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T H A N K Y O U T O A L L W H O W E R E A B L E T O
P A R T I C I P A T E !
1 6 R E S P O N D E N T S , W H I C H I N C L U D E S
S T A T E R A D I O

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F R O M D I S P A T C H C E N T E R S
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F R O M E M S P E R S P E C T I V E
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D O H D E M S T

When multiple pages are required to dispatch an ambulance, how frequently do you re-page?
54,5%
18,2%
27,3%
Every 1 minute after the initial page
Every 2 minutes after the initial page
Every 3 minutes after the initial page
Question 3

Does Dispatch do status checks while an Ambulance is on scene? Check all that apply
26.7%
As needed
0,0%
6.7%
Most of the time
20.0%
Sometimes
46.7%
Rarely
Rarely
Sometimes
Most of the time
All of the time
As needed
Comments:
There has never been a request from the ambulance services to do so.
However, we routinely do status checks while the ambulance is in route to assist them in getting to the correct location.
Question 5

What other factors contribute to not having safety checks routinely performed by dispatch?
Check all that apply.
90,0%
80,0%
70,0%
60,0%
50,0%
40,0%
30,0%
20,0%
10,0%
0,0%
84,6%
7,7%
38,5%
It’s not necessary on all calls.
Dispatchers are too busy.
Our EMS personnel do not carry portable radios therefore dispatch cannot reach us when we’re outside of the ambulance.
Comments:
1
EMS personnel either do not routinely carry portable radios or they may be using a portable and be out of range of the radio repeater
2
Medics carry portable radios, EMT-Basics do not.
Generally, if a call is very serious, there is law enforcement response also, so status is checked through officers rather than the ambulance personnel.
Occasionally we will check with ambulance personnel for status on things such as LZ.
3
It has never been requested by the ambulance services we serve
4 LE is sent on medicals
5
All services routinely do not carry a portable on scene; they bring the radio on scene only if they have concerns about the call. Dispatch has on occasion performed radio checks only when trouble may be perceived.
6
SR doesn't send EMS into an unsecured scene
Question 6

Are the address and/or common sense directions provided to Ambulance Services either during the page or shortly thereafter? Check all that apply.
50,0%
45,0%
40,0%
35,0%
30,0%
25,0%
20,0%
15,0%
10,0%
5,0%
0,0%
0,0%
Rarely
6,7%
20,0%
46,7%
33,3%
Sometimes Most of the time All of the time As needed
Comments:
1
Address always provided, but not common sense directions in order to keep paging message brief. EMS asks for directions if needed.
2
All Ambulances have the County
911 system on a laptop in the rig.
Question 7

Is the nature of the call and pertinent medical information relayed to Ambulance Services either during the page or shortly thereafter? Check all that apply.
86,7%
13,3%
Rarely
Sometimes
Most of the time
All of the time
As needed
Question 8

ND Administrative Code requires that Ambulance Services be enroute to calls within 10 minutes 90% of the time. If there are Ambulance Services routinely not able to meet this goal, would you be willing to fill out the online form to help identify which Ambulance Services need assistance in gaining compliance with this standard?
80,0%
70,0%
60,0%
69,2%
Comments:
1
We would be unwilling to comply with request, unless somehow the compliance was mandatory
2 None
3
Yes, but right now all ambulances are in compliance.
4 Have not had that problem
We have not had this issue
50,0%
40,0%
30,0%
20,0%
10,0%
0,0%
Yes
15,4%
30,8%
No (Please Explain) Other (Please
Explain)
5 This has never been an issue here.
6 yes, however we have none that routinely exceed this time frame
I would report only after I’ve exhausted all other possibilities. For example, if there were consistent problems with a service not responding to pages, and there have been with one service many years back, I spoke to the squad leader and explained to them the predicament the
Dispatchers are placed in when there is not a timely response to a page.
I also called them monthly for their monthly on-call schedule. This built
7 rapport, and over many months the problem was resolved.
8 I will and I have before.
9
Yes if it happens routinely. Most of the ambulance services that SR serves are volunteers and we want to help them
Question 13

Although it’s not required, does Dispatch have a policy to automatically send ALS with BLS if one of the previously mentioned critical criteria is met?
5 Comments:
(6 skipped the question)
1
We provide dispatch based upon
NAED protocols
30.0%
3 said Yes
Yes
2
It is not policy to dispatch ALS with
BLS; however, many of our dispatchers will ask the responding
BLS service if they would like ALS intercept at the time of dispatch.
3
We do not have a policy, but it is often initiated by the dispatcher
No
70.0%
7 said No
4
Some of the BLS are beginning to routinely prompt Dispatch right away to notify ALS they’re needed when
BLS first learns the problem. This has been a good change, and something the Services are working out between themselves.
5
Dispatch makes that determination through ND EM
Card questioning.
* Question 14, 15

Are all Dispatchers EMD trained that work in your dispatch center?
7.1%
92,9%
Yes
No
Answer
Options
Response
Percent
Response
Count
Yes
No
92.9%
7.1%
Other (please specify) answered question skipped question
13
1 *
1
* One provided comment that there are 3 new dispatchers that need to go to training.
14
2
Question 16

How often does your Dispatch Center stay on the phone with callers after the initial page and use EMD Cards?
0.0%-Rarely
26.7%
4 - as needed
33.3%
5 - Sometimes
Rarely
Sometimes
Most of the time
All of the time
As needed
20.0%
3- All the time
20.0%
3 Most of time
Question 17

