Importance of introducing a unique protocol of call receiving work of the department for emergency medical service

• Main Authors: Stanimirović Marijana, Tadić Milorad
• Format: Article
• Language: English
• Published: Serbian Medical Society, Department of Emergency Medicine, Belgrade 2016-01-01
• Series: ABC: časopis urgentne medicine
• Subjects: call receiving; dispatcher error
• Online Access: https://scindeks-clanci.ceon.rs/data/pdf/1451-1053/2016/1451-10531602008S.pdf

Aim: The aim is to point out to existence of need of introducing a unique protocol of call receiving in work of the department for emergency medical service in order to increase a degree of sensitivity of dispatcher anamnesis. Matherial and methods: retrospective and observational survey made by insight into the call receiving protocols of the department for emergency medical service for the period 1.1.2015.-1.7.2015. Results: State in organization of call receiving work on the level of the Republic of Serbia is different. In the department for emergency medical service in Loznica formally accepted protocols for triage do not exist but using sets of internally accepted questions it is relayed on experience of a call receiver. This just influences on increase of dispatching error which in our case is 19, 22%. In the given time period of 1462 coming to terrain 281 (19, 22%) was not justified, 11 reanimations, at 51 patients death was ascertained. Of the total number of unjustified coming to terrain, in 14 cases were deliberate lie, in 259 cases there was non-cooperation of a caller with a dispatcher (bad stating of symptoms, panic, direct request for intervention, threat, urging of other persons, difficult patient without hope for recovery, social cases), 8 patients on coming of the team refused examination. Conclusion: A significant place in work of the department for emergency medical service presents contemporary dispatcher centre. A dispatcher has a proficient, legal and moral obligation to provide that at a given moment the best possible emergency medical help is provided to someone who needs it. The department for emergency medical service meets many problems in its everyday work. One of them, if not the biggest is coming to terrain. According to the results of this survey, our error in dispatcher triage is 19, 22%.It is necessary to increase degree of sensitivity in order to response most adequately to patients needs. Introduction of standardized protocols of call receiving could influence to decreasing a size of a dispatcher error and to contribute to more effective work of this department.