FCEMS Headquarters, October 15, 2002

Effective 0700 this morning, the Florence County Dispatch Center started dispatching calls in a new manner. Previously, calls were taken in a somewhat haphazard manner, with questions to try and determine the problem and reason for the call. Now, a tightly focused system of questions to quickly determine the nature and extent of the problem will be used. The EMD (Emergency Medical Dispatch) system from Priority Dispatch Corporation will go into effect this morning, and dramatically change the way calls are taken. Before this, call takers questioned the persons calling 911 to determine what was wrong, and how bad the problem was, to determine what type of resources. Since each call taker had their own way of asking questions, and determining the appropriate resources to send, there was very little consistency in the system. Now, call takers will lead the persons calling 911 through a rapid set of questions and answers, to determine what is wrong, and how bad the problem is. This will lead them to assigning the call to one of 33 categories, and a severity in that category. The response level for equipment and manpower to handle each level of severity has been studied and assigned, so that the appropriate response can be made. Dispatchers have been instructed to err on the side of too much, as it is better to turn resources away than not have enough. The system of questions to determine the correct need is the basis of EMD. Also, after receiving the needed information to send the correct resources, the call taker/dispatcher can stay on the phone with the person calling, and give instructions on how to provide additional help to the person needing assistance. This would be like giving instructions on CPR or how to open an obstructed airway or choking victim, or how to control bleeding, until help can arrive. Since the level of response is graded to the severity of the call, in many cases a non-urgent response can be used, drastically cutting down on the possibility of high-speed accidents from unnecessary emergency calls. Research has show that lowering vehicle response speeds to non-critical calls does not have a significant effect on the outcome of the patient. In other words, if the unit did not respond in an emergent manner, the patients outcome was no different than if they had. In many cases these non-urgent calls only require transportation, or very minimal levels of care. Neither of these are changed by getting to the scene as quickly as possible, endangering the lives of those responding, and those around them. We feel that changing to this system will have little effect on the publics perception of how long it takes to get care, and hope they understand the appropriateness of the way of dispatching calls in this manner, versus the high speed approach of before. Resources will be used more efficiently, not having to send other agency units to calls they do not need to go on, and correctly to the ones we will need help with. Calls will be handled more consistently, since the same questioning of what is going on and what to do about it being used.