Chaos is first step
medics) know ... but we’re the first point of call so we have to follow a strict set of questioning. We remember the numbers, so (a stubbed toe, for example) is a traumatic injury. It might not be serious ... (but) an experienced EMD will know it’s protocol 30.”
From there, a set of questions from the MPDS will help determine the seriousness of the incident.
Once the incident has been coded – code 1A is the highest priority with lights and sirens – the incident is logged for a second EMD to send to an ambulance car.
This EMD doesn’t take emergency calls; they are solely in charge of ensuring which ambulance car goes where in order of incident seriousness.
SCENE SAFETY
EMDs are also responsible for paramedic safety.
They ensure the strangers they are sent to help are not aggressive and abusive and that the scene is safe.
“Anything these guys go to is because of us. Once they’re on scene we have a responsibility as an EMD ... to do their safety and fatigue checks.
“Whenever it’s red, it means they’re on scene. If I haven’t heard from them within 30 minutes, I need to page them: ‘Welfare check, are you OK?’.”
EMDs judge the scenario a paramedic might expect by the call they receive, grading each caller from one to five in terms of aggression or distress.
Mr Jones says they don’t receive many grade 5 calls.
Paramedics even have their own duress alarm.
When this goes off, the alarm flashes across each EMD’s screen.
Occasionally, an incident will be judged too dangerous for paramedics to attend. The operator will call police until the scene is deemed safe.
For EMDs, mental welfare is also extremely important.
Mr Jones explains everyone has a “trigger”, something that will distress an EMD enough that they won’t be able to continue answering calls. When that happens, EMDs can flick a blue switch.
They also have access to peer groups and psychologists to discuss the problem.
AUDITS
As if there was not enough pressure, Mr Jones says each EMD is regularly audited.
They have a department next door dedicated to it.
Mr Jones shows me the MPDS script again. “We have very strict quality-assurance processes. If I start making stuff up or deviate (from the script), I get called out.
“We do a lot of auditing internally. Everything is recorded. Almost every week we’ll go next door and get feedback. We can’t be making mistakes.”
Every 24 hours eight calls are randomly selected for audit. They are rated fail or pass. If you fail too many times, you can expect to be buddied up again or, if the calls do not improve, booted out.
“Every year you get the annual assessment,” Mr Jones says. “Every year I have to go do my CPR training again and my First Aid certificates.”
IN IT TOGETHER
Each EMD may sit at a separate station but the camaraderie feeds through the room each time something momentous happens.
Like the miracle of birth. “You know, if someone has a baby in here, everyone will clap,” Mr Jones says.
“Even though you’re not physically there, it’s one of the best things you can do in the job, know you were the person that helped that father deliver his son on the highway ...
“It’s never at the hospital, that’s why they’re ringing you.”