Question |
Chapter |
Pages |
Takes too much time |
1 |
1.16 |
Reduction of responding units and lights-and-siren runs |
1 |
1.17–1.18 |
EMVC/EVC study statistics |
1 |
1.18 |
All you need is protocol and training |
1 |
1.18 |
Spock Principle |
1 |
1.21 |
EMD as an ALS professional |
1 |
1.23 |
Medical vs. protocol practice models |
1 |
1.23 |
Never judge the caller |
2 |
2.3–2.4 |
EMD as scene commander |
2 |
2.4–2.5 |
Accept all calls, even from wrong area |
2 |
2.7 |
Repeat address for verification |
2 |
2.9 |
Special callers: children |
2 |
2.11 |
First party gone-on-arrival |
2 |
2.14–2.17 |
Medical Miranda (SEND Protocol ) |
3 |
3.4–3.7 |
Caller party percentages |
3 |
3.8 |
Four Commandments of EMD |
3 |
3.10–3.11 |
ECHO determinant |
3 |
3.12–3.16 |
Priority dispatch flow chart |
3 |
3.18 |
Key Question objectives |
3 |
3.18 |
“Sick person” call—noncompliance example |
3 |
3.19 |
“Chest pain gone” call |
3 |
3.21 |
Dispatch response determinant theory |
3 |
3.25–3.34 |
Understanding determinant terminology |
3 |
3.26–3.27 |
DLS is different than BLS and ALS |
4 |
4.2–4.5 |
Who should give Pre-Arrival Instructions (PAIs)? |
4 |
4.5–4.6 |
What’s wrong with telephone aid |
4 |
4.9 |
Caller’s “implied consent” |
4 |
4.10 |
Surgeon General’s statement on the Heimlich maneuver |
4 |
4.12 |
DLS as national standard of practice (USA) |
4 |
4.13–4.14 |
Arrival interface |
4 |
4.20–4.23 |
Benefits of Dispatch Life Support (DLS) |
4 |
4.24 |
Hysteria threshold |
5 |
5.2–5.5 |
Repetitive persistence |
5 |
5.3–5.8 |
Bring patient to phone problem |
5 |
5.5, 5.8 |
Re-freak events |
5 |
5.8–5.9 |
Nothing’s working phenomenon |
5 |
5.9 |
Relief reaction |
5 |
5.9 |
Paramedics aren’t coming notion |
5 |
5.9, 5.11 |
Gap Theory |
5 |
5.11 |
Customer service is patient care |
5 |
5.11 |
Age factor in chest pain |
6 |
6.6–6.8 |
“Hurts to breathe” is not difficulty breathing |
6 |
6.10 |
A little chest pain may be as bad as a lot |
6 |
6.10 |
Anaphylaxis (severe allergic reaction) |
6 |
6.28–6.29 |
Spider bites |
6 |
6.27 |
Not considered dead until “warm dead” (hypothermia rule) |
6 |
6.32 |
Poison control center (home care, OMEGA) |
6 |
6.35 |
Hanging case (UK) |
6 |
6.39 |
No oral sugar treatment |
6 |
6.44 |
Seizures—initially no breathing |
6 |
6.44 |
Tonic clonic (grand mal) seizures last about 60 seconds |
6 |
6.44 |
Low risk of death from febrile seizure |
6 |
6.45 |
Should febrile seizures be treated over the phone? |
6 |
6.46 |
Seizure can be initial symptom of cardiac arrest |
6 |
6.47 |
Stroke—official Academy position statement |
6 |
6.50–6.52 |
Mechanism of injury |
7 |
7.2–7.3 |
Medical problems as cause of trauma |
7 |
7.14 |
Rule of Nines |
7 |
7.20 |
Head-tilt method of airway control |
7 |
7.27 |
Nuchal cord (umbilical cord around neck) |
8 |
8.4 |
Agonal respirations |
8 |
8.5–8.6, 8.8 |
Cardiac arrest |
8 |
8.5–8.9 |
Obvious death |
8 |
8.7–8.8 |
MPDS increases bystander CPR percentage |
8 |
8.9 |
Choking |
8 |
8.9–8.15 |
Still choking percentages |
8 |
8.13 |
Cold-water drowning |
8 |
8.16 |
Drowning rescue safety |
8 |
