Public-safety communications centers continue to look for ways to improve call takers’ performance to better serve the community. The complementary software works together to pinpoint specific training needs and liability risks, and helps you document continuous improvement efforts. Data generated through ProQA and reviewed through the companion AQUA software ensure that your dispatchers are providing quality service in compliance with all standards established by the IAED. The IAED’s quality assurance program measures compliance of each individual and overall center performance. These instructions include childbirth and delivery and CPR for a suspected cardiac arrest, getting people to safety when trapped by a structure fire or stuck in a sinking vehicle, and securing the scene during an active assailant incident. These same protocols help dispatchers give “zero minute” help over the phone using the relevant pre- and post-arrival instructions. PDC provides research-based protocol solutions to emergency call centers adopting the medical, fire, and police systems. The original protocols were published in cardsets, a format that is still available although since operationally surpassed by the Priority Dispatch Corp. How does the process work in the communication center? The protocols are available in 16 languages and used in 44 countries including: Malaysia, China, Australia, Brazil, Austria, the Netherlands, Italy, Lithuania, Qatar, Canada, and the U.K. There are now more than 3,500 communication centers worldwide that have implemented the medical, fire, and/or police protocols to deliver a more consistent service to the community and improve situational awareness for fire, EMS and police responders. ECNS works in concert with an IAED certified emergency communication nurse (ECN), who navigates more than 200 symptom-based protocols to provide further assessment and to determine the optimal level of care for that specific patient. Once the dispatcher has established the type of emergency, further and more specific questioning-the Key Questions-lead to dispatching the most appropriate response and, when necessary, the delivery of relevant Post-Dispatch and Pre-Arrival Instructions, as well as important case completion information to assist the caller until response arrives. The medical, fire, and police protocol system provides scripted questions to quickly identify the caller’s chief complaint. His ingenuity produced a protocol and Dispatch Life Support (DLS) process that dramatically changed how emergency dispatchers do their job. He pushed for the adoption of a standardized approach that could apply to medical and then, later, fire and police emergency dispatching. In 1979, industry innovator Jeffery Clawson, MD, an emergency room physician and medical director for the newly created 9-1-1 system at Salt Lake City Fire Department, sought to improve the emergency dispatch process. There were no standards, resulting in not only poor service and anxious dispatchers and patients but, also, inefficient allocation of resources and less than desirable patient outcomes. Prior to the IAED protocol systems, dispatchers asked questions that varied according to the emergency communication center and in the process elicited incomplete and often inaccurate information about the caller’s situation. International Academies of Emergency Dispatch (IAED) protocols guide dispatchers in asking the right questions provide better, more consistent, emergency dispatch service and advance first-responder situational awareness. The following is paid content sponsored by Priority Dispatch.
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