Chapter 4

Communications
and Documentation
 National EMS Education
Standard Competencies (1 of 4)
Preparatory
Applies fundamental knowledge of the EMS
system, safety/well-being of the AEMT,
medical/legal and ethical issues to the
provision of emergency care.
 National EMS Education
Standard Competencies (2 of 4)
Therapeutic Communication
Principles of communicating with patients in a
manner that achieves a positive relationship
– Interviewing techniques
– Adjusting communication strategies for age,
stage of development, patients with special
needs, and differing cultures
– Verbal defusing strategies
– Family presence issues
– Dealing with difficult patients
 National EMS Education
Standard Competencies (3 of 4)
EMS System Communication
Communication needed to
– Call for resources
– Transfer care of the patient
– Interact within the team structure
– EMS communication system
– Communication with other health care
professionals
– Team communication and dynamics
 National EMS Education
Standard Competencies (4 of 4)
Documentation
• Recording patient findings
• Principles of medical documentation and
report writing
Medical Terminology
Uses foundational anatomical and medical
terms and abbreviations in written and oral
communication with colleagues and other
health care professionals
 Introduction (1 of 5)

• Communication is the transmission of

information to another person.
– Verbal
– Nonverbal (through body language)
• Effective communication is an essential
component of prehospital care.
 Introduction (2 of 5)

• Verbal communication skills are important

for AEMTs. They enable you to:
– Gather critical information
– Coordinate with other responders
– Transfer patient care
 Introduction (3 of 5)

• Documentation
– Written part of patient’s permanent medical
record
– Demonstrates appropriate care was delivered
– Helps others who may participate in patient’s
future care
 Introduction (4 of 5)

• Complete patient records

– Guarantee proper transfer of responsibility
– Comply with requirements of health
departments and law enforcement agencies
– Fulfill your organization’s administrative needs
 Introduction (5 of 5)

• Radio and telephone communications

– Link you to:
• Other EMS members
• Fire department
• Law enforcement
– You must know:
• What your system can and cannot do
• How to use system efficiently and effectively
 Therapeutic Communication
(1 of 2)

• Uses verbal and

nonverbal
communication
techniques and
strategies to:
– Encourage patients
to express how
they feel.
– Achieve a positive
relationship with
patient.
Therapeutic Communication
(2 of 2)

• Shannon-Weaver
communication model
– Sender takes a thought
• Encodes into
message.
• Sends message to
receiver.
– Receiver decodes
message
• Sends feedback to
sender.
 Age, Culture, and Personal
Experience (1 of 2)
• Shape how a person communicates
• Body language and eye contact are greatly
affected by culture.
• Tone, pace, and volume of language reflect
mood of person and perceived importance
of message.
 Age, Culture, and Personal
Experience (2 of 2)
• Ethnocentrism
– Considering your own cultural values more
important than those of others.
• Cultural imposition
– Forcing your values onto others.
 Nonverbal Communication

• Body language
provides more
information than
words alone.
• Facial expressions, © Photodisc

body language,
and eye contact
are physical cues.

© Photodisc
Physical Factors

• Noise: Anything that

dampens or
obscures true
meaning of
message.
• Proxemics: Study of
space and how
distance between
people affects
communication.
 Verbal Communications

• Asking questions is one of the most

fundamental functions of the AEMT.
– Open-ended questions require some level of
detail in response.
• Use whenever possible.
– Closed-ended questions can be answered in
very short responses.
• Use if patient cannot provide long answers
Communication Tools
Interviewing Techniques
(1 of 2)

• When interviewing
a patient, consider
using touch to
show caring and
compassion.
– Use consciously
and sparingly.
– Avoid touching the
torso, chest, and
face.
 Interviewing Techniques
(2 of 2)

• Some interview techniques to avoid include:

– Giving unsolicited advice
– Asking leading questions
– Interrupting
– Using “why questions”
– Speaking in professional jargon
 Family, Friends, and
Bystanders
• May be valuable.
• Allow patient to answer your questions if he
or she is able and wants to.
– Do not be afraid to ask others to step aside.
• You may need to decide if having family
and friends nearby will make patient more
or less anxious.
 Golden Rules

