signals.


4. Digital Equipment:

a) Digital signals are also apart of EMS communication

b) Voice is not the only EMS communication.

c) Some EMS systems use telemetry to send an electrocardiogram

from the unit to the hospital.

d) Electronic signals are converted into coded.

Example: of telemetry is a fax message.

e) Digital signals are faster than spoken words and allow more

choices and flexibility.


5. Cellular/Satellite Telephones:

A. Cellular phone: (Be familiar), Simply low-power portable radios.

B. Satellite phones: (sat phones) are another option, this phone use Satellite

Advantage of cellular/satellite telephones:

i. Know the location of dead spots.

ii. Used for large areas.

iii. Receives weak transmissions and relays to base station


6. Other Communications Equipment

• Trunking systems use latest technology to allow greater

traffic.

• is a complex type of computer-controlled two-way radio

system that allows sharing among a large group of users.

– Receive data directly from dispatch center

– Allow for expanded communication capabilities (eg, maps)

https://en.wikipedia.org/wiki/Two-way_radio


Digital

SatellitePortable

Cell phone

Modes of Radio Operation

1. Simplex: Uses one frequency to either transmit or receive. ( push to talk , release to listen) mode

2. Duplex: Uses two frequencies to transmit and receive together. ( talk and listen) mode

3. Multiplex: Combines signals to transmit together on

one frequency.

4. Digital radio: helps clear up lost transmissions.

5. Digital trunked radios: have channels related by

groups.

Radio Communications

Federal Communications Commission (FCC):-

• regulates all radio operations in the United States.

• The FCC has five principal EMS include:-

1. Allocates specific radio frequencies for use by EMS provider.

2. Establishes licensing standards and operating specifications for radio

equipment.

3. Licenses base station and assigning appropriate radio call signs for

those station. (license is usually issued for 5 years).

4. Establishes limitations for transmitter power output.

5. FCC regulates power to reduce radio interference between

communication system.

6. Monitors radio operations

Dispatch

Definition of dispatch: The process of sending

prehospital care (Emergency Medical Services or

EMS) vehicles and personnel to respond to requests for

medical aid.

Involves personnel, facilities, vehicles, and communications.

Dispatch

• Is a vital part of the paramedic team:

1. Obtains as much information as possible.

2. Directs appropriate vehicle(s) to the scene.

3. Provides caller with information.

4. Monitors and coordinates communication.

5. Maintains written records.

Dispatcher Responsibilities

The dispatcher has several important responsibilities:-

1. Answer the telephone immediately.

2. Identify himself or herself and the agency.

3. Speak directly into the mouthpiece. (speaker)

4. Observe telephone instructions.

5. Take charge of the conversation.

Information Received from Dispatch

• Information which crew/vehicle to dispatch.– Depends on:

1. Nature and severity of injury, illness, or incident.

2. Location of incident.

3. Number of patients.

4. Responses by other agencies.

5. Special information.

6. Time dispatched.

Communicating With Dispatch

1. Report any problems

during run.

2. Advise of arrival.

3. Communicate scene size-

up.

4. Keep communications

brief.

Giving the patient report

The report commonly includes seven elements:

1- Your unit identification and level of services e.g. BLS.

2. The receiving hospital and your estimated time of arrival.

3. Patient Age and gender.

4. Patient’s chief complaint

5.A brief history of present problem.

6. A brief report of physical findings.

7.A brief summary of the care given and any patient response.

Relaying Information to Medical Control

• Communications with

medical control should be

concise and accurate.

Use a standard format.

• Different methods as

Know protocol.


• Radio use principles:-

1. Protect patient privacy.

2. Ensure on, volume adjusted.

3. Clear frequency before beginning transmission Ultra high-frequency (UHF) Very high-frequency (VHF)

4. Press microphone key/push talk key, wait 1-2 seconds before speaking.

5. Speak in normal tone, 2-3 inches from mouth.


6. Identify whom calling, then self

7. Wait for response indicating you may transmit Plain English, clear text.

8. Brief transmissions.

9. sound Clarify sound-alike phrases.

10. Use words easy to hear.

11. Use echo procedure.

12. Standard format for transmission.

13. Confirm message received.

Special Interview Situations

Some situations require special techniques.Difficult patients are especial.General tips for caring for difficult patients:-

1. Be carful , maintain eye contact.

2. Introduce yourself; ask for the patient’s name.

3. Use open-ended questions.

4. Provide positive feedback.

5. Make sure patient understands you.

6. Continue to ask questions; rephrase if necessary.

7. Use patience, persistence.

People Who Are Hostile (inimical)

Additional tips include:

1. Identify escape routes.

2. Be carful.

3. Ask permission to interact with the patient.

4. Be wary for signs of impending attack.

5. Be prepared to escape if necessary.

Assessing Mental Status

• Mental status is often indicator of the illness or injury.

AVPU is one of the rapid ways to asses:-

1. A: Alert to person, place, and day.

2. V: Verbal response.

3. P: Pain response.

4. U: Unresponsive.

Sexually Aggressive Patients

1. Follow your agency’s policies.

2. Make sure someone is always present.

3. Communicate professionally and

politely.

Avoid sexually unclear words.

4. Document your interview.

Get witness names and signatures on notes.

MEDICAL TERMINOLOGY IN EMS

Medical terms are mainly derived from Latin.

Integrates comprehensive anatomic and medical

terminology and abbreviations into written and oral

communication with colleagues and other health care

professionals.

Common Medical Terminology in EMS

Term meaning

An Without

Algia Pain

Brady Slow

Tachy Fast

Neuro Nerve

hyper Above

hypo under

Question for critical thinking

• Good communication is important at work. There are

different channels of communication, and many

communication media for us to choose. Can you

explain how you can achieve good communication in

the work?

2015 - 2016 at the end of the session the student will be able to : 1. define the communication. 2....

Documents

technique of communication

emsrole of communication

system communication

types of communication

component of communication

ems communication power

list phases of communication

senders message