8.17 |
Hyperventilation syndrome |
8 |
8.19 |
Falls secondary to electrocution |
8 |
8.21–8.22 |
Electrocution safety |
8 |
8.21–8.23 |
Essential information for reporting HAZMAT |
8 |
8.24 |
Unconscious patients and intoxication |
8 |
8.25–8.27 |
Unknown problems |
8 |
8.27–8.31 |
Hendon case (unknown problem) |
8 |
8.28–8.29 |
De Luca’s Law |
8 |
8.30 |
Relay type of location |
8 |
8.31 |
Percentage of DELTA codes in unknown problem cases |
8 |
8.31 |
What is stress? |
10 |
10.2–10.3 |
Stress in EMD |
10 |
10.3–10.6 |
Four Hallmarks of Stress |
10 |
10.5 |
Burnout and distress |
10 |
10.6–10.7 |
Managing stress |
10 |
10.7–10.10 |
Seven most stressful calls |
10 |
10.10 |
Critical Incident Stress |
10 |
10.10–10.11 |
First Law of Medical Diagnosis |
11 |
11.2 |
Duty |
11 |
11.2–11.3 |
Negligence |
11 |
11.3 |
Emergency Rule |
11 |
11.4–11.5 |
Foreseeability |
11 |
11.5, 11.8 |
Maximal Response Disease |
11 |
11.6–11.8 |
Dispatcher abandonment |
11 |
11.8 |
Special relationship (civil rights) |
11 |
11.8 |
Detrimental reliance |
11 |
11.9 |
Tort of outrage |
11 |
11.9 |
Dispatch danger zones |
11 |
11.9–11.31 |
Failure to verify |
11 |
11.10–11.11 |
No-send situations |
11 |
11.11–11.12 |
Archie case (no send) |
11 |
11.11–11.12 |
Dispatch diagnosis |
11 |
11.12 |
Delayed response |
11 |
11.12–11.14 |
More than one call for help |
11 |
11.14, 11.16 |
Lam case (no send) |
11 |
11.13–11.15 |
No protocols to follow |
11 |
11.16 |
Failure to follow protocol |
11 |
11.16–11.23 |
Dale case (more than one call for help) |
11 |
11.17–11.18 |
Requiring caller’s permission before giving instructions |
11 |
11.23–11.24 |
Omission of Pre-Arrival Instructions (failure to give) |
11 |
11.24 |
Brooke Hauser case |
11 |
11.25–11.26 |
Ellis case |
11 |
11.26 |
Boff case (talk to patient and failure to send) |
11 |
11.27–11.28 |
PANDA (Parents Against Negligent Dispatch Agencies) |
11 |
11.24 |
Let me talk to the patient |
11 |
11.28–11.29 |
Attitude problems |
11 |
11.29 |
Preconceived notions and negative impressions |
11 |
11.29–11.31 |
Misinterpretation of the caller’s complaint |
11 |
11.31 |
Problems at shift change |
11 |
11.31 |
Insurance aspects of EMD |
11 |
11.31–11.32 |
Emergency Vehicle Collisions (EVCs) |
11 |
11.32–11.34 |
State EMD rules and regulations |
11 |
11.34–11.36 |
National Academy immunity position |
11 |
11.36 |
Not call screening |
11 |
11.36 |
Eleven components of quality improvement |
12 |
12.2 |
Selection and implementation of protocol |
12 |
12.3 |
EMD candidate selection and evaluation |
12 |
12.3–12.4 |
ASTM EMD selection criteria |
12 |
12.3 |
Initial EMD training |
12 |
12.4 |
EMD certification |
12 |
12.4 |
Medical Control and Medical Director involvement |
12 |
12.4–12.5 |
First Law of Medical Control at Dispatch |
12 |
12.5 |
ASTM on medical control and direction |
12 |
12.5 |
Continuing Dispatch Education (CDE) |
12 |
12.5–12.6 |
EMD recertification |
12 |
12.6 |
Case review—quality assurance |
12 |
12.7 |
Academy case review volume standards |
12 |
12.7 |
Measuring compliance to protocol |
12 |
12.7–12.9 |
