2016 - 2017
At the end of the session the student will be able to :
1. Define the communication .
2. Explain types of communication.
3. List phases of communication.
4. Discus element of communication.
5. Explain component of communication.
6. Discuss technique of communication.
7. Identify Communication With hostile.
• In EMS communication, information must move
rapidly, efficiently, and effectively.
 Know how to make communication as efficient as possible.
 The EMD facilitates communication.
 Therapeutic communication requires skill.
Definition of communication: can be defined as the
process of exchanging ideas, experience, knowledge
or information and feelings between individuals.
EMS System Communication needed to:
1. Call for resources.
2. Transfer care of the patient.
3. Interact within the team structure.
4. Communication with other health care professionals
5. Team communication and dynamics
1
2
3
4
5
6
• Achieve a positive relationship with patients and
emergency team.
• Transfer the patient’s care to physicians at hospital.
• Collaborate effectively with the emergency team.
• Get and give information.
• Communicate problems and solutions
• Improve patient safety and quality of healthcare.
1. Sender: The person Who Putting message in an
understandable format.
2. Message: Information sent or expressed by sender
3. Channel: The medium through which a channel is
transmitted.
4. Receiver: Is the person who receives and interprets
the sender’s message.
5. Feedback: the receiver’s reaction to the message.
Written Word
1. Letters, Memos, Reports, Forms ,
Note
and Internal magazines or newspapers
2. Professional , Knowledgeable and
use
Words.
3. Accurate, concise and minimize
barriers.
4. Avoid medical terms.
5. Messages can be revised several times.
1. Face-to-face discussions, telephone
conservations, and speeches.
2. Advantages: Questions can be asked
and answered directly; feedback is
immediate; and the sender’s attitude
can be sensed.
3. Disadvantages: few permanent
records.
1. Communication through: electronic
media such as mobile phone, lap top
computers, E-mail, fax machines,
and electronic notice boards.
2. Messages can be delivered over long
distances, and to a large number of
people.
3. But not all people have can access
to the media.
1. Occurrence or Event occurs.
2. Detection or Need for emergency services detected.
3. Notification, response
4. Treatment, preparation for transport
5. Preparation for next event
1. Listening
7. Empathy
2. Board opening
8. Simplification
3. Restating
9. Summarization
4. Clarification
5. Reflection
6. Silence
10. Redirection
11. Explanation
12. Suggesting
1. Listening: active process of receiving information from
patient.
2. Board opening: encourage the patient to select topics for
discussion.
Example: “What are you thinking about”
3. Restating: repeating the main though expressed by the
patient.
Example: “ you say that your mother left you when you were
five years old”
4. Clarification: attempting to put vague ideas or unclear thought
of the patient in the words to under stand.
Example: “ I'm not sure that what you mean, could you tell me
about that again”
5. Reflection: directing back the patient ideas, feeling , question,
and content.
Example:” you are feeling tension, and anxiety”
6. Silence: lack of verbal communication for a therapeutic reason.
Example:” sitting with patient and use non verbal communication.
1. Make and keep eye contact at all times.
2. Provide your name and use patient’s proper name.
3. Tell patient the truth.
4. Use simple language with patient.
5. Be careful what you say about patient to others.
6. Be aware of your body language.
7. Speak slowly, clearly especially patient as the hearingimpaired patient.
8. Allow the patient time to answer.
9. Act and speak in a calm, confident manner.
10. Address the needs of patients with disabilities.
Try hard not to shout:
1. Reduce noise when possible.
2. Move the patient to a quiet area.
3. Speak close to the patient’s ear in a calm voice.
4. Complete all your history taking at once.
5. Ask personal questions quietly and in private.
6. Communication is critical in challenging environments
2. Non Therapeutic Communication
1. False Reassuring e.g. (Sure you will, “Everything’s going to
be all right.”
2. Rejecting
3. Advising
4. Requesting
5. Neglecting the feeling of the patient
Note: these non therapeutic communication should be
avoided.
• The following six component must
be included in the oral report.
1. Opening information: Include
patient name, age, gender, chief
complaint, nature of the illness.
2. Detailed information: during radio
report.
3. Any important history.
Communication With other Health Care
Professionals
4. The patient response to
treatment.
Initial treatment that provided
5. Vital signs
6. Assess during transport.
A. Other information
B. Information gathered during
transport, as ( medication )
Old patients:• Older patients are harder to
communicate with than anyone else.
