© 2011 National Safety Council 4-1 COMMUNICATION LESSON 4

© 2011 National Safety Council 4-1

COMMUNICATIONLESSON 4


Introduction

• Effective communication ensures critical resources reach the scene as quickly as possible

• Clear communication with patients necessary to make correct assessments and provide treatment


Communication Within the EMS System

• Calls to and from dispatch or medical direction

• Verbal communication with other EMS personnel

• Verbal communication at the scene with law enforcement and other responders

• Written communication (documentation)


Factors That Make Communication Difficult

• Noise and other distractions at the scene

• Multiple people talking at once

• Stress

• Emotional patients, family members and bystanders


Principles of Communication

• Maintain professionalism to build trust

• Maintain confidentiality

• Speak in plain English and avoid slang

• Use medical language only when it is correct

• Use exact, specific words

• Make eye contact

• Speak calmly

• Control your body language

• Be a good listener


Communication fromthe Dispatcher

• Nature of the call and severity of problem

• Name, location and callback number of the caller requesting assistance

• Number and location of patient(s)

• Other pertinent information


Radio and Telephone Communication

• Speak slowly and clearly on the radio

• Be concise and use the radio only as needed

• Remember that others may be listening and maintain confidentiality

• Ask dispatcher to repeat information if you are unsure

• Stay in communication with dispatch

• Report any delay in reaching the scene

• Alert dispatch when you arrive

• Report any observed hazards or needs for additional resources

• Follow your local protocol for reporting in


Transferring Care of Patient

• Give patient information that other responders do not know

• Continuing patient care depends on your clear, detailed communication


Verbal Report to Responders

• The patient’s current condition

• The patient’s age and sex if not apparent

• The chief complaint

• A brief history of what happened

• The patient’s condition as found


Verbal Report to Responders(continued)

• Relevant information from the history

• The patient’s vital signs

• Relevant information from your physical examination

• The treatment you have provided and the patient’s response


Importance of Documentation

• Prehospital patient care report used by those continuing care

• The report provides a permanent record

• Documentation is a legal record: “If it’s not documented, it wasn’t done”

• Documentation provides legal evidence of standards of care

• Documentation often used in research to improve patient care


Principles of Documentation

• Complete all documentation as soon as possible

• Focus on factual, objective information

• Identify sources of subjective information

• Be as specific and detailed as possible with clinical data

• With handwritten documentation, write clearly

• If you make an error, correct it properly

• With computerized documentation, maintain passwords and protect confidential patient information

• Follow all local procedures


Information in the Call Report

• Time of events

• Assessment findings

• Emergency medical care provided

• Patient changes after treatment

• Other observations at the scene

• Patient disposition


Medical Terminology

• Understand basic medical and anatomical terms

• Medical terms are more precise

• Use medical terms only when you are certain of their precise meaning


Principles of Medical Terminology

• Most medical terms are based on Greek or Latin words

• Many terms are composed of 2 or more parts

• Prefix + Root + Suffix

- Hypothermia (below normal body temperature)

• hypo – prefix (being below or low)

• therm/o – root (referring to temperature)

• -ia – suffix (referring to a condition)


Patient Communication

• Much needed information comes from responsive patients

• Clear, effective communication is needed

• With unresponsive patients, information from others is critical

• Pain, discomfort and emotions make communication difficult

• Therapeutic communication includes a caring attitude and reassurance


Effective Communicationwith Patients

• Maintain professionalism

• Speak in plain English

• Use exact, specific words

• Make eye contact

• Speak calmly

• Control your body language

• Be a good listener


Guidelines for Patient Communication

• Introduce yourself and other EMS personnel

• Politely ask the patient’s name and use it respectfully

• Ask for permission to provide care

• Be reassuring and calming

• For patients in a behavioral crisis use calming methods

• Be honest with the patient

• Maintain patient privacy

• Respect cultural differences

• Try not to invade the patient’s personal space

• Position your face at the same level as the patient’s


Guidelines for Patient Communication (continued)

• Control communication barriers

• Use active listening skills

• Paraphrase what the patient tells you

• Give the patient time to speak

• Tell the patient before touching his or her body

• Explain what you are about to do

• Pay attention to patient’s body language

• Write notes about significant information

• Use the same principles of effective communication to speak with family members


Barriers to Communication

• Environmental distractions:

- Noise

- Bright lights or poor lighting

- Medical equipment

• Interference by others

• Discomfort, pain

• Lack or privacy or personal space


Barriers to Communication(continued)

• Inattention to body language

• Cultural differences

• Language differences

• Visual or hearing impairments

• Judgmental attitude


Interviewing Techniques

• Ask open-ended questions to gain information

• Use closed-ended or direct questions for specific additional information

• Ask only one question at a time

• Give the patient time to answer

• Use language the patient will understand

• Observe closely that patient understands what you are asking


Avoid Duringthe Patient Interview

• Don’t offer false assurance that everything will be OK

• Don’t give advice

• Don’t ask leading or biased questions

• Don’t talk too much yourself

• Don’t interrupt the patient

• Don’t ask why the patient did what he or she did

• Don’t be judgmental


Patients with Hearing Impairments

• If in doubt, first ask if the person can hear you

• If the patient uses a hearing aid, assist in locating or using it

• Speak slowly and carefully, facing the patient who may read lips

• Communicate with gestures and touch

• Point to body areas and at equipment, pantomiming what will be done


Patients with Hearing Impairments(continued)

• Involve family members

• Eye contact is especially important

• Do not shout or treat the patient like a child

• For essential communication, write down simple phrases on a pad of paper


Patients with Visual Impairments

• If in doubt, first ask if the person can see you well

• If the patient uses eyeglasses or other aids, assist in locating them

• Allow the patient’s guide dog to stay

• Involve family members

• Always tell the patient before you will touch him or her


Patients with Visual Impairments(continued)

• Describe what is happening around the patient

• Identify unusual sounds or other stimuli

• Avoid long periods of silence when the patient may fear being left alone


Patients for Whom English Is a Second Language

• First ask if patient speaks English (or a language you know)

• Involve family members or an interpreter

• Speak slowly and in simple words and phrases

• Communicate with gestures and touch

• Point to body areas and at equipment, pantomiming what will be done

• Some people may not admit not understanding

• If people in your area speak another language, take a conversational language course

Documents

© 2011 National Safety Council 4-1 COMMUNICATION LESSON 4