• Practices that help

calm and reassure
patients include:
– Make and keep
eye contact at all
times.
– Tell patient the
truth.
– Speak slowly, Courtesy of Rhonda Beck

clearly, and
distinctly.
 Communicating With
Difficult Patients
• Diffuse situations by staying calm.
• Talk openly and honestly.
• Always consider scene safety.
– Call for backup when necessary.
Communicating With
Older Patients
• Be especially
vigilant for
objective changes.
• When possible,
give patients time
to pack personal
items.
– Help locate hearing
aids, glasses, etc.
 Communicating With
Children (1 of 3)
• Emergency situations are frightening.
– Fear is most obvious and severe in children.
• Children may be frightened by:
– Your uniform
– The ambulance
– A crowd of people gathered around them
 Communicating With
Children (2 of 3)
• Let a child keep a
favorite toy, doll,
security blanket.
• If possible, have a
family member or
friend nearby.
– Let the parent or
guardian hold the
child if practical.
© Craig Jackson/IntheDarkPhotography.com
 Communicating With
Children (3 of 3)
• Be honest.
– Tell the child ahead of time if something will
hurt.
• Respect the child’s modesty.
• Speak in a professional, friendly way.
• Maintain eye contact.
• Position yourself at the child’s level.
Communicating With Hearing-
Impaired Patients (1 of 3)
• Most have normal intelligence and are not
embarrassed by their disability.
• Let patient see your lips.
• Hearing aids:
– Be careful they are not lost during accident.
– They may be forgotten if patient is confused.
– Ask family about use of a hearing aid.
Communicating With Hearing-
Impaired Patients (2 of 3)
• Steps to take to effectively communicate:
– Have paper and pen available.
– If patient can read lips, face patient and speak
slowly and distinctly.
– Never shout.
– Listen carefully, ask short questions, and give
short answers.
Communicating With Hearing-
Impaired Patients (3 of 3)

Jones & Bartlett Learning. Courtesy of MIEMSS.

• Steps (cont’d):
– Learn some simple sign language. For example:
• Sick (left)
• Hurt (middle)
• Help (right)
Communicating With Visually
Impaired Patients (1 of 3)
• Ask the patient if he or she can see at all.
– Visually impaired patients are not necessarily
completely blind.
– Expect your patient to have normal intelligence.
• Explain everything you are doing as you are
doing it.
Communicating With Visually
Impaired Patients (2 of 3)
• Stay in physical contact with patient as you
begin your care.
• If patient can walk to ambulance, place his
or her hand on your arm.
• Transport mobility aids such as cane with
patient to hospital.
 Communicating With Visually
Impaired Patients (3 of 3)
• Guide dogs
– Easily identified by
special harnesses.
– If possible,
Courtesy of the Guide Dog Foundation for the Blind. Photographed by

transport dog with

patient.
• Alleviates stress for
patient and dog.
– Otherwise,
arrange for care of
Christopher Appoldt.

the dog.
 Communicating With Non-
English Speaking Patients
• You must find a way to obtain a medical
history.
• Find out if patient speaks some English.
• Use short, simple questions.
• Point to parts of the body.
• Have a family member or friend interpret.
• Consider learning some common phrases in
another language used in your area.
 Communicating With Special
Needs Patients
• Do not overlook needs of people with
communication disorders.
• Touch and eye contact are helpful bridging
mechanisms.
• Family members can facilitate your efforts.
 Communicating With Other
Health Care Professionals
• Your reporting
responsibilities do
not end when you
arrive at the
hospital.
• Give oral report to
hospital staff
member who has
at least your level
of training.
Oral Report Components
 Base Station and Mobile
Radios
• Base station • Mobile radios:
radios: – Installed in a
– Any radio vehicle
hardware – Used to
containing communicate with
transmitter and the dispatcher and
receiver in a fixed medical control
place
 Portable Radios

• Portable radios:
– Hand-held devices
– When away from
ambulance, used
to communicate
with:
• Dispatch
• Another unit
• Medical control © Jones & Bartlett Learning. Courtesy of MIEMSS.
 Repeater-based Systems

• Special base station radio that:

– Receives messages/signals on one frequency.
– Automatically retransmits on second frequency.
 Digital Equipment

• In addition to voice communication, some

EMS systems:
– Transmit electrocardiograms from unit to
hospital.
– Use digital signals in paging and tone-alerting
systems.
 Cellular/Satellite Telephones