A. Illnesses may be more
complex.
B. May be differences in hearing,
mobility, etc.
C. Older patients who express that
are not well.
Tips of communicating with old patients:
1. Identify yourself.
2. Look directly at patient.
3. Speak slowly and clear
4. Explain what you are going to do before you do it.
5. Listen to the answer the patient gives you.
6. Show the patient respect.
7. Do not talk about the patient in front of him or her.
8. Be patient!
Children can be difficult patients.
A. Practice skills to help improve these interactions.
B. Fear is cause severe anxiety in children.
• Children may be fearful by:
A. Your uniform.
B. The ambulance.
C. A crowd of people gathered around them.
• Let a child keep a favorite toy, doll, security blanket.
• If possible, have a family member or friend nearby.
– If practical, let parent hold child during evaluation
and treatment.
1. Children:
 Less than 2 years old
1.
Maintain friendly eye contact.
2.
Smile.
3.
Give calm, and reassurance.
4.
Minimize movements.
5.
Lower your voice.
6.
Keep eye level at or below child’s.
7.
Be honest.
8.
If possible, involve a parent with the
care.
2. For young children:
Toys may be useful.
Create a toy to connect with the
child.
3. Adolescents:
1. May not want their parents
present.
• An adult who assists on
monitoring.
• Do not refuse, but
inform ED physician.
2. Offer options; honor their choices.
3. Modesty is especially important.
Patient who are hearing impaired are usually have
disability.
Remember the following five steps to efficiently
communicate with patients who are hearing impaired.
1. have paper and a pen available.
2. if patient can read lips, you should face the patient and
speak slowly.
3. never shout.
4. be sure to listen carefully, ask short
question, and give short answer.
 Like hearing impaired patients.
 Remember the following steps to efficiently
communicate with patients who are visually impaired.
1. Explain every thing you are doing in detail.
2. Be sure to stay in physical contact with the patient.
3. Transport any mobility aids as stick.
1. First step is to find out how much English the
patient can peak.
2. Use short , simple question and simple words.
3. If the patient doesn’t speak any English , find a
family member to act interpreter.
4. Avoid use medical terms.
EMS Communication Systems Equipments
• Radio communication.
1. Base stations.
2. Mobile radio.
3. Portable radios.
4. Repeater-based systems.
5. Digital equipment.
6. Cellular/satellite telephones.
7. Other equipment.
1. Base station: defined as is containing two ways radio
consist of transmitter and receiver that is located in a
fixed place.
base station may include dispatch centers , fire stations,
ambulance bases, or hospitals.
2. Mobile and potable radio:
is built up in ambulance care or (vehicle) used to communicate
with:
 Dispatcher
 Medical control
 Another unit
An ambulance will often have more than mobile radio.
• One radio may be used to communicate with the dispatcher or
other public safety agencies.
• A second radio is often used for communicating patient
information to medical control.
• Portable radios are hand-held devices.
• Essential at the scene
3. Repeater based systems
• is a special base station radio receives massage and signals on one
frequency and then automatically retransmits them on a second
frequency.
Advantages of repeaters
1) Permits communication over a large area.
2) Allows flexibility in areas with abnormal land.
3) Assures better communication.
4) Weak transmissions will be heard.
5) A repeater is able to receive low-power signals.
4. Digital Equipment:
a) Digital signals are also apart of EMS communication
b) Voice is not the only EMS communication.
c) Some EMS systems use telemetry to send an electrocardiogram
from the unit to the hospital.
d) Electronic signals are converted into coded.
Example: of telemetry is a fax message.
a) Digital signals are faster than spoken words and allow more
choices and flexibility.
5. Cellular/Satellite Telephones:
A. Cellular phone: (Be familiar), Simply low-power
portable radios.
B. Satellite phones: (sat phones) are another option, this
phone use Satellite
Advantage of cellular/satellite telephones:
i. Know the location of dead spots.
ii. Used for large areas.
iii. Receives weak transmissions and relays to base station
6. Other Communications Equipment
• Trunking systems use latest technology to allow greater
traffic.
• is a complex type of computer-controlled two-way radio
system that allows sharing among a large group of users.
