Agency Performance. ((Reviewed Cases) AND (Call Date >= 6/1/2014) AND (Call Date <= 6/30/2014)) EMD

Transcription

1 ((Reviewed Cases) AND (Call Date >= //0) AND (Call Date <= /0/0)) CRITICAL Chief Complaint Selection Address obtained Callback number obtained Calltaker did not shunt appropriately Determinant Level incorrect Used prohibited behavior (Customer Service Standard ) Failure to follow appropriate DLS Links MAJOR Address asked and verified Callback number asked and verified "Tell me exactly what happened" asked Age not asked Consciousness question not asked Breathing question not asked Level diagnostic not used Determinant Descriptor incorrect Determinant Suffix incorrect Failure to follow appropriate protocol links Failure to gather appropriate Description Essentials MODERATE 0 All Case Entry 9 Complaint description Consciousness question Age question Breathing question Any freelance question asked Any freelance instruction given Any protocol question asked or instruction given in inappropriate area All subquestions 0 90 Patient count question Tell me approximately Caller party question You go check Choking question 09 9 Level diagnostic not used or used incorrectly 0 Priority Dispatch Corp. AQUA Agency Performance //0 of

2 ((Reviewed Cases) AND (Call Date >= //0) AND (Call Date <= /0/0)) MODERATE Level diagnostic used incorrectly Calming techniques not used when appropriate 9 Calming Techniques DLS Calming Techniques CE Calming Techniques KQ gathering of appropriate Description Essentials MINOR Case Entry Questions asked out of order Gender not obtained Key Questions asked out of order Customer Service Standards - Provided or Minor Deviation Displayed compassion Provided reassurance Used correct volume/tone Avoided gaps Created expectations Displayed service attitude Explained actions DLS PAI Critical DLS Deviation PAI Major DLS Deviation PAI Moderate DLS Deviation PAI Minor DLS Deviation PAI No DLS Deviation PAI DLS PDI Critical DLS Deviation PDI Major DLS Deviation PDI Moderate DLS Deviation PDI Minor DLS Deviation PDI No DLS Deviation PDI Is he completely alert (responding appropriately)? Is she completely alert (responding appropriately)? Is there any SERIOUS bleeding? Is he changing color? Priority Dispatch Corp. AQUA Agency Performance //0 of

3 ((Reviewed Cases) AND (Call Date >= //0) AND (Call Date <= /0/0)) Is the caller completely alert (responding appropriately)? Is this one of the listed ALPHA-level NON-PRIORITY complaints (-)? What part of the body was injured? (Not obvious) When did this happen? Is she breathing normally? Is she changing color? Is he breathing normally? Is your breathing normal for you? What type of incident is this? Is he clammy (cold sweats)? What caused the fall? Are there any obvious injuries? 0 0 Does he have difficulty speaking between breaths? Is anyone pinned (trapped)? Is she clammy (cold sweats)? (Suspected) Are there chemicals or other hazards involved? Does she have difficulty speaking between breaths? (Tracheostomy blockage) Does he have any special equipment or instructions to treat this? Does everyone appear to be completely awake (alert)? Does he have asthma? Is his breathing completely normal? Was anyone thrown from the vehicle? What type of situation is this? Start the Breathing Detector Diagnostic and answer this question. (Tracheostomy blockage) Does she have any special equipment or instructions to treat this? Describe the color change. Does she have asthma? Is s/he completely alert (responding appropriately)? Any mention of existing aortic aneurysm? Are you bleeding or vomiting blood? Do you have any pain? Does he have any pain? Is her breathing completely normal? What caused the back pain? (Appropriate) Was this accidental or intentional? 0 Priority Dispatch Corp. AQUA Agency Performance //0 of

4 ((Reviewed Cases) AND (Call Date >= //0) AND (Call Date <= /0/0)) Does he have a history of heart problems? How far did he fall? How far did she fall? Is he bleeding or vomiting blood? Is s/he breathing normally? When did this start (happen)? Did he take any drugs or medications in the past hours? Does he have a history of STROKE or brain tumor? Does she have a history of heart problems? Has he ever had a heart attack or angina (heart pains)? Has he had more than one seizure in a row? Has she ever had a heart attack or angina (heart pains)? Has the jerking (twitching) stopped yet? Is he an epileptic (diagnosed with a seizure disorder)? Is he diabetic? Is he still on the floor (ground)? Is he still unconscious? Is there a defibrillator (AED) available? Is this call a result of an evaluation by a nurse or doctor? Select the Stroke Diagnostic recommendation. What type of complaint is this? What type of seizure or condition is this? Will additional personnel be necessary? Will any special equipment be necessary? Is the assailant (attacker) still nearby? (Appropriate) What's the name of the patient? (Appropriate) What's the name of the referring doctor? (Appropriate) What's the name of the responsible RN (nurse)? (Appropriate) What's your fax number? (No STROKE symptoms mentioned yet) Tell me why you think it's a STROKE. (Select the specific symptoms only if a sudden onset was reported.) Are you clammy (cold sweats)? Did she take any drugs or medications in the past hours? Do you have a history of heart problems? Does she have any pain? Does the caller have difficulty speaking between breaths? 0 Priority Dispatch Corp. AQUA Agency Performance //0 of