• AEMTs often communicate with receiving

facilities by cellular telephone
– Simply a low-power portable radio
• Can also use satellite phones (satphones)
– Can be easily overheard on scanners
• Respect privacy
• Speak in a professional manner
 Other Communications
Equipment (1 of 2)
• Ambulances • MED channels are
usually have an reserved for EMS
external public use.
address system. • Trunking systems
• Two-way radio use latest
hardware may be technology to allow
simplex or duplex greater traffic.
mode.
Other Communications
Equipment (2 of 2)
• Mobile data
terminals inside
ambulance:
– Receive data
directly from
dispatch center.
– Allow for expanded
communication
© Jones & Bartlett Learning. Courtesy of MIEMSS.
capabilities (eg,
maps).
 Federal Communications
Commission (FCC) (1 of 2)
• Regulates radio operations in the U.S.
• EMS responsibilities include:
– Allocating specific radio frequencies
– Licensing base stations
– Assigning call signs
 Federal Communications
Commission (FCC) (2 of 2)
• EMS responsibilities (cont’d):
– Establishing:
• Licensing standards
• Operating specifications
• Limitations for transmitter output
– Monitoring radio operations
 Notification

• All EMS systems

depend on the skill
of dispatcher.
– Determines relative
importance of 9-1-1
calls.
– Assigns appropriate
response unit(s).
– Provides key
information to
responding units.
 Dispatch

• Communicates from service headquarters

with responding EMS team.
• Gives information on the incident.
• Inform the dispatcher when you arrive on
the scene.
 En Route Communications

• Once ambulance is underway, dispatcher

may phone caller for additional information.
– Will relay that information to you en route.

• Dispatcher may give prearrival instructions

to caller.
– For basic medical procedures before your arrival.
 Communications During
Transport
• Communicate with receiving hospital.
– Lets them know what to expect.

• Reassess patient conditions and vital signs.

– Report significant changes.

• Some services transmit PCR data to

emergency department.
Communicating With Medical
Control and Hospitals (1 of 5)
• Consulting with
medical control:
– Notifies hospital of
an incoming
patient.
– Provides
opportunity to
request advice or
orders.
© Jones & Bartlett Learning. Courtesy of MIEMSS.
– Advises hospital of
special situations.
Communicating With Medical
Control and Hospitals (2 of 5)
• Plan and organize radio communication
before you transmit.
• Deliver patient report in an objective,
accurate, and professional manner.
– Follow standard format established by local
EMS system.
– People with scanners may be listening.
Communicating With Medical
Control and Hospitals (3 of 5)
• Depending on how protocols are written,
you may need to call medical control for
permission before you:
– Administer certain medications
– Determine transport destination of patients
– Stop treatment and/or decide not to transport a
patient
Communicating With Medical
Control and Hospitals (4 of 5)
• Medical control is either off-line or online.
• In most areas, medical control is provided
by physicians working at receiving hospital.
• Physicians base their instructions on
information from AEMTs.
Communicating With Medical
Control and Hospitals (5 of 5)
• Never use codes, unless directed by
protocol.
• Once you receive an order, repeat it back.
• Do not blindly follow an order that does not
make sense.
 Special Situations

• Advise hospital of • When notifying

special situations, hospitals,
such as: remember:
– HazMat situations – The earlier, the
– Rescues in better
progress – Provide an
– Multiple-casualty estimate of people
incidents involved
– Identify patients’
special needs
 Effective Radio
Communications
• Use your system effectively.
• Standard radio operating procedures:
– Reduce misunderstandings
– Keep transmissions brief
– Develop effective radio discipline

• Follow local protocols.

 Maintenance of Radio
Equipment (1 of 2)
• Like other EMS equipment, radio equipment
must be serviced.
• The radio is your lifeline:
– To other public safety agencies (who protect you).
– To medical control.
 Maintenance of Radio
Equipment (2 of 2)
• At the beginning of your shift, check the
radio equipment.
• Radio equipment may fail during a run.
– Backup plan must then be followed.
– May include standing orders.
Written Communications and
Documentation
• Patient care report (PCR)
– Also known as prehospital care report
– Legal document
– Records all care from dispatch to hospital arrival
 Patient Care Report (1 of 2)

• PCR serves six functions:

