EMS Communication Principles

Effective Communication

• Communication is the activity of conveying information
• Individuals to communicate with: patients, partner, other EMS personnel, fire personnel, and law enforcement personnel

Types of Communication

• Verbal: words and sounds that make up language we speak
• Nonverbal: body language, eye contact, and gestures
• Written: use of letters and words to express language we speak
• Visual: signs, symbols, and designs

Strategies for Effective Communication

• Speak clearly and use understandable words and terminology
• Keep an open mind and resist being defensive
• Be an active listener
• Be assertive, especially when safety is at stake

Strategies for Successful Interviewing

• Introduce yourself and your level of training
• Obtain patient's name early and use it frequently during the interview
• Position yourself at or below patient's eye level to demonstrate caring and compassion
• Ask one question at a time and listen carefully to the patient's responses
• Restate patient's answers for clarification when necessary

Transfer of Care

• Physical and verbal "handing off" of care from one healthcare provider to another
• Continuum of care ensures consistent and appropriate care
• Information to transfer: patient's name and age, chief complaint, brief account of current condition, past pertinent medical history, vital signs, pertinent findings from physical exam, overview of care provided, and patient's response to care

Radio Communications

• Radio system: transmitters, receivers, repeaters, and antennae
• Dispatch centers use base station radios that transmit over a wide area
• EMS personnel carry pagers and handheld radios

Patient Care Reports

• Documentation is a permanent record of provided care
• Reports may be handwritten or electronic
• Recognized by different titles: run reports, patient care reports, prehospital care reports

Reasons for Accurate and Complete Documentation

• Continuity of care
• Education
• Administration
• Quality assurance
• Legal purposes

Minimum Data Set

• Time incident was reported to 911
• Time of dispatch
• Time of arrival at patient's location
• Time patient was transported from incident location
• Time patient arrived at destination
• Time patient care was transferred to more advanced providers
• Patient's chief complaint, vital signs, demographics (age, gender, race, weight)

Methods of Documentation

• Paper forms: PCR forms filled out by hand
• Computer-scan forms: PCR forms completed by hand in a fill-in-the-bubble format
• PDAs or handheld computers: specialized software for entering PCR information
• Laptop computers: software for completing PCR and printing or sending wirelessly to hospital or central database
• Data-enabled cellular devices: advance documentation methods