EMT COMPLETE

A Comprehensive Worktext
SECOND EDITION

CHAPTER 10
Communications

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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 Learning Readiness

• EMS Education Standards, text p. 241

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

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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 Setting the Stage

• Overview of Lesson Topics

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

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 EMERGENCY DISPATCH

• Chapter 10 Emergency Dispatch, text p. 242

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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 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?

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 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

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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.

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 The Role of Communication

• Improved patient care and decision

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

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 The Role of Communication

• Four broad categories of

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

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 The Communication Process

• Communication requires talking and

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

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The Communication Process

The communication process involves many steps.

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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The Communication Process

The majority of communication is delivered through our body language.

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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 The Communication Process

• Not being face-to-face creates barriers

to effective communication

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 The Communication Process

• Awareness helps reduce barriers to

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

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 The Communication Process

• 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

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 The Communication Process

• Strategies for effective communication

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

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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 The Communication Process

• Strategies for effective communication

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

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 The Communication Process

• Strategies for effective communication

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

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 Interpersonal Communication

• Occurs between 3 or fewer participants

in close proximity
• Allows immediate feedback

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 Interpersonal Communication

• Effective communication includes:

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

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 Therapeutic Communication

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

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 Therapeutic Communication

• Three objectives of therapeutic

communication
 Collecting information
 Assessing behavior
 Educating and informing

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 Therapeutic Communication

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

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 Therapeutic Communication

• 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
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Therapeutic Communication

You may have to alter your communication approach depending on the age of the
patient.

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 Therapeutic Communication

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

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 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

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 Transfer of Care

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

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 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
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Stop, Review, Remember

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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 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

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 Radio Communication

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

components.

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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 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

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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 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

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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 Radio Communication

A typical vehicle-mounted mobile data terminal.

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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 Radio Communication

• Mobile data terminals

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

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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 Radio Communication

Smart phones are becoming useful tools in the prehospital setting.

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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 Radio Communication

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

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 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

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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Stop, Review, Remember

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 Medical Communication

• Reports must be pertinent, concise, and

accurate, and must contain sufficient
information

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 Medical Communication

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

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 Medical Communication

• 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

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 Medical Communication

• 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

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 Medical Communication

• Requesting advice from medical

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

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 Medical Communication

• Requesting advice from medical

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

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 Medical Communication

• Requesting advice from medical

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

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 Medical Communication

• Requesting advice from medical

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

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 Medical Communication

• Verbal reports at the hospital

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

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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 Medical Communication

• 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
EMT Complete: A Comprehensive Worktext, 2nd Ed.
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Le Baudour | Batsie | Dickinson
Stop, Review, Remember

EMT Complete: A Comprehensive Worktext, 2nd Ed.

Copyright © 2014, 2007 Pearson Education, Inc.
Le Baudour | Batsie | Dickinson
 Lesson Summary

• Communication is critical in patient

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

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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Le Baudour | Batsie | Dickinson
 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

EMT Complete: A Comprehensive Worktext, 2nd Ed.

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Le Baudour | Batsie | Dickinson
 Lesson Summary

• Verbal and radio reports must be

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

EMT Complete: A Comprehensive Worktext, 2nd Ed.

Copyright © 2014, 2007 Pearson Education, Inc.
Le Baudour | Batsie | Dickinson