– Continuity of care
– Legal documentation
– Education
– Administrative information
– Essential research record
– Evaluation and continuous quality improvement
 Patient Care Report (2 of 2)

• Information • Also contains

collected includes: administrative
– Chief complaint information:
– Level of – Such as the time
consciousness or when the incident
mental status was reported and
the EMS unit left
– Vital signs the scene
– Initial assessment – Used in billing,
– Patient research, quality
demographics improvement
 Types of PCRs

Courtesy of the Utah Department of Health

• Traditional written
form with:
– Check boxes
– Narrative section
• Computerized
version
 Parts of PCRs (1 of 2)

• The narrative section of the PCR may be

the most important.
• Includes information such as:
– Time of events
– Assessment findings
– Emergency medical care provided
– Refusal of care
 Parts of PCRs (2 of 2)

• Include significant negative findings and

observations about the scene.
• Do not record conclusions or judgments.
• Use standard abbreviations.
– Avoid radio codes.
• Remember: PCRs are confidential.
 Reporting Errors

• If you leave
something out or
record it incorrectly,
do not try to cover it
up.
• Falsification causes:
– Poor patient care.
– Possible suspension
and/or legal action.
 Refusal of Care

• A common source of lawsuits

– Thorough documentation is crucial.
• Document any assessment findings and
emergency medical care given.
• Have patient sign a refusal form.
– Have a witness sign as well.
• Complete the PCR.
 Special Reporting Situations

• Depending on local requirements, these

include:
– Gunshot wounds
– Dog bites
– Some infectious diseases
– Suspected physical or sexual abuse
– Mass-casualty incident (MCI)
 Medical Terminology

• All medical providers understand it.

• Medical personnel around the globe speak
same language: Latin.
• Taking a medical terminology course can be
helpful.
 Summary (1 of 14)

• Excellent communication skills are crucial in

relaying pertinent information to the hospital
before arrival.
• AEMTs must have excellent person-to-person
communication skills. You should be able to
interact with the patient and any family
members, friends, or bystanders.
 Summary (2 of 14)

• It is important for you to remember that people

who are sick or injured may not understand
what you are doing or saying. Therefore, your
body language and attitude are very important
in gaining the trust of both the patient and
family.
• You may need to adjust your body language to
account for different cultures. It is especially
important to be aware of eye contact; direct
eye contact is viewed as impolite or aggressive
in some cultures.
 Summary (3 of 14)

• There are specific communication techniques

you can learn to facilitate working with patients.
You may opt to use open-ended questions in
some instances and closed-ended questions in
others. Other techniques include using the
patient’s proper name, speaking in a steady,
calm tone, allowing the patient time to answer,
listening to and acknowledging what the patient
says, reassuring the patient, and protecting his
or her modesty. It is also important to tell the
patient the truth, even if it is unpleasant.
 Summary (4 of 14)

• The presence of family, friends, and

bystanders can be valuable or problematic. If
someone is hindering your efforts to care for
the patient, ask him or her to step outside for a
moment, but remember to consider whether
this will make the patient more anxious.
• Be careful what you say about the patient to
others. Sharing patient information may be
inappropriate and can be a HIPAA violation.
 Summary (5 of 14)

• You must also take special care of individuals

such as children, the elderly, and hearing-
impaired patients, visually impaired patients,
non-English-speaking patients, difficult
patients, and patients with other special needs.
 Summary (6 of 14)

• When you are working with difficult patients,

use the same techniques, but make extra effort
to be open and compassionate. Use open-
ended questions, provide positive feedback,
make sure the patient understands the
questions, and continue to calmly ask
questions. Consider the safety of the scene
and request additional resources if needed.
 Summary (7 of 14)

• Along with your radio report and oral report,

you must also complete a formal written report
about the patient before you leave the hospital.
This is a vital part of providing emergency
medical care and ensuring the continuity of
patient care. This information guarantees the
proper transfer of responsibility, complies with
the requirements of health departments and
law enforcement agencies, and fulfills your
administrative needs.
 Summary (8 of 14)

• The patient care report (PCR) may be

handwritten or electronically written. Either
way, it will include a checklist and a
narrative portion. The report should be
objective, accurate, and neat; this reflects
good patient care.
 Summary (9 of 14)