“Real Tough Time Breathing” case |
12 |
12.8 |
Compliance improves Determinant Code selection correctness |
12 |
12.9–12.10 |
Compliance improves caller emotion |
12 |
12.10–12.11 |
Medical Dispatch Review Committee (MDRC) |
12 |
12.11 |
Steering Committee |
12 |
12.11 |
Data collection, analysis, and feedback |
12 |
12.11–12.12 |
Quality management improves compliance |
12 |
12.12 |
Suspension, discipline, decertification, termination |
12 |
12.12 |
How EMD works best |
12 |
12.12 |
When to go on-line |
12 |
12.15 |
Feedback process |
12 |
12.15–12.18 |
Risk management |
12 |
12.16–12.18 |
Goals of quality management |
12 |
12.18–12.19 |
First Rule of Quality Management |
12 |
12.19 |
Corollary of First Rule of Quality Management |
12 |
12.19 |
History of EMD |
13 |
13.2–13.4 |
How I “discovered” the protocols—Clawson |
13 |
13.3 |
Criteria-based dispatch—guidelines |
13 |
13.2, 13.4 |
Selection of an EMD program |
13 |
13.4–13.9 |
Protocols vs. guidelines |
13 |
13.4–13.12 |
Unstructured Discretionary Interrogation case |
13 |
13.7–13.8 |
Does field work equal phone work? |
13 |
13.8–13.9 |
CBD (guidelines) vs. MPDS (protocol): Sheffield study |
13 |
13.9 |
Evolutionary dead end—protocol without process |
13 |
13.9–13.12 |
How to compare protocols |
13 |
13.10–13.12 |
Evolution of organized standards for EMD |
13 |
13.12 |
DNA of dispatch—origins of the College of Fellows |
13 |
13.12–13.13 |
Unified protocol model |
13 |
13.13–13.18 |
National Academy organization chart |
13 |
13.19 |
National Academy membership growth |
A |
A.2 |
National Academy Code of Ethics |
A |
A.2 |
Academy Accredited Centers of Excellence to date |
A |
A.4–A.5 |
Remediation Actions Policy—SLCFD |
A |
A.3 |
Proposal for Change form |
A |
A.6 |
Determinants per Chief Complaint Protocol |
B |
A.7 |
Key Questions per Chief Complaint Protocol |
B |
A.7 |
Letter of denial for 911 liability insurance |
C |
A.8 |
COLD response on BRAVO calls—SLCFD |
C |
A.9 |
Legal documentation—James O. Page letter to Aurora, CO |
C |
A.10–A.12 |
California Liability Limitation Statutes |
C |
A.12–A.14 |
Salt Lake City EMS Abuse Ordinance |
C |
A.13 |
State of Utah EMS Act (Abuse Section) |
C |
A.14 |
Emergency numbers from around the world |
D |
A.14 |
Acute myocardial infarction data (heart attack frequency) |
E |
A.14–A.15 |
EMSA (Tulsa/Oklahoma City) Master Dispatch Analysis |
F |
A.16–A.30 |
Derbyshire Ambulance Services Master Dispatch Analysis, 1995 |
G |
A.31–A.41 |
9-1-1 Transfers to Utah Poison Control Center, 1994 |
H |
A.42–A.44 |
EMD Position Paper: National Institutes of Health |
I |
A.45–A.60 |
EMD Position Paper: Emergency Medical Dispatch for Children |
J |
A.61–A.64 |
Unnecessary Lights-and-Siren Use: A Public Health Hazard |
K |
A.65–A.68 |
Model EMD Legislation |
L |
A.69–A.80 |
Modified CPR Instruction Protocols |
N |
A.81–A.88 |
References of works cited |
Appx |
A.89–A.94 |
Glossary of terms |
Appx |
A.95–A.106 |
Index |
Appx |
A.107–A.113 |
Field Feedback Report |
Next to last page of book |
Medical Dispatch Case Evaluation Record |
Last page in book |
