Effective EMS Communication

• Effective communication is a critical skill for EMS providers, ensuring smooth coordination, clear interaction, and accurate documentation.

Verbal and Written Communication in EMS

• EMS communication involves interpersonal communication, radio communication, and written documentation.

Interpersonal Communication

• EMS providers communicate with patients, the public, and fellow personnel, building trust and improving patient outcomes.

Communication with Patients

• Active listening involves paying attention, making eye contact, and responding appropriately.
• Empathy and reassurance are crucial, especially in high-stress situations.
• Cultural sensitivity is important, acknowledging different cultural norms and language barriers.
• Medical terminology should be avoided when speaking to patients, using plain language.
• Verbal and non-verbal cues, such as body language and tone, impact communication.

Closed vs. Open-Ended Questions

• Closed-ended questions are for rapid assessment, for example, "Are you in pain?"
• Open-ended questions encourage detailed responses, like “Can you describe what happened?".

Communication with the Public

• Maintain professionalism, even with emotional or hostile bystanders.
• Provide clear information without violating HIPAA.
• Offer reassurance without false promises.

Communication with Fellow EMS Providers

• Clear communication ensures smooth transitions of care.

SBAR Method

• The SBAR method is used during handoffs:
• Situation: Briefly describe the patient's condition.
• Background: Provide relevant medical history.
• Assessment: Describe current vital signs and physical findings.
• Recommendation: Suggest or ask for any necessary actions.

Radio Communications in EMS

• Radio communication is used for dispatch, on-scene coordination, hospital notifications, and inter-agency collaboration.

EMS Radio Systems

• Simplex systems are one-way (e.g., dispatch announcements).
• Duplex systems are two-way (like a phone conversation).
• Trunked systems are computer-controlled networks for multiple agencies.

Radio Communication with Dispatch

• Dispatch provides call nature, location, response priority, and safety concerns.
• Confirmation of receipt and any updates must be provided in response.

Radio Reports to the Hospital

• Radio reports to the hospital should include: unit identification and level of care (e.g., “Medic 52, ALS unit"), patient's age, gender, and chief complaint, brief history and assessment findings (including vital signs), treatments provided and responses, and ETA (Estimated Time of Arrival).

Federal Communications Commission (FCC) Regulations

• The FCC regulates EMS radio use.
• Unauthorized transmission of patient information is prohibited.
• Avoid profanity, unnecessary chatter, or false information.

Documentation in EMS

• Proper documentation is crucial for medical, legal, and quality improvement.

Importance of Thorough and Accurate Documentation

• A well-documented report can be used as legal protection.
• It also helps receiving hospitals provide appropriate care.
• Insurance companies rely on documentation for billing and reimbursement.
• EMS agencies review reports for training and improvement (quality improvement).

Components of a Patient Care Report (PCR)

• PCR (Patient Care Report) components include:
• Administrative information, such as date, time, unit number, and EMS personnel involved.
• Dispatch and response details, such as time call received and response mode (lights and sirens vs. no lights/sirens).
• Patient information, including name, age, sex, date of birth, and medical history.

Assessment Findings

• Chief complaint (why EMS was called).
• Initial and ongoing assessments (vital signs, Glasgow Coma Scale, physical exam).
• Treatment and Response; interventions performed (oxygen, IV, medications) and patient's response to treatment.
• Transport information, the destination hospital and reason for choice, and mode of transport (stretcher, stair chair, walking)

Narrative Summary

• Clear, chronological description of events should be included in reports.
• Avoid personal opinions, biases, or assumptions.
• Use objective language, for example, “Patient states he has chest pain" instead of “Patient appears to be faking."

Special Documentation Considerations

• Maintain confidentiality (HIPAA): No discussing patient information outside of necessary medical personnel, avoid social media posts, and no sharing reports without patient consent.

Patient Refusals

• Patients have the right to refuse care if they are competent.
• Documentation for these cases should include mental status (A&Ox4), risks explained, refusal signed by patient (if possible), family or law enforcement involvement if needed and encouragement to seek care.

Mass Casualty Incidents (MCI) Documentation

• Use triage tags instead of full PCRs for MCI events.
• Document priority levels (Red, Yellow, Green, Black).
• Full PCRs may be completed based on EMS agency policy later on.

Correcting Errors

• For paper reports: Draw a single line through the error, initial it, and write the correction.
• For electronic reports; follow system protocol for corrections.

Key Takeaways

• Effective communication ensures smooth EMS operations and better patient outcomes.
• Verbal communication must be clear, respectful, and adapted to the situation.
• Radio communication should be structured, concise, and follow FCC regulations.
• Thorough documentation is critical for legal, medical, and quality assurance purposes.
• Confidentiality and patient refusals must be handled carefully to comply with HIPAA and legal standards.
• Special documentation considerations include MCIs, refusals, and error corrections.