ch10 (Lecture) - Communications

EMT COMPLETE
A Comprehensive Worktext
SECOND EDITION
CHAPTER 10
Communications
EMT Complete: A Comprehensive Worktext, 2nd Ed.

Copyright © 2014, 2007 Pearson Education, Inc.
Le Baudour | Batsie | Dickinson
Learning Readiness
• EMS Education Standards, text p. 241

• Objectives, text p. 241
• Key terms, text p. 241

Setting the Stage
• Overview of Lesson Topics

 The Role of Communication
 The Communication Process
 Interpersonal Communication
 Radio Communication
 Medical Communication

EMERGENCY DISPATCH
• Chapter 10 Emergency Dispatch, text p. 242

EMERGENCY DISPATCH
• Discussion Questions
 What is the likely cause of the EMT's
inability to give accurate patient
information, despite the patient having
provided the information?
 What is the impact of poor
communication on patient care?
 How can such communication problems
be avoided?

Introduction
• Communicating clearly is a key EMT

responsibility
• EMTs communicate with a variety of
parties
• Effective communication can be
challenging
• Good communication has several key
characteristics

The Role of Communication
The rapport you build with your patient through effective communication skills will
greatly improve your ability to provide the appropriate care.

• Improved patient care and decision

making
• Patients remember the way you
interacted with them
• Proper communication can reduce the
likelihood of lawsuits

• Four broad categories of

communication
 Verbal
 Nonverbal
 Written
 Visual
• EMTs use tools, such as radios and
computers, in communication

The Communication Process
• Communication requires talking and

listening
• A message is transmitted from a sender
to a receiver
• Messages can be blocked or
misinterpreted

The communication process involves many steps.

The majority of communication is delivered through our body language.

• Not being face-to-face creates barriers

to effective communication

• Awareness helps reduce barriers to

communication
 Physical
 Perceptual
 Emotional
 Cultural
 Language
 Gender
 Interpersonal

• Strategies for effective communication

 Speak clearly, use words appropriate to
the other person's understanding
 Keep an open mind, reduce
defensiveness when you disagree with
the other person


 Become an active listener
 Be assertive when appropriate,
especially when safety is at stake


 Be aware of body language
 Accept the reality of miscommunication
and learn from each situation


 Use body language to overcome
language barriers; try to find an
interpreter
 For patients with hearing impairment,
try communicating through writing

Interpersonal Communication
• Occurs between 3 or fewer participants

in close proximity
• Allows immediate feedback

Interpersonal Communication
• Effective communication includes:

 Listening
 Tone of voice
 Clarity of speech
 Body language and position
 Touch, when appropriate

Therapeutic Communication
• Therapeutic communication is a
face-to-face communication process
that focuses on advancing the physical
and emotional well-being of a patient

• Three objectives of therapeutic

communication
 Collecting information
 Assessing behavior
 Educating and informing

• Trust is essential
 There is little time to establish trust
 Without trust, patients may withhold
information or refuse care

• Strategies for successful interviewing

 Introduce yourself; identify your level of
training
 Obtain and use the patient's name
 Position yourself at the patient's level
 Ask one question at a time; allow time
for response
 Listen carefully
 Restate answers for clarification
You may have to alter your communication approach depending on the age of the
patient.

• Question construction
 Open-ended questions require the
patient to elaborate
 Closed-ended questions restrict the
range of possible answers
 Avoid leading questions

Transfer of Care
• Give a verbal report whenever patient

care is transferred to another provider
• The verbal report is essential to the
continuum of care

Transfer of Care
Upon arrival at the receiving facility, you must provide a detailed verbal report to
those taking over care of the patient.

Transfer of Care
• Minimum information required

 Patient's name and age
 Chief complaint
 Summary of current condition
 Pertinent past medical history
 Vital signs
 Pertinent physical exam findings
 Overview of care provided and patient's
response
Stop, Review, Remember

Radio Communication
• Radio communication in the U.S. is

regulated by the FCC
• Radio communications may be picked
up by scanners; never use patients'
names on the radio
• EMS communication equipment
includes hardware and software

Radio Communication
A typical EMS communication system is a complex system made up of many

components.