5 ((Reviewed Cases) AND (Call Date >= //0) AND (Call Date <= /0/0)) Ensure dispatch was initiated; select <Continue> to start the Stroke Diagnostic Tool. Exactly what time did these symptoms (problem) start? Has she ever had a STROKE before? Have MD/RN names and facility numbers already been obtained and entered? How many minutes apart are the contractions (labor pains)? (If unknown, answer this Key Question, start the Contractions Timer tool, and continue. If Is he behaving normally now? Is she still on the floor (ground)? Okay, is he breathing right now? Stroke DX Default timing (Hidden KQ - do not delete) Were weapons involved or mentioned? What did she take? Are you having contractions (labor pains)? Can you see any part of the baby now? Can you see, feel, or touch any part of the baby now? Describe the pain. Did you faint (pass out) or nearly faint? Did you take any drugs or medications in the past hours? Do you have chest pain also? Do you have difficulty breathing? Do you think she is beyond any help (resuscitation/cpr)? Does he have a prescribed inhaler? Does s/he have any pain? Does she have any HIGH RISK complications? Does she have any significant bleeding or shock symptoms? Does she have difficulty breathing? How many weeks (or months) pregnant are you? Is he violent? Is his pain above the belly button (navel)? Is s/he behaving normally now? Is s/he bleeding or vomiting blood? Is she in severe pain? Is she violent? Is this a sudden or unexpected change in her usual condition? Is this a sudden or unexpected change in her/his usual condition? 0 Priority Dispatch Corp. AQUA Agency Performance //0 of

6 ((Reviewed Cases) AND (Call Date >= //0) AND (Call Date <= /0/0)) Is this her first delivery? Is this one of the listed OMEGA-level NON-PRIORITY complaints (-)? Tell me please, why does it look like she's dead? What did he take? What did she choke on? What is her heart rate? When did he take it? (Tracheostomy blockage) Do you have any special equipment or instructions to treat this? Any mention of existing aortic aneurysm or a tearing/ripping pain in the back/flank and abdomen? Any mention of existing aortic aneurysm or a tearing/ripping pain in the back/flank and possibly also in the abdomen? Are you certain we should not try to resuscitate her/him? Are you certain we should not try to resuscitate her? Are you still on the floor (ground)? Could this be an MI (heart attack)? Did he faint (pass out) or nearly faint? Did she faint (pass out) or nearly faint? Do you have any HIGH RISK complications? Do you have any numbness or paralysis? Do you have asthma? Do you have chest pain? Do you think he is beyond any help (resuscitation/cpr)? Do you think s/he is beyond any help (resuscitation/cpr)? Does he have any significant bleeding or shock symptoms? Does he have chest pain also? Does he have difficulty breathing? Does s/he have a prescribed inhaler? Does s/he have any significant bleeding or shock symptoms? Does s/he have any special equipment or instructions to treat this? Does s/he have asthma? Does s/he have difficulty speaking (crying) between breaths? Does she have a weapon? Does she have abdominal pain? Does she have any special injections or other medicines to treat this type of reaction? 0 Priority Dispatch Corp. AQUA Agency Performance //0 of

7 ((Reviewed Cases) AND (Call Date >= //0) AND (Call Date <= /0/0)) Does she have difficulty breathing or swallowing? Does she have difficulty speaking or crying between breaths? Has he used it yet? Has s/he used it yet? Has she ever had a severe allergic reaction before? Have the parts been found? Have they been used? Have you ever had a heart attack or angina (heart pains)? How far did you fall? How many weeks (or months) pregnant is she? I'm going to tell you how to check your own pulse (heart rate). Is a multiple-unit response required? Is he having any difficulty breathing? Is he in severe pain? Is s/he changing color? Is s/he clammy (cold sweats)? Is s/he having any difficulty breathing? Is s/he in severe pain? Is she able to talk? Is she behaving normally now? Is she bleeding or vomiting blood? Is she having any difficulty breathing? Is she having contractions (labor pains)? Is she still unconscious? Is the caller able to talk normally? Is the caller behaving normally now? Is the fact that she is unconscious a sudden or unexpected change in her usual condition? Is this a sudden or unexpected change in his usual condition? Is this a suicide attempt? Is this your first delivery? Is your pain above the belly button (navel)? Tell me please, why does it look like he's dead? Tell me please, why does it look like s/he''s dead? Was there a sudden onset of severe pain? What type of personnel is required? What''s the name of the patient? 0 Priority Dispatch Corp. AQUA Agency Performance //0 of

8 ((Reviewed Cases) AND (Call Date >= //0) AND (Call Date <= /0/0)) What''s the name of the referring doctor? What''s the name of the responsible RN (nurse)? What''s your fax number? When did she take it? When did this happen? Where is she now? 0 Priority Dispatch Corp. AQUA Agency Performance //0 of