• If you make an error or omission in writing a

report, correct it. If you make an error in patient
care, write down what did or did not happen
and the steps that were taken to correct the
situation. Falsifying information on the PCR
may result in suspension and/or revocation of
your certification/license.
 Summary (10 of 14)

• Radio and telephone communication links you

and your team to other members of the EMS,
fire, and law enforcement communities. You
must know what your communication system
can and cannot handle.
 Summary (11 of 14)

• Components of an EMS communications

system include a base station, from which a
dispatcher communicates with field units. A
repeater may be used; this special base station
receives messages and signals on one
frequency and then automatically retransmits
them on a second frequency.
• In the ambulance, you will use both mobile and
portable radios to communicate with the
dispatcher and/or medical control. Cellular
phones and satellite phones are also used.
 Summary (12 of 14)

• You must also be able to communicate

effectively by sending precise, accurate reports
about the scene, the patient’s condition, and
the treatment that you provide.
• You will communicate with dispatch at many
points during an emergency call; it begins
when you are dispatched. You will also
communicate with the dispatcher to report any
special information en route, to confirm that you
have arrived at the scene, and to request any
additional needed resources.
 Summary (13 of 14)

• Once you are transporting the patient, you will

communicate with the receiving facility to let
them know what to expect. You must also
report any significant changes in the patient’s
condition, especially if the patient seems
worse. Medical control can then give new
orders and prepare to receive the patient.
 Summary (14 of 14)

• Remember, the lines of communication are not

always exclusive; therefore, you should speak
in a professional manner at all times.
• Reporting and record-keeping duties are
essential, but they should never come before
care of a patient.
 Review

1. When health care providers force their

cultural values onto their patients because
they believe their values are better, they
are displaying:
A. ethnocentrism.
B. proxemics.
C. nonverbal communication.
D. cultural imposition.
 Review

Answer: D.
Rationale: Forcing your own cultural values
onto others because you believe your values
are better is referred to as cultural imposition.
 Review (1 of 2)

1. When health care providers force their

cultural values onto their patients because
they believe their values are better, they
are displaying:
A. ethnocentrism.
Rationale: Ethnocentrism means considering
your own cultural values as more important.
B. proxemics.
Rationale: This is the study of space and how
the distance between people affects
communication.
 Review (2 of 2)

1. When health care providers force their

cultural values onto their patients because
they believe their values are better, they
are displaying:
C. nonverbal communication.
Rationale: This term simply means any
communication that does not use language.
D. cultural imposition.
Rationale: Correct answer
 Review

2. When communicating with an elderly

patient, you should:
A. approach the patient slowly and calmly.
B. step back to avoid making the patient
uncomfortable.
C. raise your voice to ensure that the patient can
hear you.
D. obtain the majority of your information from
family members.
 Review

Answer: A.
Rationale: Approach an elderly patient slowly
and calmly, use him or her as your primary
source of information whenever possible, and
allow ample time for the patient to respond to
your questions. Not all elderly patients are
hearing impaired; if the patient is hearing
impaired, you may need to elevate your voice
slightly.
 Review (1 of 2)

2. When communicating with an elderly

patient, you should:
A. approach the patient slowly and calmly.
Rationale: Correct answer
B. step back to avoid making the patient
uncomfortable.
Rationale: You may need to get closer. You
have to touch the patient to take vital signs.
 Review (2 of 2)

2. When communicating with an elderly

patient, you should:
C. raise your voice to ensure that the patient can
hear you.
Rationale: Not all elderly patients are hearing
impaired.
D. obtain the majority of your information from
family members.
Rationale: Always speak to the patient; the
patient’s responses can provide unlimited
information.
 Review

3. While caring for a 5-year-old boy with

respiratory distress, you should:
A. avoid direct eye contact with the child, as this
may frighten him.
B. avoid letting the child hold any toys, as this
may hinder your care.
C. realize that it is usually easy to deceive
children when treating them.
D. allow a parent or caregiver to hold the child if
the situation allows.
 Review

Answer: D.
Rationale: When caring for children, take
special care to avoid upsetting them. Allowing
a parent to hold the child or allowing the child
to play with a favorite toy often helps to keep
the child calm. Never lie to a child, or any
other patient for that matter; children can see
through lies and deceptions. Assure the child
that you can be trusted and are there to help
by maintaining eye contact.
 Review (1 of 2)