– Receive data directly from dispatch center
– Allow for expanded communication capabilities (eg, maps)
Portable
Satellite
Digital
Cell phone
1. Simplex: Uses one frequency to either transmit or
receive. ( push to talk , release to listen) mode
2. Duplex: Uses two frequencies to transmit and
receive together. ( talk and listen) mode
3. Multiplex: Combines signals to transmit together on
one frequency.
4. Digital radio: helps clear up lost transmissions.
5. Digital trunked radios: have channels related by
groups.
Federal Communications Commission (FCC):• regulates all radio operations in the United States.
• The FCC has five principal EMS include:1.
Allocates specific radio frequencies for use by EMS provider.
2.
Establishes licensing standards and operating specifications for
radio equipment.
3.
Licenses base station and assigning appropriate radio call signs
for those station. (license is usually issued for 5 years).
4.
Establishes limitations for transmitter power output.
5.
FCC regulates power to reduce radio interference between
communication system.
6.
Monitors radio operations
Definition of dispatch: The process of sending
prehospital care (Emergency Medical Services or
EMS) vehicles and personnel to respond to requests for
medical aid.
Involves personnel, facilities, vehicles, and
communications.
• Is a vital part of the paramedic team:
1. Obtains as much information as possible.
2. Directs appropriate vehicle(s) to the scene.
3. Provides caller with information.
4. Monitors and coordinates communication.
5. Maintains written records.
 The dispatcher has several important responsibilities:-
1. Answer the telephone immediately.
2. Identify himself or herself and the agency.
3. Speak directly into the mouthpiece. (speaker)
4. Observe telephone instructions.
5. Take charge of the conversation.
• Information which crew/vehicle to dispatch.
– Depends on:
1. Nature and severity of injury, illness, or incident.
2. Location of incident.
3. Number of patients.
4. Responses by other agencies.
5. Special information.
6. Time dispatched.
1. Report any problems
during run.
2. Advise of arrival.
3. Communicate scene sizeup.
4. Keep communications
brief.
The report commonly includes seven elements:
1- Your unit identification and level of services e.g.
BLS.
2. The receiving hospital and your estimated time of
arrival.
3. Patient Age and gender.
4. Patient’s chief complaint
5.A brief history of present problem.
6. A brief report of physical findings.
7.A brief summary of the care given and any patient
response.
• Communications with
medical control should be
concise and accurate.
 Use a standard format.
• Different methods as
 Know protocol.
• Radio use principles:-
1. Protect patient privacy.
2. Ensure on, volume adjusted.
3. Clear frequency before beginning transmission
 Ultra high-frequency (UHF)
 Very high-frequency (VHF)
4. Press microphone key/push talk key, wait 1-2
seconds before speaking.
5. Speak in normal tone, 2-3 inches from mouth.
6. Identify whom calling, then self
7. Wait for response indicating you may transmit Plain
English, clear text.
8. Brief transmissions.
9. sound Clarify sound-alike phrases.
10. Use words easy to hear.
11. Use echo procedure.
12. Standard format for transmission.
13. Confirm message received.
Some situations require special techniques.
Difficult patients are especial.
General tips for caring for difficult patients:1.
2.
3.
4.
5.
6.
7.
Be carful , maintain eye contact.
Introduce yourself; ask for the patient’s name.
Use open-ended questions.
Provide positive feedback.
Make sure patient understands you.
Continue to ask questions; rephrase if necessary.
Use patience, persistence.
Additional tips include:
1. Identify escape routes.
2. Be carful.
3. Ask permission to interact with the patient.
4. Be wary for signs of impending attack.
5. Be prepared to escape if necessary.
• Mental status is often indicator of the illness or injury.
AVPU is one of the rapid ways to asses:1. A: Alert to person, place, and day.
2. V: Verbal response.
3. P: Pain response.
4. U: Unresponsive.
1. Follow your agency’s policies.
2. Make sure someone is always present.
3. Communicate professionally and
politely.
 Avoid sexually unclear words.
4. Document your interview.
 Get witness names and signatures on notes.
Medical terms are mainly derived from Latin.
Integrates comprehensive anatomic and medical
terminology and abbreviations into written and oral
communication with colleagues and other health care
professionals.
Term
meaning
An
Without
Algia
Pain
Brady
Slow
Tachy
Fast
Neuro
Nerve
hyper
Above
hypo
under
• Good communication is important at work. There are
different channels of communication, and many
communication media for us to choose. Can you
explain how you can achieve good communication in
the work?