Calltaking

Question 1

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

Answer 1

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

Question 2

Call answer phrase

Answer 2

Ambulance what’s the address of the emergency

Question 3

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

Answer 3

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

Question 4

ProQA is not launched when…

Answer 4

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

Question 5

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

Answer 5

1. Shorthand expander
2. Trigger advisors

Question 6

Describe Purple

Answer 6

Emergent and immediate life threatening conditions

Question 7

Describe Red

Answer 7

Emergent and potentially life threatening conditions

Question 8

Describe Orange

Answer 8

Urgent and potentially serious, but no immediate threat to life

Question 9

Describe yellow

Answer 9

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

Question 10

Describe Green

Answer 10

May be deferred without threat to life

Question 11

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

Answer 11

35 or older

Question 12

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

Answer 12

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

Question 13

How does the calltaker handle an update call

Answer 13

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

Question 14

Patient/Incidents Status Check time frames for Orange calls

Answer 14

Every 30 minutes

Question 15

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

Answer 15

Every 60 minutes

Question 16

System Overload: which order are lines on hold processed?

Answer 16

Highest priority first

Question 17

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

Answer 17

After determinant code selected and call committed

Question 18

What is Emergency Rule?

Answer 18

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

Question 19

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

Answer 19

Ambulance, what is the purpose of your call?

Question 20

What happens when there isn’t an ANI drop?

Answer 20

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

Question 21

What happens when there isn’t an ALI drop?

Answer 21

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

Question 22

ANI/ALI - no voice contact procedure

Answer 22

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

Question 23

ANI/ALI Drop with No voice contact

Answer 23

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

Question 24

Lost Contact during the call

Answer 24

• 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)

Question 25

Overriding MPDS

Answer 25

* 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

Question 26

Please list post override activities

Answer 26

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

Question 27

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

Answer 27

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

Question 28

# Callbacks Callback with Hazard or Address Change

Answer 28

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

Question 29

# Callback Callback with change in pt condition

Answer 29

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

Question 30

# Callback Callback for Cancellation

Answer 30

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

Question 31

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

Answer 31

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

Question 32

# Callback Allied Agency on Scene WITH Pt Contact and Threat to Life

Answer 32

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 5. Update Original with new Problem type to match and

Question 33

# Admin/OOT Desk Patient Incident Checks will be performed every (x) minutes

Answer 33

Orange - 30 minutes Yellow, Incident Standby, Green - 60 minutes | Then enter /PIC in the call to reset the timer

Question 34

ADDS Dashboard

Answer 34

Low Acuity Dashboard Ambulance Dispatch something Support