3. While caring for a 5-year-old boy with

respiratory distress, you should:
A. avoid direct eye contact with the child, as this
may frighten him.
Rationale: Eye contact helps to establish trust
with children.
B. avoid letting the child hold any toys, as this
may hinder your care.
Rationale: Playing with a toy can calm a child
and keep the child occupied.
 Review (2 of 2)

3. While caring for a 5-year-old boy with

respiratory distress, you should:
C. realize that it is usually easy to deceive
children when treating them.
Rationale: Never lie to a child; children can
detect deception.
D. allow a parent or caregiver to hold the child if
the situation allows.
Rationale: Correct answer
 Review

4. Which of the following pieces of patient

information is of LEAST pertinence when
giving a verbal report to a nurse or
physician at the hospital?
A. The patient’s name and age
B. The patient’s family’s medical history
C. Vital signs that may have changed
D. Medications that the patient is taking
 Review

Answer: B.
Rationale: Information given to the receiving
nurse or physician should include the patient’s
name and age, vital signs (especially if they
have changed), a summary of the past
medical history, and the patient’s response to
any treatment that you rendered. Family
medical history is not essential in the
emergency treatment of a patient.
 Review (1 of 2)

4. Which of the following pieces of patient

information is of LEAST pertinence when
giving a verbal report to a nurse or
physician at the hospital?
A. The patient’s name and age
Rationale: This is very important in a verbal
report.
B. The patient’s family’s medical history
Rationale: Correct answer
 Review (2 of 2)

4. Which of the following pieces of patient

information is of LEAST pertinence when
giving a verbal report to a nurse or
physician at the hospital?
C. Vital signs that may have changed
Rationale: This is very important in a verbal
report.
D. Medications that the patient is taking
Rationale: This is very important in a verbal
report.
 Review

5. Which of the following statements about

the patient care report (PCR) is true?
A. It is not a legal document in the eyes of the
law.
B. It cannot be used for patient billing
information.
C. It helps ensure efficient continuity of patient
care.
D. It is for use only by the prehospital care
provider.
 Review

Answer: C.
Rationale: The PCR is an important
document for more than one reason. It helps
to ensure efficient continuity of patient care by
providing the hospital with an account of all
prehospital assessments and treatment. It
also serves as a legal document that reflects
the care provided by the AEMT.
 Review (1 of 2)

5. Which of the following statements about

the prehospital care report is true?
A. It is not a legal document in the eyes of the
law.
Rationale: A prehospital care report is a legal
document.
B. It cannot be used for patient billing
information.
Rationale: A prehospital care report can be
used by hospital administration, which
includes the billing department.
 Review (2 of 2)

5. Which of the following statements about

the prehospital care report is true?
C. It helps ensure efficient continuity of patient
care.
Rationale: Correct answer
D. It is for use only by the prehospital care
provider.
Rationale: While it may not be read
immediately by the hospital, it can be used
later to review patient care procedures and for
quality improvement purposes.
 Review

6. A device that receives a low frequency and

then transmits it at a relatively higher
frequency is called a:
A. duplex.
B. scanner.
C. repeater.
D. receiver.
 Review

Answer: C.
Rationale: A repeater receives messages
and frequencies from one frequency and then
automatically transmits them on a second,
higher frequency.
 Review (1 of 2)

6. A device that receives a low frequency and

then transmits it at a relatively higher
frequency is called a:
A. duplex.
Rationale: Duplex is the ability to transmit and
receive messages simultaneously.
B. scanner.
Rationale: This is a device that searches or
scans across several frequencies until a
message is completed.
 Review (2 of 2)

6. A device that receives a low frequency and

then transmits it at a relatively higher
frequency is called a:
C. repeater.
Rationale: Correct answer
D. receiver.
Rationale: This is a device that only receives
and does not transmit.
 Review

7. The success of communications depends

on the:
A. location of the hospital.
B. strength of your voice.
C. efficiency of the equipment.
D. strength of the microphone.
 Review

Answer: C.
Rationale: A number of factors affect
communication effectiveness; however, the
efficiency of the equipment you are using
ultimately affects the success of
communications.
 Review (1 of 2)

7. The success of communications depends

on the:
A. location of the hospital.
Rationale: The hospital location has no
influence on how successful communication
is.
B. strength of your voice.
Rationale: This is important, but it has no
impact on a successful communication.
 Review (2 of 2)