Is someone reviewing medical dispatch instructions provided by Dispatch to ensure they’re appropriate for signs and symptoms described and/or do you have a formal Quality Assurance
Program?
53.3%
8 said No
46.7%
7 said Yes
Yes
No
3 Comments:
1
We have discussed starting this type of program
2
3
We are now gathering information for a QA program. As of now, instructions are reviewed if there are questions.
We are currently working on creating a
QA program
Question 19

Comments:
(10 responded, 6 skipped question)
1
EMS calls are routinely and informally discussed with the Dispatchers as to how a particular call was handled.
2 Peer review and Supervisor review
3
We have a primary case reviewer and our supervisors are also EMD-Q certified. Cases are reviewed mostly at random however we do review calls of individual personnel if necessary.
4
The 911 Coordinator lists daily to all 911 Calls to ensure calls are done properly. I will notify the
Dispatch Supervisor if a problem is found, then we go from there. All Dispatchers are also 1st
Responder trained.
5 We do not have a QA program as of yet. Am in the information gathering stage.
6 We are currently in the process of creating a QA program for our dispatch center.
7 National Academy's Quality Improvement Program
8 All shift supervisors are Medical Priority Quality Assuance certified.
9 No quality assurance program at this time; we lack the resources both in time and money.
10 The ambulance, doctors and myself meet quarterly to review calls.
Question 20

46.2%
6 said No
53.8%
7 said Yes
Yes
No
4 Comments:
1
We don't have a Medical
Director at this time
2
Not unless I ask him to and I haven't asked him to review them since we first got them. If we have an issue with something, then we would contact our
Medical Director.
3
It is requested, but not always completed.
4 board of doctors review cards for my PSAP
Question 21

Does Dispatch have a secondary means of notifying responders if the primary paging system goes down?
9,1%
9,1%
CityWatch
Global Connect
81,8% eDispatches
Phone ‘calling tree’
No secondary means of notifying
1
Comments:
We are currently working on additional alternatives
2
Radio, DCC Communicator
NXT, telephone
3
We have a reverse 911 system that could also be used.
4 CodeRED
5 eDispatches "Priority Blast" because it's fast and can be initiated over a phone system quickly. CityWatch can also be used, but it involves more time to initiate.
6
Some services use eDispatches, other services have back up paging systems and others use backup telephone numbers
Question 22

1
Needs:
Help fund technology to support smaller dispatch centers to improve efficiency and capabilities
2
EMS personnel need to do a better job of informing Dispatch of their status. We are willing to keep track of the information, but it is not always provided. EMS crews also need to have a better understanding of both city and rural addressing schemes.
3 Understanding of each others job and activity level proper radio operation
1
Ideas:
Invite EMS staff into the Dispatch Center to see how Dispatch operates and why we ask them so many questions.
2 create a dispatch users group
3
I think that standardizing the emergency medical dispatch process would be a wise direction in the State. As a long time user of the NAED protocols, we have found that the ongoing training is very beneficial to gain a deeper understanding of the importance of the EMDs role in delivery of EMS services.
4 On stressful calls, we should automatically have a meeting to review how it went on both sides, Ambulance & Dispatch.
5 Open dialogue, whether it's an Atta boy or a complaint.
6
Work with EMS to form a committee consisting of key people, such as Ambulance leaders, Hospital representative, 911
Coordinator, possibly the Sheriff and any other community members that could contribute to focusing on EMS needs together. This builds communications and helps Ambulance Services understand they don’t have to ‘make it on their own’.
Pool resources together to come out stronger and gain ideas from one another.
Question 31, 32

Check all items that Dispatch collects time data for as stated in statute
57-40.6-10.
105,0%
100,0%
100,0% 100,0% 100,0%
95,0% 93,3% 93,3% 93,3% 93,3%
90,0%
86,7%
85,0%
80,0%
Date and time Name and Type of Location of Description of Time of Time of Time of
Question 23

Does Dispatch also collect time data specifically for EMS? Check all that apply.
120,0%
100,0%
100,0% 100,0%
86,7%
93,3%
80,0%
86,7%
60,0%
40,0%
20,0%
0,0%
13,3%
57.1%
(8)
28.6%
(4)
14.3%
(2)
Paper
Excel
Access database
CAD
Question 24, 25

70,0%
How often do you meet with Ambulance
Services that you provide dispatching services for? Check all that apply
60,0%
60,0%
50,0%
40,0%
40,0%
30,0%
20,0%
10,0%
20,0%
13,3%
20,0%
0,0%
When there is a complaint
Dispatch meetings
Monthly Quarterly As needed
Comments:
1 Every other month
2
We hold quarterly operational meetings and monthly meetings focused on Emergency Medical
Dispatch issues.
3
We have monthly meetings with our 911 Advisory
Board and ambulance is on this board. Any issues have always been discussed at these meetings unless it is something more urgent.
4
Our county has monthly emergency service resource meetings. All ambulance services are welcome to attend. This affords opportunities for communication and discussion.
5 Semi-annually for rural BLS
6
Complaints are submitted by EMS as needed, so they can be responded to in a timely manner.
Ambulance Services have met with Dispatch for training, and as needed. Quarterly meetings are held between all Ambulance Services, Hospital member, 911 Coordinator and a community member. Needs and opportunities are addressed.
Question 29