Emergency Communications with Limited-English-Proficiency Populations
60
Citation
16
Reference
10
Related Paper
Citation Trend
Abstract:
Objective. We investigated 9-1-1 telecommunicators' perceptions of communication difficulties with callers who have limited English proficiency (LEP) and the frequency and outcomes of specific communication behaviors. Methods. A survey was administered to 150 telecommunicators from four 9-1-1 call centers of a metropolitan area in the Pacific Northwest to assess their experience working with LEP callers. In addition, 172 9-1-1 recordings (86 of which were labeled by telecommunicators as having a "language barrier") were abstracted for telecommunicators' communication behaviors and care delivery outcomes. All recordings were for patients who were in presumed cardiac arrest (patient unconscious and not breathing). Additionally, computer-assisted dispatch (CAD) reports were abstracted to assess dispatch practices with regard to timing of basic life support (BLS) and advanced life support (ALS) dispatch. Results. One hundred twenty-three of the telecommunicators (82%%) filled out the survey. The majority (70%%) reported that they encounter LEP callers almost daily and most (78%%) of them reported that communication difficulties affect the medical care these callers receive. Additionally, the telecommunicators reported that calls with LEP callers are often (36%%) stressful. The number one strategy for communication with LEP callers reported by telecommunicators was the use of a telephone interpreter line known as the Language Line. However, the Language Line was utilized in only 13%% of LEP calls abstracted for this study. The analysis of 9-1-1 recordings suggests that the LEP callers received more repetition, rephrasing, and slowing of speech than the non-LEP callers. Although there was no difference in time from onset of call to dispatching BLS, there was a significant difference in simultaneous dispatching of BLS and ALS between the LEP calls (20%%) and non-LEP calls (38%%, p < 0.05). Conclusion. Our study shows that 9-1-1 telecommunicators believe language barriers with LEP callers negatively impact communication and care outcomes. More research needs to be conducted on "best practices" for phone-based emergency communication with LEP callers. Additionally, LEP communities need to better understand the 9-1-1 system and how to effectively communicate during emergencies.Keywords:
Limited English Proficiency
The Delaware EMS system has been in existence for 20 years. Initially begun as one paramedic unit serving New Castle County, it now comprises 15 units in a statewide system. The goal of this report is to detail the EMS system's impact on prehospital cardiac resuscitation and airway management. Emergency Medical Services (EMS) encompass all aspects of managing a sick or injured patient prior to arrival to the hospital. From the time a patient dials 911 until they arrive in the care of a doctor in an emergency room, the EMS system provides initial medical evaluation and care as well as transportation to the hospital. The components of Delaware's EMS system include: 1. Bystanders--the public is often called upon to perform CPR until trained rescuers arrive. 2. Medical Dispatchers--they receive incoming 911 calls and determine the personnel needed. 3. First responders--ambulance crews trained in basic life support (BLS). 4. Second responders--ambulance crews trained in advanced life support (ALS), paramedics. 5. Medical Control--doctors who are in radio contact with paramedics to provide medical advice.
Advanced Life Support
Life support
Cite
Citations (1)
"Re: “Comparison of Helicopter Emergency Medical Services Transport Types and Delays on Patient Outcomes at Two Level I Trauma Centers”." Prehospital Emergency Care, 21(6), p. 790
Emergency medical care
Prehospital Emergency Care
Cite
Citations (2)
Staffing
Chain of survival
Cite
Citations (8)
This is the official position statement of the National Association of EMS Physicians on the role of emergency medical services (EMS) in disaster response.
Position statement
Disaster Response
Medical services
Disaster Medicine
Emergency Response
Position (finance)
Statement (logic)
Cite
Citations (3)
Advanced Life Support
Service personnel
Cite
Citations (2)
Many states are developing data systems that use the data elements from the National Emergency Medical Services Information System (NEMSIS) to monitor prehospital stroke care. To explore the feasibility of using emergency medical services data to monitor prehospital stroke care in Utah, the Heart Disease and Stroke Prevention Program and the state emergency medical services agency identified variables that could potentially be used to describe prehospital stroke care and explored the actual data from the first 16 months since inception of a system compatible with NEMSIS. We were able to develop a case definition for possible stroke and to describe modes of response, response times, destination hospitals, and stroke screening practices. Although not all emergency medical services agencies in Utah used the system and the data were not always complete for each stroke case, it was feasible to design a basic surveillance system for prehospital stroke care by using the data.
Stroke
Medical care
Cite
Citations (4)
Growth and maturation in the delivery of prehospital emergency medical care has been dramatic in the past 15 years. The increased availability and use of emergency medical services (EMS) has led to more frequent interactions between providers of prehospital care and the medical practitioner. This paper reviews the training and capabilities of emergency medical personnel and introduces the issue of medical control at the scene of an emergency. Also presented are the basics of emergency scene and victim stabilization. Physicians can help improve prehospital care by becoming familiar with local EMS capabilities and personnel.
Emergency medical care
Medical care
Prehospital Emergency Care
Cite
Citations (1)
Prehospital Emergency Care
Cite
Citations (0)
This article outlines the recent status of ambulance services provided by Emergency Aid and Rescue Services (EARS) in the Republic of Turkey. EARS would seem to be the future model of emergency medical systems (EMS) in Turkey.
Medical services
Ambulance service
Cite
Citations (2)
Prehospital emergency medical services in Lebanon are based on volunteer systems with multiple agencies. In this article, a brief history of the development of prehospital care in Lebanon is presented with a description of existing services. Also explored are the different aspects of prehospital care in Lebanon, including funding, public access and dispatch, equipment and supplies, provider training and certification, medical direction, and associated hospital-based emergency care.
Emergency medical care
Prehospital Emergency Care
Medical services
Cite
Citations (20)