7. The success of communications depends

on the:
C. efficiency of the equipment.
Rationale: Correct answer
D. strength of the microphone.
Rationale: The microphone is only one piece
of equipment needed for successful
communication.
 Review

8. All of the following are functions of the

emergency medical dispatcher, EXCEPT:
A. alerting the appropriate EMS response unit.
B. screening a call and assigning it a priority.
C. providing emergency medical instructions to
the caller.
D. providing medical direction to the AEMT in the
field.
 Review

Answer: D.
Rationale: Functions of the emergency
medical dispatcher include screening a call
and assigning it a priority, alerting the
appropriate EMS response unit, coordinating
EMS units with other public safety services,
and providing prearrival emergency medical
instructions to the caller.
 Review (1 of 2)

8. All of the following are functions of the

emergency medical dispatcher, EXCEPT:
A. alerting the appropriate EMS response unit.
Rationale: The dispatcher notifies the closest
appropriate EMS unit.
B. screening a call and assigning it a priority.
Rationale: The dispatcher prioritizes incoming
calls.
 Review (2 of 2)

8. All of the following are functions of the

emergency medical dispatcher, EXCEPT:
C. providing emergency medical instructions to
the caller.
Rationale: The dispatcher helps callers with
medical instructions.
D. providing medical direction to the AEMT in the
field.
Rationale: Correct answer
 Review

9. After receiving an order from medical

control over the radio, the AEMT should:
A. carry out the order immediately.
B. disregard the order if it is not understood.
C. obtain the necessary consent from the patient.
D. repeat the order to the physician word for
word.
 Review

Answer: D.
Rationale: After receiving an order from
medical control, the AEMT should repeat the
order back to the physician word for word.
This will ensure that he or she heard the order
correctly. After confirming the order, the
AEMT should obtain the necessary consent
from the patient.
 Review (1 of 2)

9. After receiving an order from medical

control over the radio, the AEMT should:
A. carry out the order immediately.
Rationale: The order must be repeated back
first to confirm that it was heard correctly.
B. disregard the order if it is not understood.
Rationale: Repeating the order will help the
AEMT to clarify any misunderstandings.
 Review (2 of 2)

9. After receiving an order from medical

control over the radio, the AEMT should:
C. obtain the necessary consent from the patient.
Rationale: This step is carried out after the
order has been confirmed and understood by
the AEMT.
D. repeat the order to the physician word for
word.
Rationale: Correct answer
 Review

10. When requesting medical direction for a

patient who was involved in a major car
accident, the AEMT should avoid:
A. using radio codes to describe the situation.
B. questioning an order that seems
inappropriate.
C. relaying vital signs unless they are abnormal.
D. the use of medical terminology when
speaking.
 Review

Answer: A.
Rationale: When giving a report to medical
control or requesting medical direction, the
EMT should avoid the use of codes, such as
“10-50” or “Signal 70.” One cannot assume
that the physician is familiar with these codes.
Plain English is more effective.
 Review (1 of 3)

10. When requesting medical direction for a

patient who was involved in a major car
accident, the AEMT should avoid:
A. using radio codes to describe the situation.
Rationale: Correct answer
B. questioning an order that seems
inappropriate.
Rationale: If an order seems inappropriate,
EMS providers must question the validity of
the order.
 Review (2 of 3)

10. When requesting medical direction for a

patient who was involved in a major car
accident, the AEMT should avoid:
C. relaying vital signs unless they are abnormal.
Rationale: Vital signs are necessary to
describe the patient’s condition to the medical
director.
 Review (3 of 3)

10. When requesting medical direction for a

patient who was involved in a major car
accident, the AEMT should avoid:
D. the use of medical terminology when
speaking.
Rationale: The use of appropriate medical
terminology shows the EMS provider’s
confidence, knowledge, and expertise to the
medical director.
 Credits

• Chapter Opener: © Jones & Bartlett

Learning. Courtesy of MIEMSS.
• Background slide images: (yellow) © Mark
C. Ide; (dark blue, red) Courtesy of Rhonda
Beck; (light blue) © Jones & Bartlett
Learning. Courtesy of MIEMSS.
• Review slide image: Courtesy of Rhonda
Beck