Radio Communication
• Guidelines for radio communication

 Turn on the radio; adjust volume
 Listen before transmitting
 Press the “push to talk” or “PTT” button
for one second before speaking
 Speak with your mouth two to three
inches from the microphone
 Address the unit you are calling by its
identifier

Radio Communication
• Guidelines for radio communication

 The unit being called acknowledges by
saying “Go ahead”
 Speak clearly and slowly
 Keep transmissions brief
 Do not use patient names on the air; do
not give judgments or make negative
comments over the air

Radio Communication
A typical vehicle-mounted mobile data terminal.

Radio Communication
• Mobile data terminals

 Vehicle-based computer
 Provides dispatch information
 May allow for patient care report data
entry

Radio Communication
Smart phones are becoming useful tools in the prehospital setting.

Radio Communication
• Smart phones
 Can be used to reach communication
center or hospital
 Provide easy access to reference
information

Radio Communication
• Information transmitted on EMS calls

 Dispatch information
 En route notification
 On-scene notification
 En route to the hospital notification
 Arrival at the hospital notification
 In-service notification
 Back in quarters notification


Medical Communication
• Reports must be pertinent, concise, and

accurate, and must contain sufficient
information

A specially trained nurse or physician at the hospital will take your report via radio.

• Hospital call-in information

 Your unit identifier and level of
certification
 ETA
 Patient's age and gender
 Chief complaint
 Brief history of the present illness or
injury

• Hospital call-in information

 Past medical history
 Vital signs and mental status
 Findings of your examination
 Emergency care provided
 Patient's response to care; changes
observed

• Requesting advice from medical

direction
 Reasons
• Required by protocol
• Patient refusals
• Consultation with physician
 Format is similar to hospital call-in
report


direction
 Additional information needed
• Your specific question or request
• Description of signs and symptoms that
match the order you are requesting


direction
 Additional information needed
• Patient's medication allergies
• Whether the medication is prescribed to
the patient, whether he has already
taken any, and what the response was


direction
 When you receive an order always
repeat it back for confirmation
 If the order seems unusual or unclear,
ask for clarification

• Verbal reports at the hospital

 Always give a face-to-face verbal report
to the provider assuming the patient's
care

• Verbal reports at the hospital

 Restate the chief complaint
 Changes in the patient's condition
 History information not previously
presented
 Treatments administered en route
 Vital signs taken en route
 Additional information not presented in
the radio report

Lesson Summary
• Communication is critical in patient

care
• Good listening skills are essential
• Information is transmitted verbally and
through body language

Lesson Summary
• Seek assistance from others if you do

not speak the patient's language
• Form questions thoughtfully to get the
information needed
• Therapeutic communication is designed
to advance the patient's emotional and
physical well-being

Lesson Summary
• Verbal and radio reports must be

concise, complete, and relevant
• Repeat medication orders back for
confirmation
• Follow radio communication etiquette


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EMT COMPLETE

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• EMS Education Standards, text p. 241

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Overview of Lesson Topics

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Chapter 10 Emergency Dispatch, text p. 242

EMT Complete: A Comprehensive Worktext, 2nd Ed.

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Communicating clearly is a key EMT

EMT Complete: A Comprehensive Worktext, 2nd Ed.

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Improved patient care and decision

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Four broad categories of

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Communication requires talking and

EMT Complete: A Comprehensive Worktext, 2nd Ed.

The communication process involves many steps.

EMT Complete: A Comprehensive Worktext, 2nd Ed.

The majority of communication is delivered through our body language.

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Not being face-to-face creates barriers

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Awareness helps reduce barriers to

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Strategies for effective communication

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Strategies for effective communication

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Strategies for effective communication

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Strategies for effective communication

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Occurs between 3 or fewer participants

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Effective communication includes:

EMT Complete: A Comprehensive Worktext, 2nd Ed.

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Three objectives of therapeutic

EMT Complete: A Comprehensive Worktext, 2nd Ed.

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Strategies for successful interviewing

EMT Complete: A Comprehensive Worktext, 2nd Ed.

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Give a verbal report whenever patient

EMT Complete: A Comprehensive Worktext, 2nd Ed.

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Minimum information required

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Radio communication in the U.S. is

EMT Complete: A Comprehensive Worktext, 2nd Ed.

A typical EMS communication system is a complex system made up of many

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Guidelines for radio communication

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Guidelines for radio communication

EMT Complete: A Comprehensive Worktext, 2nd Ed.

A typical vehicle-mounted mobile data terminal.

EMT Complete: A Comprehensive Worktext, 2nd Ed.

• Mobile data terminals

EMT Complete: A Comprehensive Worktext, 2nd Ed.

Smart phones are becoming useful tools in the prehospital setting.